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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."
This issue is set to be fixed on version 2.1, there’s no ETA at the moment.
I will pass your comments to see if it’s possible to beta test 2.1.
As per ETA, there’s an update coming on the week of Feb 8 on this NCL-1325, I will update then this thread.
Hi Andrea, can you send us a copy? We have about 200 clients. Can we automate the update or is this manual labor?
Hi, yes, i send u a PM
Hi, Please share the link.
Hi Andrea, could you please send me a copy of this link as well? This issue has been driving us crazy!! Thank you very much.
A t the moment there’s no link to download the installer directly. If you have an open case, you can ask the Engineer assigned to the case, to provide you with the file.
If you’re being affected by this but don't have a case you can send me a PM and I can share the installer.
If the installer doesn't fix the issue, a case needs to be open, if you have an open case, it needs to be escalated or if the case is with GES provide feedback in the case.
Hi , i have case opened and GES send me a file
Hi, any update on the update?
Bart van der Horst
Sophos XG v18 Certified Architecthttps://www.bpaz.nl
the release will follow this evening.The information will also be published here:https://community.sophos.com/xg-firewall/b/blog
The ETA for today has been changed.
The new ETA is for the end of the week beginning of next.
I reviced this mail from Support:
My pattern it's updated but i don't find the exe.
If i try to download a client i have this txt file.
Requested file could not be provided. Make sure Pattern Updates are working correctly.You can find it under 'Backup & Firmware' -> 'Pattern Updates'
Same with my XG...
Download via User Portal is not possible, too. I only get the txt file, too.
Checked two different XG Firewalls, i can download the new version.
Can you share the msi-file?
try to download it in the configuration screen of IPsec VPN screen
It works! Thanks for the hint!
Our team also confirms that:
(a) downloading from the firewall portal .. Configure .. VPN.. IPSEC .. Download Client button = works! Version 2.1 is in the folder.
(b) downloading from the User Portal does NOT work. Windows and Mac version spits out the text file described above.