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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 Reply
  • in reply to Bianson

    Can we expect a fix today? I too am holding up a deployment because of this outage. Is Sophos going to share a post mortem report with its customers? I'm deeply concerned and could use a little reassurance that this product isn't going to be a nightmare. 

Children
  • in reply to Ben Luke

    Ben, this is pretty bad, but this is the first Sophos Central issue that has affected the client side since our launch in February.  It's still very concerning though.  And I would definitely like to see a detailed outage report explaining how this issue was "fixed" and exactly why we can expect this specific issue to never happen again.

  • in reply to Ben Luke

    Hi Ben,

    I will communicate out as soon as I know the fix release time. We are trying to get the fix out asap. Thank you.

  • in reply to Kevin Brenner

    If this is your first major issue, then you have been very lucky.  We have had numerous outages that hit our business pretty hard.  Most have been with the Cloud Web Gateway and the fact that we have a lot of cloud-based applications.

  • in reply to Bianson

    Bianson said:

    Hi Ben,

    I will communicate out as soon as I know the fix release time. We are trying to get the fix out asap. Thank you.

     

    Good to hear! I want to reiterate the importance of a post mortem though. It's important for the customers to be reasonably satisfied that this isn't going to happen again. 

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