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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 are still experiencing issues and delays with logging in to Sophos Central Admin Console.  I am unable to update the desktops that already have it installed it keeps failing.  I have tried to reinstall and it fails.  I have restarted and it still fails. 

     

    Is there another solution?  Our Security Team is becoming really concerned about the stability of Sophos.

     

    Thank you

     

    Aisha Smith

     

     

  • in reply to Aisha Smith

    Thanks for all of your feedback on this subject.  We've heard you. 

    Our Sophos Central team has committed to providing more current and detailed technical information on our Central Status page.  The page has been recently updated and reflects the status of the last two days, including the incident that occurred earlier today. 

    As always, we will provide a complete Root Cause Analysis (RCA) when we are fully confident that we have completely addressed the issues affecting performance.  Until then, please refer to the Sophos Central status page for the most current and accurate information.  

    We are happy to speak with you, your customers or your management teams if you still need more information. 

    Michael Anderson, SVP Global Services

    michael.anderson@sophos.com   +1 408 334 7300  

  • in reply to 1TruBob

    Multiple regions is fine but when you activate your Central account you choose where your data resides, i.e. Ireland, Germany, US; so although there are regions in a better state, your data can't go there.

  • in reply to Trevor Karppi

    Suffice it to say my opinion of Sophos has completely soured. At the end of the day, Money is what they truly care about and no matter how much we complain, only money talks.  

    I will no longer be using Sophos services after my subscription expires this year.

  • in reply to Trevor Karppi

    I think I'll make a big effort post over on /r/sysadmin about this saga; "Sophos DDoS themselves and chuckle about it". 200,000 subscribers on that subreddit alone.

  • in reply to MichaelAnderson

    MichaelAnderson said:

    As always, we will provide a complete Root Cause Analysis (RCA) when we are fully confident that we have completely addressed the issues affecting performance.  Until then, please refer to the Sophos Central status page for the most current and accurate information.  

    We are happy to speak with you, your customers or your management teams if you still need more information. 

    Michael Anderson, SVP Global Services

    michael.anderson@sophos.com   +1 408 334 7300  

     
    Hi Michael,
     
    Should I be concerned that it's been weeks and your team is still not fully confident that the issues have been addressed? I assume that's why the RCA hasn't been shared yet.
  • in reply to Christopher Curwood

    We are also looking for the RCA.

    Thank you,

    Keith

  • in reply to Christopher Curwood

    And why does the support page have a banner at the top indicating there are problems with Sophos Central saying...

    "Sophos Central Admin US-West customers may experience performance and login issues. See Central Status for the latest updates"

    But then when I go to Central Status it shows everything green and no problems?

    Which is more likely to be correct? Twitter?

  • in reply to Mike Wheeler

    Hi  The Central Status page will always have the latest for Central. The banners have all been removed. 

  • in reply to Sure Win

    66 out of 100 get this every day....

    This email alert was generated by Sophos Central. Do not reply to this email.

    Sophos Central Event Details.

    What happened: The Sophos Central software on this computer has missed two updates.

    Sophos support solution click on each one and manually trigger an update.

     

    computers in different states, different ISP, Sophos firewalls with update cashing, then 1 hr latter 25 different pc and the 66 are gone then 1 hr latter 50 pc then 1 hr latter all are up to date then 1hr latter 30 are out of date.

     

    the issues are not fixed stop band-adding the West and  fix it right, there is no issue in the East or the UK why is the West such an issue this has been going on for 3-4 weeks you could and should have rebuilt the entire west data center in that time and reloaded the DB for it.

    55,000.00$ worth of equipment and software and this is what we get ---- was worried about going cloud, assured outages we infrequent if at all by my sales rep and sales engineer.

  • in reply to Kenyon Companies

    Maybe we should cut them some slack.  I think they are genuinely trying for the five 9's...

    ...in customer dissatisfaction.

  • in reply to Christopher Curwood

    I run Sophos in the Ireland AWS Portal. I am experiencing the same issue(and them some!!) as you US customers.

    Check my rant here...

    https://community.sophos.com/products/sophos-central/f/sophos-central/96364/sophos-central---major-bugs-and-flaws

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