topic Re: Sandblast mobile lost connection in Mobile

Sandblast mobile lost connection

Mcg — Sun, 31 Jan 2021 22:12:29 GMT

Hi all.

We have connection problems with Sandblast Mobile. IPhone devices lost internet connection and some apps in Samsung android devices doesn't connect after the last firmware upgrade (1 February). Everything works if we disconnect the VPN.

All devices are upgraded to the last protect version available.

I've try to disable some options but only disable the VPN works.

Re: Sandblast mobile lost connection

_Val_ — Mon, 01 Feb 2021 10:57:31 GMT

Did you perform any changes on your Mobile access GW?

Re: Sandblast mobile lost connection

PhoneBoy — Mon, 01 Feb 2021 23:01:30 GMT

If disabling the VPN is a workaround, I recommend a TAC case.

Re: Sandblast mobile lost connection

Yuval_Sered — Tue, 02 Feb 2021 09:31:31 GMT

Please open a TAC ticket with SBM dashboard details (URL) and logs from one of the problematic devices

we had an issue that was similar in iOS but related to the iOS app itself that was fixed in the latest store version, this is Android so I guess it is not related. if issue is not progressing please email me directly and I will work with TAC & R&D in the backend

Yuval

Re: Sandblast mobile lost connection

Saagarg007 — Thu, 11 Feb 2021 11:30:26 GMT

We’ve noticed lately with most phones dropping off the wifi and switching between vpn at the top right. It means that more frequently they are not getting any data to the phone during these blips and sometimes users have to restart the phone. It’s happening numerous times each day.

It’s not happening with any other devices at their home so we think it’s something to do with sandblast protect app, already have a TAC case opened up and its been more than 2 weeks now no reply so hoping someone can update on this.

Re: Sandblast mobile lost connection

Yuval_Sered — Tue, 09 Mar 2021 17:10:42 GMT

We had issues with ONP (loop-back VPN on mobile) and with IPV6 networks - it might be related to the issue you had it was solved so please try to update to the latest SBM app.

Re: Sandblast mobile lost connection

Saagarg007 — Tue, 09 Mar 2021 17:28:25 GMT

Thanks @Yuval_Sered TAC came back to us with their log analysis they did find some issues in there.

At the moment they've noticed that one of the components sending endless reset requests due to connection issues until eventually, the ONP crashes.

They're awating some approval from apple so we will have to wait until they come back with some fix.

Re: Sandblast mobile lost connection

the_rock — Tue, 09 Mar 2021 19:44:44 GMT

If you disable vpn blade and it fixes the issue, then maybe do capture on the firewall to see what might be different when it works and when it does not.

Re: Sandblast mobile lost connection

PhoneBoy — Tue, 09 Mar 2021 22:52:39 GMT

This is in relation to the on-device VPN used by SandBlast Mobile (nothing to do with a gateway).