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Sophos Central - BSOD - Breaks RDP on Windows 7 32 bit machines

Nick Cuddemi

Hello!

 

Recently Sophos Central started with all of our computers that run Windows 7 32 bit, having a BSOD on log off. As soon as a user logs off, it blue screens.

Also, when a user tries to log in via Citrix, they get "An internal error occured" Then the computer blue screens again.

 

These users have had Sophos Central installed for months, while using Citrix on days they are not in the building, without issues.

Recently I noticed Sophos Central Agent got updated, and that's when our issues started arising. This could be unrelated, but I am looking at this and it's the only thing that has changed.

 

After speaking with Sophos Support, I was told to disabled tamper protection globally, which I have, and the issues remain.

 

I have uninstalled Sophos Central from the troubled computers and they no longer have issues with Citrix or myself RDP'ing to these machines.

 

Wanted to give a PSA in case anyone else is having RDP/Citrix issues or random blue screens of death.

 

 



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  • So the new SophosSetup.exe installer fixes the blue screen on logoff issue, but not the RDP problem.

     

    Before if you restarted the computer, or logged off the current user, the computer would blue screen.

    If you tried to remote into the PC in any matter, it would blue screen.

     

    Now you can restart and logoff without issue, but any form of RDP blue screens the PC everytime.

     

    When time allows I will be reaching out to Sophos again and will update this post accordingly.

     

  • in reply to Nick Cuddemi

    Hi Nick Cuddemi,

    Are you still facing the issue? We had an update rolled out last week for the core Agent  2.0.3  If you have any active working case with our support regarding the BSOD on RDP, please do PM the details. 

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • in reply to Gowtham Mani

    Hello Gowtham Mani!

     

    I have tested RDP on a machine that was previously not working, and it is now.

    I will be testing logging in through Citrix as well as that broke in addition to the above.

     

    I have updated my machine with the latest update, but the core agent on is still listed as 2.0.2 for me, why is that?

     

    I did have a ticket open, but I closed it since RDP was working. If the other items are still broken i'll re open the case

     

    I appreciate the follow up, thank you.

  • in reply to Nick Cuddemi

    If you look under:

    https://central.sophos.com/manage/endpoint/config/settings/controlled-updates-endpoint

    are the endpoints in Newest?

    Otherwise credentials are moved over in batches.  You might just be in a later group.

    Regards,

    Jak

  • in reply to jak

    I was controlling updates manually as suggested by Sophos support because I was receiving a "Download of WindowsCloudNextGen failed from server"

    The solutionw was to turn Tamper Protection off and turn off automatic updates.

    This fixed this issue until a few days ago when the Download of WindowsCloudNextGen failed from server error is returning.

    I now have to set the proxy manually and force an update.

     

    I turned back on automatic updates, Jak, and now my core agent says 2.0.3.

     

    I appreciate the assistance

     

    Edit:

    Turning on automatic updates has no resolved my Download of WindowsCloudNextGen failed from server error, that is still present.

  • in reply to Nick Cuddemi

    Update issues were resolved by putting in our proxy settings in Global Settings > Proxy Configuration.

    Will continue to test the RDP and BSOD issues.

    Thank you for your assistance!

  • in reply to Nick Cuddemi

    After testing for a few weeks, this seems to have been resolved with the latest update.

    Thank you everyone for your assistance resolving this

     

    -Nick

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