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

**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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Bianson over 8 years ago

Post updated. I hear you on RCA and will try to get my hands on one.
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Christopher Curwood over 7 years ago 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.
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Sure Win over 7 years ago in reply to Christopher Curwood

Hi Christopher Curwood

Root cause analysis KBA has been published: see knowledge base article for the latest.
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Jan Vincent Agay over 7 years ago in reply to Sure Win

If I'm reading it correctly, it sounds like Sophos DDoSed themselves...
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Jan Vincent Agay over 7 years ago in reply to Sure Win

If I'm reading it correctly, it sounds like Sophos DDoSed themselves...
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K_M over 7 years ago 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.
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Jeffrey Jarzabek over 7 years ago 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.
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Issue: Sophos Central Admin – US-West region - Delays with the enforcement of Central policies on managed endpoints.

Submitted a Tech Support Case lately from the Support Portal?