Thread Info
  • State Verified Answer
  • +3 person also asked this people also asked this
  • Locked Locked
  • Replies 113 replies
  • Answers 1 answer
  • Subscribers 20 subscribers
  • Views 14285 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

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.    



This thread was automatically locked due to age.

Top Replies

  • +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.

    Jump to answer
Parents
  • 0

    Our customer has same problem with  HP Compaq 8100 Elite CMT PCs since October, and now they find that the freeze often occurs when Google Chrome is opened.

    The same, it will not freeze after removing Sophos Endpoint.

  • 0 in reply to Sam Chen

    Trying something a little different and I haven't had a crash on the computer for 24 hours, when it typically has been happening twice a day.  Previously, I had this test computer running for over a week with network debugging hoping to catch something.  It was just running idle, headless, and not being used the whole time and never crashed.  As soon as I started using it as an RDP client, it began crashing frequently.  I notice that it never crashes at night when not in use.  I currently have all peripherals unplugged and am remoting into it from another computer.  I'm then remoting from there into my work computer so that I'm using all the same software and services all day like I've been doing previously when it was crashing, except there is no direct input from mouse/keyboard.  It's a long shot, but more and more computers are crashing and it's getting ridiculous. 

Reply
  • 0 in reply to Sam Chen

    Trying something a little different and I haven't had a crash on the computer for 24 hours, when it typically has been happening twice a day.  Previously, I had this test computer running for over a week with network debugging hoping to catch something.  It was just running idle, headless, and not being used the whole time and never crashed.  As soon as I started using it as an RDP client, it began crashing frequently.  I notice that it never crashes at night when not in use.  I currently have all peripherals unplugged and am remoting into it from another computer.  I'm then remoting from there into my work computer so that I'm using all the same software and services all day like I've been doing previously when it was crashing, except there is no direct input from mouse/keyboard.  It's a long shot, but more and more computers are crashing and it's getting ridiculous. 

Children
No Data
Unfiltered HTML
Share Feedback
×

Submitted a Tech Support Case lately from the Support Portal?

Cookie Information Banner