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

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

This thread was automatically locked due to age.

Parents

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.
Cancel
Vote Up 0 Vote Down

Cancel
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
Cancel
Vote Up 0 Vote Down

Cancel
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
Cancel
Vote Up 0 Vote Down

Cancel
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?
Cancel
Vote Up 0 Vote Down

Cancel
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
Cancel
Vote Up 0 Vote Down

Cancel

Reply

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
Cancel
Vote Up 0 Vote Down

Cancel

Children

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
Cancel
Vote Up 0 Vote Down

Cancel
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
Cancel
Vote Up 0 Vote Down

Cancel
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
Cancel
Vote Up 0 Vote Down

Cancel

Sophos home premium support page is broken

Submitted a Tech Support Case lately from the Support Portal?