VPN Latency Issues

If you are experiencing issues with slowness on the Sophos Connect VPN, verify the following:

- You have rebooted your computer.  Make sure you are choosing Restart, not Shut Down.  (Restarting will reset the uptime of your CPU, as seen in Task Manager --> Performance tab --> CPU section.)

- You are connected to your home router via an ethernet/network cable (WiFi is supported but not recommended for the fastest possible connection).

        - If WiFi is your only option, contact your internet service provider directly to order (or have them recommend) a WiFi extender that would be compatible with your wireless router.  Do not purchase an extender on your own unless you have confirmed with your ISP that it is compatible - otherwise, it may not help improve your wireless connection.

       - When on WiFi, open a Command Prompt window, copy/paste in the following line, hit Enter, and send a screenshot of the results to the Service Desk for evaluation: netsh wlan show interfaces 

       The Signal strength must be at least 80% for an adequate connection.

- You have also rebooted your router (if no power button, just pull the power cord for 10 seconds and plug back in).

- You have run a speed test (like www.fast.com) on a personal device in your home/remote work location to verify you are connected to your internet service provider at adequate speeds (a 10 mbps connection should be sufficient).

If you are specifically having slowness issues in Encompass, please see this article.

If you continue to experience latency while on the VPN, please submit a Service Desk ticket for further support.