Sophos VPN Troubleshooting Guide

Common Issues Covered:

  1. Connection Drops
  2. Authentication Errors
  3. Can’t Connect to VPN
  4. Slow VPN Performance
  5. Firewall or Port Blocking

 

Connection Drops Frequently

Possible Causes:

  • Unstable internet connection
  • VPN timeout settings
  • Conflicting software (e.g., antivirus, firewall)
  • Idle timeout on Sophos XG Firewall

Fixes:

  • Check your internet connection: Try a speed test or switch networks.
  • Update Sophos Connect client to the latest version.
  • Disable conflicting software temporarily (e.g., third-party firewalls).
  • Adjust the idle timeout on Sophos Firewall:
    • Go to VPN > Show VPN Settings > Idle Timeout and increase the value.
  • Enable keep-alive settings if available in the client.

 

Authentication Errors

Possible Causes:

  • Incorrect username/password
  • Expired or revoked user credentials
  • Misconfigured authentication server (e.g., LDAP, RADIUS)
  • Time sync issues between client and server

Fixes:

  • Double-check credentials: Ensure correct username and password.
  • Reset password or verify account status in Sophos Firewall. (Contact IT)
  • Check authentication server logs:
    • Go to Authentication > Servers > Test Connection.
  • Ensure time synchronization:
    • Both client and firewall should use NTP (Network Time Protocol).
  • Check user group permissions:
    • Ensure the user is part of a group allowed to use VPN. (Contact IT)

 

Can’t Connect to VPN at All

Possible Causes:

  • VPN service not running
  • Incorrect VPN profile or configuration
  • Port blocked by ISP or firewall

Fixes:

  • Restart the Sophos Connect client and try again.
  • Re-import the .PRO file or configuration file.
  • Check VPN service statuson Sophos Firewall:
    • Go to VPN > IPsec Connections or Remote Access.