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This article describes how to resolve an issue wherein the Sophos Connect GUI display "Service unavailable".
What to do
The following screenshot shows that Sophos Connect GUI displays "Service unavailable".
Cause of this issue: When a tunnel disconnect is initiated, the strongSwan IPsec daemon gets stuck in an infinite loop. This will result in the GUI not getting a response for disconnect and ultimately timeout and show the error as "Service unavailable".
Workaround for Mac: Refer to the Sophos Connect Application online help.
Workaround for Windows: Refer to the steps mentioned below:
The GES wrote me first the following email tomorrow:
"the update is expected to be released on March 3rd. We are currently working on a hotfix installer version."
Hello, i found solution from this link.
It's the exact same thing as net start scvpn, just from the GUI instead of the command line. Unfortunately, it doesn't work for some people, because the service immediately crashes again. For others, it's a working solution.
I made a automation policy that uninstalls the client removes the C:\program files x86\Sophos dir and reinstall Sophos connect + import profile.
Unfortunately this is the only solution in my case.
Btw: @ Offline Bhavesh Pandey
service is started in all cases.
I'm not sure but it seems this happens once per user. I'm in the middle of a deployment 70* users. I realy hope Sophos can comment on this insatiability issues. A lot of admins are now reluctant to deploy sophos connect on a large scale because it turns out to be unstable. Do not get me wrong. i am very positive about this product. I just hope it will turn more stable.
We have a new workaround: it seems to be enough to delete the com.sophos.connect.<long number> file from the C:\Program Files (x86)\Sophos\Connect\protected directory, then import the profile again. No need to reinstall.
It also looks like this config file bloats from around 8kB to 50MB and that causes the crash. Can anyone confirm this? I also have a case open, now at the GES level.
Also, it does happen again to the same user, after a few weeks or a couple of months.
Thank you for this information. I will try this next time (hopefully the is no next time, but this si wishfull thinking.
Would you like to keep me informed of the case?
Thank you in advance
Thanks for this information. This work around worked for me. I reinstalled Sophos Connect around a month ago and the issue reoccurred today. The file you mentioned was around 52MB for me. Sophos Connect works after this file was deleted. Hope your case results in a full resolution instead of workaround.
Thank you for posting the workaround.
Could you please share the Case ID to follow-up!
I have a Case regarding Sophos Connect Problems (the problem out of this thread being one of them): #03299085
Hello Emmanuel, the case ID is 03354927.
Thank you for the Case ID, this is being investigated under NCL-1325!
I have left a note in your case. You should be hearing something from the engineer before the week ends.
Good morning guys,
Looking forward to the hear from this case. Thanks for sharing this!
We have had this same issue with multiple users. Restarting the service does not fix. But deleting the com.sophos.connect file as mentioned by Ákos fixes this for us too. Should we also open a new case, or can I be notified if there are any updates/fixes to NCL-1325?
I promise to notify everyone as soon as there is actual progress.
Thank you for contacting the Sophos Community!
I would suggest you open a case with Support, and mention you are being affected by NCL-1325.
Once you have the Case ID please provide me the Case ID so I can follow-up!