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Sophos Connect Help Contents About Sophos Connect Sophos Connect help Contents About Sophos Connect............................................................................................................................ 1 How to install Sophos Connect.....................................................................................................1 How to uninstall Sophos Connect.................................................................................................2 Connections................................................................................................................................... 2 Events............................................................................................................................................ 8 Troubleshoot event errors........................................................................................................... 10 General troubleshooting.............................................................................................................. 19 About Sophos Connect Admin...............................................................................................................25 Editing configuration files............................................................................................................ 25 Legal Notices..........................................................................................................................................27 (2021/03/05) Sophos Connect 1 About Sophos Connect Sophos Connect is a VPN client that you can install on Windows and Macs. It allows you to connect to networks behind XG Firewall from a remote location, such as your organization's network. Your firewall administrator configures connection details on XG Firewall and gives you the installation package and the connection configuration files. This guide provides information about how to use Sophos Connect. 1.1 How to install Sophos Connect Follow these instructions to install Sophos Connect on Windows or macOS. Introduction Install Sophos Connect on Windows To install Sophos Connect on Windows, do as follows: 1. Open the installer. 2. Accept the license agreement and click Install. 3. Once the installation is complete, click Finish. You can now run Sophos Connect. Install Sophos Connect on macOS To install Sophos Connect on macOS, do as follows: 1. Open the installer. 2. Choose the installation destination. Make sure you have enough free space in the destination you've chosen, such as the system drive. 3. Click Install. 4. Once the installation is complete, click Finish. You can now run Sophos Connect. Copyright © Sophos Limited 1 Sophos Connect 1.2 How to uninstall Sophos Connect This topic shows you how to uninstall Sophos Connect on Windows or macOS. Introduction Uninstall Sophos Connect from Windows To uninstall Sophos Connect from Windows, do as follows: 1. Go to Control Panel and under Programs click Uninstall a program. 2. Right-click Sophos Connect, and select Uninstall. Uninstall Sophos Connect from macOS To uninstall Sophos Connect from macOS, do as follows: 1. Open the terminal. 2. Elevate to root and run the uninstall script from the location Sophos Connect is installed in. Example: sudo /Library/Sophos Connect/uninstall.sh You'll get the following message if the uninstallation was successful: Sophos Connect has been uninstalled 1.3 Connections You can import connections, establish connections, and view and edit connections. Sophos Connect supports SSL VPN and IPsec VPN. 1.3.1 Import Connections The Sophos Connect client can connect to XG Firewall using SSL or IPsec VPN connections. You can import connections into the Sophos Connect client. Introduction In version 2.0 of the Sophos Connect client, you can import both SSL and IPsec VPN connections. If you're using an earlier version of the Sophos Connect client, you can only import IPsec connections. You can do as follows: • Import an IPsec connection using a file given to you by your firewall administrator. • Import an SSL connection using a file given to you by your firewall administrator. • Import an SSL connection by downloading a file from the user portal. 2 Copyright © Sophos Limited Sophos Connect Import an IPsec connection To import an IPsec connection you must have a connection file. The file has the extension tgb. To get the file contact your firewall administrator. To import a connection, do as follows: 1. Click Import connection on the Connections page. a) If there are existing connections, click the menu button and choose Import connection from the drop-down menu. The image below shows the Connections page: 2. Browse for the .tgb file and double-click on it. The imported connection shows under Connections. The image below shows an imported connection: You can now establish the connection. You can import multiple connections. Import an SSL connection To import an SSL connection you must have a connection file. The file has the extension pro. To get the file contact your firewall administrator. To import a connection do as follows: Browse for the .pro file and double-click it. Copyright © Sophos Limited 3 Sophos Connect The connection is imported automatically, and Sophos Connect opens. The imported connection shows under Connections. You can now establish the connection. You can import multiple connections. Import an SSL connection from the user portal To import a connection do as follows: 1. Sign in to the user portal. 2. Go to SSL VPN and click Download configuration for other OSs. 3. Open the Sophos Connect client. 4. Click Import connection on the Connections page. If there are existing connections, click the menu button and choose Import connection from the drop-down menu. 5. Browse for the .ovpn file and open it. The imported connection shows under Connections. You can now establish the connection. You can import multiple connections. 1.3.2 Connect Follow these instructions to establish a connection. Make sure there's at least one imported connection available, and your firewall administrator has given you the required credentials. 4 Copyright © Sophos Limited Sophos Connect To establish a connection do as follows: 1. Select a connection on the Connections page. 2. Double-click the connection. You can also click Connect. The sign-in screen appears. The following image shows the sign-in screen: 3. Enter your username and password and click Sign in. Your firewall administrator may have configured one of the following types of multi-factor authentication: • If your firewall administrator has configured One Time Password (OTP), in addition to entering your username and password, you must enter your six-digit OTP passcode. You'll see a third input box (under username and password) where you enter the OTP passcode. • If your firewall administrator has configured DUO authentication, you may get one or two DUO prompts during the connection process. • If your firewall administrator has configured mixed mode two-factor authentication (2FA), you'll see a third input box (under username and password). You must enter one of the following words: push, phone, sms, or enter a DUO token. If you aren't sure about which options you can choose, contact your IT administrator or firewall administrator. Copyright © Sophos Limited 5 Sophos Connect Note If you imported the connection using a provisioning file, you'll get a warning that the server certificate can't be verified. You can click OK to continue. If you don't want to see the message, contact your firewall administrator. Sophos Connect attempts to establish the connection and authenticate you. If you're facing connection issues, do as follows: • To investigate the cause, click the Events tab or click the menu icon and select Open VPN log. • For help with troubleshooting, see Troubleshoot event errors (page 10) and General troubleshooting (page 19). • You can also contact your IT administrator or firewall administrator for further assistance. The image below shows you where to find the Events tab and Open VPN log. The connection to the remote server is established. The image below shows a successful connection: 6 Copyright © Sophos Limited Sophos Connect If the connection is successful, you'll see this icon on the taskbar: If the connection is unsuccessful, you'll see this icon on the taskbar: Note If you've renamed the connection, the original name, as provided by your firewall administrator, still shows in connection details. For instructions on how to rename it, see Connection options (page 7). 1.3.3 Connection options You can change the connections in Sophos Connect. To change a connection click the settings icon on the right of the connection. Copyright © Sophos Limited 7 Sophos Connect 1. Auto-connect: Attempts a connection when Sophos Connect starts up. Restriction You can only use this option if your firewall administrator turned it on. 2. Delete: Deletes the connection, so if you want to re-enable that connection, you'll need to import it again. 3. Rename: Gives you the option to rename your connection. 4. Clear credentials: Clears credentials that you've previously stored. 5. Update policy: Allows you to pull the latest policy from XG Firewall on demand. Restriction You can only use this option if your firewall administrator created the connection using a provisioning file. Tip If the connection fails after multiple retries, start a policy update, and try to connect again. 1.4 Events On the events page, you can see any actions in Sophos Connect, and the results of those actions. For example, a user imports a connection file, and the connection
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