Sophos ScanD, Web Intelligence, Cryptoguard, Event Monitor Legacy Stopped

Hi,

It would appear that you're running version 10.0.1 which does not support Big Sur.

Support for Big Sur will be generally available by 4th Marc. The EAP is available for Big Sur support ahead of that

Hi David,

We've changed the membership of the laptop to the EAP  in Sophos central, and we've been told by tech support that it should be automatically upgraded to version 10.0.2.  I'm wondering if there' some help you can give us in investigating why this upgrade is not happening?

Cheers,

Vishag K.V

I have a similar issue with one of our clients as well. We try to manually update the client, and the client is in the EAP program, but it does not appear to be updating. Are these updates scheduled and can be a EAP updates be manually executed. The user is on 10.15.7 running Sophos 10.0.1. 

Hi xrds, 

The updates are not scheduled and should happen within a few minutes of the endpoint being assigned to the EAP, as long as communication with Central is succeeding. You can check communication with Central:

• Open the endpoint UI>About>Run Diagnostic Tool>Management Communication

You should also note that the EAP is not supported through the use of Update Caches

Hi David,

Thanks for the suggestion. We visited Management Communication Page and below is the snapshot of the issue:-

Could you please guide us for further ?

Cheers,

Vishag K.V.

Hi Vishag - that's screen cap is consistent with what I was seeing in the logs. Unfortunately I'm unable to determine why the connection gets cancelled, I would recommend removing this endpoint from the EAP and contacting Support directly.

How does the user enable these services? The user is running Catalina 10.15.7. EAP version 10.0.1. Checking to see if it automatically updated to 10.0.3 or 10.0.4. Will the upgrade resolve the issue?

I'm a little confused, the EAP version is 10.0.3. If the version this endpoint is running is 10.0.1 this is a regular release and not the EAP. In this case I would suggest contact Support 

In the meantime, have you approved the kernel extensions to run?

Check the General panel in System Preferences > Security and Privacy to see if there is anything that needs user intervention

Hi David,

Thanks for the information. Regarding the version, we already contacted Support team  and we are awaiting response.

We couldn't found the option such as Kernel extension to verify if it's approved, here is the snapshot of the link found in General panel in System Preferences > Security and Privacy

Link :- https://rededucat-my.sharepoint.com/:i:/g/personal/vishag_koduvayur_rededucation_com/Edzluzxb3M9MuZixPvtV4IIB9mT95w0BFFTAkwnkqMw88g?e=jDOgV9

Could you please advise us where we can get or any alternate way to find the kernel extension approval status?

Cheers

Vishag K.V

Yes, we have. 

It varies. Our clients range between 10.0.1. — 10.0.3. 

It varies. Our clients range between 10.0.1. — 10.0.3. 

If the extensions are allowed on Catalina that should be all that is required.

Could you trigger an SDU from an affected machine and send me the filename so that we can investigate.

https://support.sophos.com/support/s/article/KB-000038603?language=en_US

Hi David,

This issue is resolved as we have trouble shoot based on Sophos support team. We have reinstalled Sophos and further moved to EAP program thus the new version got updated (10.0.3). So we are closing this request. Thanks for the assistance.

Cheers,

Vishag K.V