Disclaimer: This information is provided as-is for the benefit of the Community. Please contact Sophos Professional Services if you require assistance with your specific environment.

Overview

This Recommended read describes a certain user situation and troubleshooting suggestions if the SSL VPN Client download may incorrectly be presented as a 0-byte download from the User Portal.

Ensure the default/custom CA details are properly configured

• Is a custom CA being used?
  • If so, does the issue occur if the default self-signed certificate is used instead?

If using the default self-signed certificate resolves the issue, please verify the custom CA is properly assembled (proper signing CA, etc.)

User Certificate Generation is failing

To regenerate an individual user's SSL VPN certificate, you’ll have to go to the Sophos Firewall GUI and delete their user certificate (Certificates > Certificates)

• 
  • Their user certificate will be regenerated the next time they sign into the Sophos Firewall User Portal and download their SSL VPN Configuration.

If you are still experiencing issues, you can regenerate the Default CA by navigating to Certificates > Certificate Authorities.
This will force the regeneration of all SSL VPN user certificates and restart the SSL VPN service.

• Certificate authorities

If these actions are performed, affected users must re-download their SSL VPN installation file to utilize the new certificate.

Check the /tmp partition on the device

• Reference this Document Guide to access the device’s advanced shell:
  
  • SSH to the firewall using PuTTY

Navigate to the /tmp partition and investigate if the following SSL VPN files are present

• # cd tmp
• # cd /content/sslvpn
• # ls
  • Confirm if the following SSL VPN files are present in /content/sslvpn:
  • rw-rr- 1 1000 100 413 Apr 24 2015 client-config-template.ovpn
  • rw-rr- 1 1000 100 111.1K Jun 17 19:35 ssl-vpn-config-installer.exe
  • rw-rr- 1 1000 100 1.4M Jun 17 19:35 ssl-vpn-client-installer.exe
  • rw-rr- 1 1000 100 72 Jun 17 19:49 U2DVERSION

If files aren’t present, try to manually update patterns for the SSL VPN Module

• If patterns fail to update, don't hesitate to get in touch with Sophos Support

Check if the /tmp partition is full

• # df –h
• 
  
  • If full, please contact Sophos Support for further assistance.

Update the device’s patterns

• Try performing a manual pattern update
• Backup & firmware > Pattern Updates > “Update Pattern”
  • Pattern updates
    
• If patterns fail to update, please contact Sophos Support