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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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  • in reply to Bianson

    Hi Bob,

     

    We absolutely must be given a root cause analysis for a 3 day outage of a cloud product, otherwise my opinion of, and faith in Sophos as a platform will be tarnished and we will have to strongly considering migrating to a different vendor come license renewal time.

  • in reply to Christopher Curwood

    Hi

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

  • in reply to Sure Win

    If I'm reading it correctly, it sounds like Sophos DDoSed themselves...

  • in reply to Jan Vincent Agay

    Well, it is better than I expected but less than we deserve.  I like how they shortened the number of days the outage ran in the RCA.  It is also worth noting that this is the third time an untested product release has caused major issues (for our company at least).  I am still very unsatisfied with the response and would like to see them introduce more product testing and (create?) expand their QA department.

  • in reply to K_M

    I agree about the ddos comment.  That explains why they tried to minimize the issue.  They caused it.

    It seems like a lot of growing pains at Sophos.  Earlier in the year there was a bad firmware for UTM and it took some time before they finally realized what happened.

    Had it not been for a partner calling in right before I did with the same issue, it would've gone on longer.

    It should be quality before quantity.

  • in reply to Christopher Curwood

    I'm very frustrated and agree. This feels more like a beta product every day and has become the most difficult part of deploying new machines. I've sometimes spent hours getting the cloud product installed on a new machine and often end up reimaging and starting over. I did a new install last night that completed successfully but failed to update. Still failing this morning and for some reason this latest version has no login option to disable tamper protection so I can reinstall. Sophos central show the machine communicating but with error "ERROR: Could not find a source for updated packages".

    Disabling tamper protection in Sophos central isn't disabling it on the machine. Looks like it's another re-image and start over.

    I'm ready to dump the cloud version and go back to onsite server version.

  • in reply to Mike Wheeler

    I wish it was just Sophos that feels like a beta product.  I don't know of an application lately that hasn't felt like it was in alpha or beta.

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