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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

  • We use LogMeIn with our clients and every single time I connect to a machines dashboard (any machine out of 150) I get to see windows event viewer full of Sophos 504 errors. I have not gone a full week without getting a 504 from the amazon server hosting this, whether it be for updates, installs or policy changes. I pushed for moving to central from enterprise console because of the additional features and ease of being able to access a web interface, all based on the assumptions that the service actually worked since my sales rep advised it's the same as EC but cloud hosted. Boy was that incorrect, reporting is a joke on central, the interface is unresponsive at the best of times, e-mail notifications are also a joke, it's almost funny how poorly implemented some of these features are.

    I suppose I can't be too upset that it isn't what I was expecting, but this is a very poor service. It really does feel like we are the beta testers for central and there isn't a day that goes by that I don't regret moving to it from enterprise console. If I hadn't already reprovisioned the server that was being used elsewhere I would be making the switch back in a heartbeat. 

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  • We use LogMeIn with our clients and every single time I connect to a machines dashboard (any machine out of 150) I get to see windows event viewer full of Sophos 504 errors. I have not gone a full week without getting a 504 from the amazon server hosting this, whether it be for updates, installs or policy changes. I pushed for moving to central from enterprise console because of the additional features and ease of being able to access a web interface, all based on the assumptions that the service actually worked since my sales rep advised it's the same as EC but cloud hosted. Boy was that incorrect, reporting is a joke on central, the interface is unresponsive at the best of times, e-mail notifications are also a joke, it's almost funny how poorly implemented some of these features are.

    I suppose I can't be too upset that it isn't what I was expecting, but this is a very poor service. It really does feel like we are the beta testers for central and there isn't a day that goes by that I don't regret moving to it from enterprise console. If I hadn't already reprovisioned the server that was being used elsewhere I would be making the switch back in a heartbeat. 

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  • in reply to GeoffTerry

    Hi Geoff.  I hope you don't have the Cloud Web Gateway.  It is completely incompatible with LogMeIn (which is interesting given that it is the remote agent Sophos support uses).  We have had a ticket open to get this fixed since April.  Given their current trend of breaking more and more things when they *patch* the system, I wouldn't be surprised if it is another 6 months before this even gets looked at.  The worst part is that I have had to fight to keep the ticket open as support has closed it in the past claiming it was fixed (they never tested it or contacted us - they just closed the ticket!).  I wish you luck with your clients.  We all need it with this company.

    -Keith

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