SOLVED: Sophos Connect broken after Windows Update 2024-08 - Service not available

Hi Ingomar Schmickl ,

Thank you for reaching out to Sophos Community. Kindly check the following KB for reference.

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

Hello Vivek Jagad 

thanks for your response. As stated in my initial post "None of the KB articles (restart service etc.) help" I tried to restart the service already. Additional information, we use SSL VPN.

Br,

Ingomar

So the only workaround is to uninstall and re-install the Sophos Connect client ?

Hello Vivek Jagad 

thanks for your next answer, but have you read my initial post? I mentioned there: "None of the KB articles (restart service etc.) help just uninstall and reinstall of the Sophos Connect application solves the problem."

But this is not an efficient method for 250+ clients.

Br,

Ingomar

what if an open vpn client is installed along side, does that help ?

We have not tried this, as we are not interested in installing another VPN client to repair the one that works since several years without issues.

I want to know if the problem with this Windows update is known by Sophos or the community and if we wait for a Microsoft or Sophos fix.

Ref of the previous thread -  Sophos Connect SSLVPN Service Unavailable - Only on some Windows Profiles, regular fixes don't work

Would request you to log a support request so that we can expedite the resolution...
Please private message the support ticket once created.

KB5041585 installed after Aug 15th here.

I'm using a later version of CC client 2.3.1.0619. No Problems.

If you update the CC client over the existing version v2.3.0.0506 does this fix it also?

Hello LHerzog 

thanks for your feedback. We tried to update (inplace) Sophos Connect to the latest version "2.3.1.619" on a PC which has the error and it resolves the problem like uninstall and reinstall of the older version.

We tried to update a client to the Sophos Connect latest version "2.3.1.619" before the problem occurs (= before the Windows update is done) and it remains working after the Windows update as well.

This means, we are going to distribute the latest version of Sophos Connect to all clients.

Thanks for your inputs and br,

Ingomar

Hello LHerzog 

thanks for your feedback. We tried to update (inplace) Sophos Connect to the latest version "2.3.1.619" on a PC which has the error and it resolves the problem like uninstall and reinstall of the older version.

We tried to update a client to the Sophos Connect latest version "2.3.1.619" before the problem occurs (= before the Windows update is done) and it remains working after the Windows update as well.

This means, we are going to distribute the latest version of Sophos Connect to all clients.

Thanks for your inputs and br,

Ingomar

 Hi Ingomar Schmickl 

Thank you for reaching out.

We tried to reproduce this issue in our lab. But could not see the problem that you have described.

Could you please DM me the TSR logs (Technical Support Report) from "About" menu after reproducing the issue ?

Also confirm whether both OpenVPN Service and Sophos Connect service are in running state ?

If not, can you please attach Windows system events logs as well ?

John AV if so, maybe you make it visible to users, that you're from Sophos.

Hello John AV 

currently we do not have client with the problem. If one appears, I try to get the logs you asked for.

Br,

Ingomar

Hi LHerzog , Mr. John AV is our Sr. Director Software development. Please Share the requested information. 

Thanks! The Sophos Team Icons are now visible.

it's really cool, that Sophos staff members are participating in the community and analyzing or channeling things to get it solved!

You're welcome and now he is also verified, so cheers !!