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Multiple PCs frozen right after update.

Sophos User5115

Over the last couple weeks, since we received the Core Agent update to 2.19.8 on 10/4, we've had multiple older machines freeze completely.  Screen freezes, no keyboard or mouse, NIC unresponsive.  We have to do a hard shut down to bring them down and back up.  Not positive that this update is the culprit, but on the computers that have been freezing 2 to 3 times a day, we uninstalled Sophos and they've been behaving for a couple days now. 

Models affected:  HP xw4400, HP xw4600, Z400.  All have been running Win10 21H1 with last update back in September.  "Newer" computers (e.g. Z420, Z4 G4) have not had this problem.  Event logs show nothing out of the ordinary around the time of crash.  

Just curious if anybody else has run into this in the last week.    



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  • +2 suggested

    If anyone is still having the issue, I suspect the issue is with some form of memory scanning. 

    If you use Process Hacker to inspect the memory (memory tab) of the audiodg,exe process, regardless of Sophos being installed, when sound isn't being played through the sound card, the computer doesn't hang.  If you run some audio through it, e.g. Windows Media Player, it will.

    Likewise, if you try and create a complete dump of audiodg,exe from Process Explorer or even create a dump of audiodg.exe from Task Manager it will hang the computer when sound is being played.

    I think there must be a driver/hardware element to it.

    On my Win11 and Win 10 laptop, I can use Task manager to dump audiodg.exe without issue, there is a short sound interruption while the process is suspended but it works. 

    There are no third party DLLs loaded into AudioDG.exe when this failure occurs either.

    Maybe others can test dumping AudioDg.exe from Task Manager on machines that were and were not affected to see if one hangs and the other doesn't while sound is being played.

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  • 0

    We are having the same issue with HP 6000 Pro SFF with Intel Nics. About 48 computers with the issue since October.

  • 0 in reply to Vman

    Same here.  HP 6000 Pro SFF as well.  I have one person that it specifically freezes at roughly 11AM and 2PM every single day and moved with her to a different computer (same model).  I have others that it hasn't happened to a single time yet.  I have verified if the Real Time file scanning is disabled, the issue stops occurring.  Anyone have any fixes for this yet?

  • 0 in reply to Tim Ingraham1

    Instead of turning off real-time scanning, it would be interesting to know if excluding the C drive has the same outcome with realtime scanning enabled.  E.g The drive C:

    If that helps, then that would at least prove there is a workaround with an exclusion, even if the next step is something like:

    C:\windows\

    or

    C:\users\

    or

    C:\programdata\

    The trailing backslash is required to mean the directory.

  • 0 in reply to Sophos User930

    I added an exception for C:\Windows\System32\Drivers but didn't know about the trailing backslash so I just added that and will wait and see what happens (It didn't help without the trailing \ for obvious reasons).  Then I will back it up a level to System32 then windows and so on I think.

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  • 0 in reply to Sophos User930

    I added an exception for C:\Windows\System32\Drivers but didn't know about the trailing backslash so I just added that and will wait and see what happens (It didn't help without the trailing \ for obvious reasons).  Then I will back it up a level to System32 then windows and so on I think.

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