Failed to Load Connection

Hi Brian,

Thank you for reaching out to Sophos Community.

Have you tried to use any how-to videos, documentation, Sophos Assistant, or KBA to try to check the issue?

Kindly try to check the following KB for reference: 

https://docs.sophos.com/nsg/sophos-connect/help/en-us/AboutSophosConnect/Troubleshooting/EventErrors/index.html

You may also try to check the following older post, kindly check the user portal configuration.

 Connect client provision file 

Yes, I have searched hi and low. Including reloading the Profile, reinstalling, etc. The most difficult thing about is that these users/computers can be working fine for months and then just start getting the message. The only thing we have found the fixes is is opening the user portal on the wan or having the user/computer on site hardwired.

Can you verify that it should not be necessary to have to open the user portal on the wan to resolve such an issue? We can close the user portal right after we get the user/computer connected.

Hi Brian,

The provisioning file requires the user portal to be available by the WAN.

Allowing User Portal on the WAN is a pre-requisite for configuration. 

Ok, sorry, still not sure I am following.

Why would everything be working for all users most of the time but all of a sudden a user will get the error message?

In some cases it seems to be certain users more frequently than others.

Is there something causing a need for reconfiguration?

I believe we keep the portal closed on the WAN for security purposes.

thx

Hi Brian,

That was also the question I've been thinking about. I've checked some cases similar to yours, and allowing the User Portal on the WAN was mandatory.

The only issue was the sudden occurrence. As you've stated, this was working before.

"In some cases it seems to be certain users more frequently than others."

• For the affected user, to verify, are all affected?

I would also recommend you create a case to have this further troubleshoot and share the case ID here.

Hi Brian,

That was also the question I've been thinking about. I've checked some cases similar to yours, and allowing the User Portal on the WAN was mandatory.

The only issue was the sudden occurrence. As you've stated, this was working before.

"In some cases it seems to be certain users more frequently than others."

• For the affected user, to verify, are all affected?

I would also recommend you create a case to have this further troubleshoot and share the case ID here.

Well, truth be told. We've actually had this issue for a long time. I believe since we made the decision to not have the user portal open on the WAN. Whick makes sense all things considered.

It has not happened for all users. But for some it has happened multiple times.

We cannot submit a support case as we are serviced by an MSP. Their stance has been that they won't open a case unless they have a user actively experiencing the issue to work with. We have provided that several times, but we normally can't leave a user off of VPN long enough for them to do anything. We are pressing the issue with them as we feel they should be able to get some sort of feedback from support as to what could be involved in the issue. JMHO.

Thanks for all of your help!