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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

    Seems I'm not alone on the freeze issue. Mine occurs when I play music on ANY of my Optiplex PCs for around 3 hours and hard power cycle reboot required. I got the same canned response as Qoosh got. Nothing worked... Reading the issues around "peripherals" and think, whaaaaat are they doing in S/W development that USB and other peripherals cause problems???  My systems don't freeze if I play NO music. I have Task Manager and Resource Monitor up to look under the hood. All the freezes occurs when SophosFileScanner starts to run. Turning this scanner off In Settings/Central Policy stops the freeze, but this is NOT repeat NOT the way to fix Sophos S/W issues!! The problem started occurring after May 2021 when MS updates/Sophos did something to stuff up the works. I rolled my OS back to the March 2021 baseline, updated Sophos and no freezes.  I then did a MS Windows update, played music, FREEZE... Man do I hate having to fix other peoples' $#%@ S/W. So something that  MS has done in their *** Updates etc is the real issue. How will Sophos address this??? I have NO problem on my Dell laptops (older) nor on the newer Dell laptops  and desktop PCs.  Eeeeeenteresting problem, folks!

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  • 0

    Seems I'm not alone on the freeze issue. Mine occurs when I play music on ANY of my Optiplex PCs for around 3 hours and hard power cycle reboot required. I got the same canned response as Qoosh got. Nothing worked... Reading the issues around "peripherals" and think, whaaaaat are they doing in S/W development that USB and other peripherals cause problems???  My systems don't freeze if I play NO music. I have Task Manager and Resource Monitor up to look under the hood. All the freezes occurs when SophosFileScanner starts to run. Turning this scanner off In Settings/Central Policy stops the freeze, but this is NOT repeat NOT the way to fix Sophos S/W issues!! The problem started occurring after May 2021 when MS updates/Sophos did something to stuff up the works. I rolled my OS back to the March 2021 baseline, updated Sophos and no freezes.  I then did a MS Windows update, played music, FREEZE... Man do I hate having to fix other peoples' $#%@ S/W. So something that  MS has done in their *** Updates etc is the real issue. How will Sophos address this??? I have NO problem on my Dell laptops (older) nor on the newer Dell laptops  and desktop PCs.  Eeeeeenteresting problem, folks!

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  • 0 in reply to Ronald Woods

    The hours I've spent troubleshooting this issue was made on my company time that could have been spent more productively.  I'm not sure why they can't just roll back.  Though, I'm not convinced it's Microsoft this time.  I had a couple computers that are pulled from the update schedule and were sitting on build 1903 of Windows and still had the crashing.  

  • 0 in reply to Sophos User5115

    Hmm, interesting. Wished we could isolate to PC driver(s) issues, MS updates, Sophos bugaboos etc. Am testing with and older laptop now as a 4th PC in the ring... If they (Sophos) don't solve the problem, when renewal time rolls around, bye bye Sophos...

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