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Sophos home premium support page is broken

Hi folks,

I am aware this is not the Sophos Home Support forum, in fact there isn't one.

While trying to use the support page on the Sophos Home Premium console, I end up with a very poorly formatted paged, no pretty images and when you click on the support tab you end up back at the same page.

The issue I am facing the uninstall package still leaves to items running and cannot be removed except by root.

The device in question is a mac mini - intel - running MacOS 12.4

Ian

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0 GlennSen over 3 years ago

Hello Ian,

Thank you for reaching us, As per checking, We're able to access the page without any issue.

Can you try accessing the website using a different browser or try accessing this via incognito and let us know the status.
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0 rfcat_vk over 3 years ago in reply to GlennSen

Hi Glenn,

I have tried using safari and firefox with the same result. I have used the support page previously and not had any issues. So this is a new issue. I will try from my windows 10 PC shortly.

Hwre is the issue I am trying to resolve. At the moment the current version appears to be corrupting the disk drivers on the mac mini which then has a kernel panic and crash.

Ian
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0 rfcat_vk over 3 years ago in reply to GlennSen

Hi Glenn,

I have tried using safari and firefox with the same result. I have used the support page previously and not had any issues. So this is a new issue. I will try from my windows 10 PC shortly.

Hwre is the issue I am trying to resolve. At the moment the current version appears to be corrupting the disk drivers on the mac mini which then has a kernel panic and crash.

Ian
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0 rfcat_vk over 3 years ago in reply to rfcat_vk

Hi Glenn,

W10 running edge shows the same screen that I posted above.

Ian
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0 GlennSen over 3 years ago in reply to rfcat_vk

Thank you, Ian, I tried accessing this link https://support.home.sophos.com/hc/en-us on my lab environment and even on my mobile phone and I'm not getting any issue.

Are you accessing the website via a corporate network? Can you try accessing it via open internet?
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0 rfcat_vk over 3 years ago in reply to GlennSen

Hi Glenn,

I am accessing the site via my home system using an XG115W running v19 GA.

I have not had this issue previously.

I will try using m y iPhone hotspot and report back.

Also how do I log an issue with Sophos Home Premium or do I have to wit until I can access the site correctly?

Ian
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0 rfcat_vk over 3 years ago in reply to rfcat_vk

I have found why the page is corrupted, you, use Zendek which is currently blocked on my XG and I cannot unblock it due to what appears to be a bug.

I wil add a temporary exception while I ask the XG forum what has happened.

Ian
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0 rfcat_vk over 3 years ago in reply to rfcat_vk

This gets stranger and stranger. I have been able to get the w10 edge to work by creating a special rule on the XG and have submitted a support request. I have not been able to get mac air safari to work, still investigating.

Ian
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0 rfcat_vk over 3 years ago in reply to rfcat_vk

Nothing to do with zendesk at all, but missing sophos support pages from the XG exception lists.

Added and works for safari but not for firefox.

Ian
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Sophos home premium support page is broken

Submitted a Tech Support Case lately from the Support Portal?