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

We are experiencing the same issues as other companies.  We are experiencing the new install machines failing, we are seeing that when we run a diagnostic on the machines the computer management is having issue and provides an error with 504 gateway timeout.  Our laptop machines are loosing wifi connectivity although they are in the policy that allows wifi.  we are getting failed updates although the desktop console is update on the Sophos central console it shows out of date. 

This is becoming to frequent and to often in our environment especially when you have Ransomware and Breachs at an all time high.  What is being done to resolve this issue and get our companies running at a smooth pace? are we really secure when you tell us that?  Many of us have invested great amounts of money and we are experiencing issues that last months with no true resolution that does not look good for us who truly believed in Sophos. 

This week all of our Laptops have lost WiFi connectivity.  We have Chiefs in meetings and they all lost connectivity and it has been taking hours to get them back online with wifi.  This is definitely not a good look.  As this has been happening for about 2 to 3 weeks.

I have a laptop that took about 2 hour to get updated with the Communication Management and still not updating on the Sophos Central Console.  There is a huge communication delay

in the Diagnostic Tool it show that Management Communication is failing with the error "504 Gateway Timeout.  With 4 failed attempts. the server address we are connecting to is 52.25.245.140

This week all of our Laptops have lost WiFi connectivity.  We have Chiefs in meetings and they all lost connectivity and it has been taking hours to get them back online with wifi.  This is definitely not a good look.  As this has been happening for about 2 to 3 weeks.

I have a laptop that took about 2 hour to get updated with the Communication Management and still not updating on the Sophos Central Console.  There is a huge communication delay

in the Diagnostic Tool it show that Management Communication is failing with the error "504 Gateway Timeout.  With 4 failed attempts. the server address we are connecting to is 52.25.245.140

I'm also getting constant alerts that One or More sophos services are missing or not running ....

All the more reason to move off this decaying platform.

On page 12 of this forum on August 31st, 2017 I reported the same thing.... Since August 25th I've been working with techs on this and still is not fixed. The tech confirmed with me that many other users are getting this issue.


And come on Sophos... Be responsible and start owning up to your mistakes. Stop lying telling us that everything is fine, but then on these forums say you're having "blips". You tell us you do report your problems but nothing on the status page in he last 9 days?... Yet when people say they have issues for the past 2 weeks and everyone on here confirms that they're getting the same issues plus your own technicians acknowledge there's an problem, your Marketing, PR or some group say to not report it!! Can you really expect your customers to be loyal if you're not loyal to your customers?

Still discussing with the Central team for more info. This was just posted: Sophos Central Admin - 9/15/17 16:00 UTC - Sophos is aware of a new issue that is preventing opening of devices for some customers within Sophos Central Admin.

Sorry Sure Win but everything is working fine because http://centralstatus.sophos.com shows everything is fine and dandy for days...... /s

I beat the web team to the punch.

Sure win - I don't see how your post relates to my last one. What about the "One or more services are missing"??? Why am I and several other Sophos client's still getting these alerts?

Thank you for the updated KB article but to put that into perspective, I was dealing with this off and on two months ago. Consistently I was told I'm an isolated incident.

You know, that's right!  Sophos has insisted that we check centralstatus.sophos.com for any problems.  Oh wait...maybe we were supposed to be following the Twitter feed?

Trevor Karppi said:

Sure win - I don't see how your post relates to my last one. What about the "One or more services are missing"??? Why am I and several other Sophos client's still getting these alerts?

Trevor when I have my desktop team look into these, often the end point client actually is broken and requires a full removal/reinstall of Sophos. My theory is either a. they're broken clients from when this crap first started happening or b. Sophos has a buggy product. I hope it's just theory a. and once we touch all these machiens manually to re-install, the problem will go away.

Have you been looking at the machines and verifying the state of the client and the associated services?

I think it being buggy is the answer here. I've had our users computers generate these alerts multiple times even after full reinstalls (Using Revo Uninstaller to complete wipe out any registry keys as well). The tech that I was working with could replicate our exact issue by installing Sophos in his test environment. To answer your last question, yes. We can do a work around of deleting the SophosUpdate.xml file and renaming "decoded" and "warehouse" files to "decoded_old" and "warehouse_old". This causes the clients to see they are out-of-date and downloads the services again. For others I use PsExec to force an update and registry of services which has worked well each time. The bad part is that we are still getting these alerts for different machines and in some cases for the same machines...

I hope you're theory is wrong, we have 1,700+ machines on our network with Sophos installed and if we have to reinstall every single one Sophos better be cutting us a check to pay for the time of our techs and lost production time to clean up their screw up.

Sure Win said:

Still discussing with the Central team for more info. This was just posted: Sophos Central Admin - 9/15/17 16:00 UTC - Sophos is aware of a new issue that is preventing opening of devices for some customers within Sophos Central Admin.

 

This issue is now resolved. Device list replication paused for a moment and is now caught up.