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UTM 9.509-3 - Webpage Timeouts in Chrome after upgrade 9.509-3 in transparent mode

markstones

Hi

Since upgrading to 9.509-3 I have been having difficulties with random websites (amazon, scan.co.uk and others)  timing out when using Google chrome. I've inspected the logs and cannot see any issues at all. I've cleared the cookies/cache, re-installed the browser but now exhausted my options. I am in no doubt the problem lies directly with chrome as the websites have no issues in Firefox, Internet Explorer, Edge.

My setup is;

SG-210 in Transparent mode with SSO and STAS configured

When the pages time out, the following is displayed;

This error is completely random and doesn't appear on other UTMs using older firmware. It seems to break for random websites whilst still allowing me to browse others. Everything was working fine up until the upgrade.

Any ideas would be appreciated

Thanks



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  • 0 in reply to JanGatzke

    We have also an open ticket

    Expect the answer before christmas :)

     

     

  • 0 in reply to Thomas Dueringer

    Ticket opened since April 5th. Many tests but still nothing found for the moment...

  • 0 in reply to hevron_sa

    Guys, I know that rules for Support are different in Europe than in the Americas, but I think you should request escalation.  My guess is that this is a Chrome problem or that you really do have a device that's requesting name resolution for a suspicious/malevolent domain, but Support should answer this question.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson

    Hi ,

    We have already done Teamviewer sessions many times. But, for the moment they finds nothing.

    This problem does not only occur on Chrome but also on IE and FF.

    If I go on my SOPHOS WebAdmin page (not him IP but external address), I can reproduce the problem. If I don't empty the cache of the browser, the problem persist (not on FF I have to recreate a new profile)...

    Regards,

     
  • 0 in reply to hevron_sa

    News from anybody?

     

    And Yes BAlfson I opened a ticket ;)

     

    Tom

  • 0 in reply to Thomas Dueringer

    Support have been looking but have found nothing wrong.

    They keep referring me to the SSO setup instructions (which i have gone over and checked more times than i can remember)

    Funnily enough, i just upgraded another SG appliance to the latest firmware and now users that are using that have started to get the same issue.

     

    Very frustrating when support won't even comprehend it could be an issue with the software/UTM >  Their current stance is "its the way you are using it / set it up"

  • 0 in reply to Thomas Dueringer

    I've had no luck so far either

    They have even closed the case after giving up. They kept pointing me to the SSO setup page on their website. Their support has had zero value to me so far across all products i own.  Out of 5 critical tickets raised in the past , none have been resolved.

    I have a current P1 critical issue with their Central Wifi product. All my networks are down which is having a severe business impact. After four days, i'm not even sure they are still working on it.

  • 0 in reply to markstones

    I'm sorry to hear that, Mark.  All of my clients' cases are resolved fairly quickly, so I would suggest that you connect with Sophos Sales to get a recommendation of a good UTM Sophos Solution Partner in your area.  There, you will have someone that understands how to get results from Sophos Support.  Best of luck!

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson

    Guys, I thinked I fixed it. If you visit a Website using HTTPS with Firefox it will use HTTPS for later visits even if you try to access it using HTTP. This means that authentication will break if you accessed your UTM with HTTPS before (User Portal, Webadmin...). The Port does not matter. For Firefox it is still the same site. To solve this you need to go to your history (ctrl+shift+h), right click your utm and forget the site. Restart Firefox and authentication is working fine again. I tested this on multiple clients yesterday and was able to solve the problem on all of them. 

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