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Deepak Mukherjee

Dear All, Greetings!

I work as an IT Manager in the hotel industry, where we provide Wi-Fi access to our guests through a guest login page portal, which provides by Sophos firewall. We are using a voucher-based system where guests receive a login page, enter their voucher code, and then gain internet access.

Currently, we are facing some significant issues with the Sophos XGS2100 (SFOS 19.5.3 MR-3-Build652) firewall, which I have tried to resolve but have not been successful. Despite seeking help from professional colleagues, the problem persists. I also reviewed some posts on the Sophos community, but they did not provide a solution.

I am reaching out to request assistance from anyone with experience or expertise in this area. Specifically, I need to determine if the issue is related to licensing or if there is a malfunction in the configuration. Below are the key challenges we are facing:

Challenges:

  • Mobile is working fine after putting in the voucher code.
  1. Laptop Login Page Issue:
    • Laptops often do not receive the login page immediately. After troubleshooting, the login page does eventually appear, but this delay is problematic.
  2. Internet Connectivity Disruption:
    • After entering the voucher code, the internet works briefly, but then it stops functioning after some time.
    •  Actions like ipconfig /renew, manual IP configuration, restarting the PC, or disabling/enabling DHCP on the Sophos firewall do not restore connectivity.
    • Occasionally, if the IP address changes automatically, the internet starts working again for a few hours before the issue reoccurs.
    • This problem affects not just one or two laptops but every laptop that connects.
  3.  
    • Bandwidth utilization does not go more than 60% to 80%, but there are issues with video buffering and dropped video calls.
    • Both mobile and laptop devices experience poor video streaming performance, with some time good but mostly poor.

Activity : All LAN cables have been replaced, and half of the L2 switches are 3isys, BDCom, and D-Link—all of which were functioning well previously.

    •  
  • VLAN Configuration with trunking ports
    • VLAN 100: Wi-Fi
    • VLAN 300: Admin
    • VLAN 400: IP Phones
    • VLAN 500: Cameras

    Request:

    Given the persistence of these issues, I am seeking guidance from anyone with experience in resolving such problems.



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    [edited by: Erick Jan at 12:42 AM (GMT -7) on 31 Mar 2025]
    • 0

      Please update your post heading to something meaningful.

      Ian

      XGS118 - v21.5 EAP

      XG115 converted to software licence v21.0.1 MR-1

      If a post solves your question please use the 'Verify Answer' button.

      • 0 in reply to rfcat_vk

        I have updated all what else left. I said mobiles are connected easily but laptops are not connecting on wifi after switching on hotspot service.

        • 0 in reply to Deepak Mukherjee

          I will try again, please update your post heading either some meaningful information.

          Ian

          XGS118 - v21.5 EAP

          XG115 converted to software licence v21.0.1 MR-1

          If a post solves your question please use the 'Verify Answer' button.

      • 0

        Did you try to contact Sophos Support for those issues? 
        It sounds to me very unspecific and without more information, it is not clear to us here, what could be the cause. 

        __________________________________________________________________________________________________________________

      • 0

        Hello,

        Could you share the snapshot of the error that appears on laptop?

        Mayur Makvana
        Technical Account Manager | Global Customer Experience
        Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
        If a post solves your question please use the 'Verify Answer' button.

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