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Issue: Sophos Central Admin – US-West region - Delays with the enforcement of Central policies on managed endpoints.

Bianson

**Update 9** Root cause analysis KBA has been published: see knowledge base article for the latest.

**Update 8** As part of a routine database maintenance task customers may notice a few intermittent install and policy rendering failures. Please retry before contacting support. 7/17/2017 8:00 AM PST

**UPDATE 7** Some customers may notice a few intermittent install failures, please retry before contacting Sophos Support. 7/14/2017 2:00 PM PST

**UPDATE 6** Installations are being processed normally, service is restored. Please re-download installer from Central. 7/14/2017 9:00 AM PST

**UPDATE 5** Installations are now working as of July 13, 2017 19:00 UTC-5. See knowledge base article for the latest.

**UPDATE 4** New installs likely to still fail. http://centralstatus.sophos.com/#!/ has latest update. 

**UPDATE 3** System is now processing backlogs. Please see last updates here.

**UPDATE 2** Issue is ongoing, apologies. Impacts all areas within Central that rely on MCS communication between client and Central. 7/13/2017 8:00 AM PST

**UPDATE** Development has identified root cause and is working on a fix. 

Hello,

We are seeing delays with policy changes and enforcement in Sophos Central (US-West region) as well as installation failures due to inability of new endpoint installations to initially register. Our engineers are working to restore latency. Please note your endpoints remain protected. Updates will be provided on this thread.

KBA: https://community.sophos.com/kb/en-us/126477

Thank you,

Bob



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Parents

  • This isn't just affecting those who are mid-deployment.  Our newly imaged machines aren't correctly contacting the server for new provisioning.  The status page claims this is a performance degradation.  This is obviously a disruption. Your post states "We're seeing some delays with policy changes" my policy changes haven't updated in two days now.  Delay?

     By the way, your update isn't timestamped.  How long ago did the dev team identify the root cause?

Reply

  • This isn't just affecting those who are mid-deployment.  Our newly imaged machines aren't correctly contacting the server for new provisioning.  The status page claims this is a performance degradation.  This is obviously a disruption. Your post states "We're seeing some delays with policy changes" my policy changes haven't updated in two days now.  Delay?

     By the way, your update isn't timestamped.  How long ago did the dev team identify the root cause?

Children
  • in reply to Kevin Brenner

    I hate to say it, but we may not see a fix for quite awhile.  The Cloud Web Gateway has been broken since May 21st and there have been no updates on the status of repairing it.

  • in reply to Kevin Brenner

    Precisely! Why don't SOPHOS make known the root cause? Is it a DDoS attack on your servers? We are getting the same error here in Singapore! In the midst of a massive deployment here. We deployed just before the issue was reported in SOPHOS central status page. Were there any advance or early warning indicators of server problems?

    It is almost unthinkable of pursing synchronised security heartbeat now. What if the same happens to the heartbeat reporting? Correct me if I'm If wrong but if SOPHOS cloud reports to XG Firewall that endpoint has not reported in for 48hours aren't all our endpoints are going to get blocked by firewall as they will be marked as suspicious???

    This needs to be addressed soonest else the product will be a disaster!

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