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Sophos Cloud Web Gateway unable to finish installation due to cloud issues

Erich Weihrauch

Hello all.

Once again I am faced with the issue where Sophos Cloud Web Gateway cannot connect to Sophos Cloud due to:

Received Error during pre-registration: connect to us.core-gateway.cwg.sophos.com:443 [us.core-gatweay.cwg.sophos.com/52.33.31.30, us.core......] failed: Read timed out]. Please contact Sophos Support.

Other install attempts are met with handshake failures as well. Seems to be flipping between these messages.

This happened last week during the cloud issues, is it occurring again today?



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  • 0

    Also having this issue.  We are also seeing that changes to the Sophos Web Gateway policy are not being applied to the endpoints.

  • 0 in reply to Reed GroupIT

    5:33pm US EST and it's still not working....

    Started trying the install at about 2pm US EST....

  • 0 in reply to Erich Weihrauch

    Was able to install it on attempt # 2 this morning (~8am US EST).

  • 0 in reply to Erich Weihrauch

    Unfortuantely, here we go again. Seems to be happening on yet another system this morning (~9:50am).

    Getting the flip flop between remote host closed during handshake and time out errors.

    Also randomly seeing the install complete, but when you click on 'Finish' it asks if you are sure you want to cancel... is this even tested before being released?

  • 0 in reply to Erich Weihrauch

    We continue to see issues with installation, and with the policy.

     

    Policy issues:

    At times it's taking up to 4+ apply changes to a policy. -  This has been an issue for us since 8/11.  On 8/15 I was told, by Sophos Support, that this is a known issue, yet on that day Sophos Central status (http://centralstatus.sophos.com/) was reporting all systems normal. 

    At times, when trying to make changes to a policy, when you expanding the categories the sub-categories are missing. - I have a ticket opened with Sophos Support.

  • 0

    We are facing the same issue saying unable to contact sophos servers... That behavior happens on 02 differente computers (desktop and Laptop) even using 3G mobile phone internet connection which means no problems with the internet itself...

  • 0

    This is happening to our new installations.

  • 0 in reply to K_M

    2017-09-06 17:02:39,677Z [5] ERROR CWGInstallerLibrary.InstallManager - Error checking device registration
    System.Exception: Received error during pre-registration: Connect to us.core-gateway.cwg.sophos.com:443 [us.core-gateway.cwg.sophos.com/52.27.42.35, us.core-gateway.cwg.sophos.com/52.37.169.55, us.core-gateway.cwg.sophos.com/54.187.80.62] failed: Read timed out] . Please contact Sophos Support
    em CWGInstallerLibrary.RelayConnectors.PreRegisterCheck(String productKey, String loginName, String email)
    em CWGInstallerLibrary.InstallManager.PreRegisterWorker_DoWork(Object source, DoWorkEventArgs args)
    2017-09-06 17:04:14,092Z [5] WARN CWGInstallerLibrary.ProcessUtils - Tried to start process at path [C:\Program Files\Sophos\Cloud Network Agent\sbin\SophosAgentUI.exe] that doesn't exist
    2017-09-06 17:04:14,098Z [1] DEBUG CWGInstallerLibrary.InstallManager - Installation completed with error, reboot required=False
    System.Exception: Received error during pre-registration: Connect to us.core-gateway.cwg.sophos.com:443 [us.core-gateway.cwg.sophos.com/52.27.42.35, us.core-gateway.cwg.sophos.com/52.37.169.55, us.core-gateway.cwg.sophos.com/54.187.80.62] failed: Read timed out] . Please contact Sophos Support
    em CWGInstallerLibrary.RelayConnectors.PreRegisterCheck(String productKey, String loginName, String email)
    em CWGInstallerLibrary.InstallManager.PreRegisterWorker_DoWork(Object source, DoWorkEventArgs args)
    em System.ComponentModel.BackgroundWorker.WorkerThreadStart(Object argument)
    2017-09-06 17:04:14,248Z [1] INFO CWGInstallerLibrary.ReportingService - Sending report for EID [80e4d6f8-efc7-4254-8882-91dbf23d0218]...
    2017-09-06 17:04:15,203Z [5] DEBUG CWGInstallerLibrary.ReportingService - Done writing out report...
    2017-09-06 17:04:15,642Z [5] DEBUG CWGInstallerLibrary.ReportingService - Installation report got response code: OK
    2017-09-06 17:04:15,722Z [1] ERROR CWGInstallerWPF.MainWindow - Error during install
    System.Exception: Received error during pre-registration: Connect to us.core-gateway.cwg.sophos.com:443 [us.core-gateway.cwg.sophos.com/52.27.42.35, us.core-gateway.cwg.sophos.com/52.37.169.55, us.core-gateway.cwg.sophos.com/54.187.80.62] failed: Read timed out] . Please contact Sophos Support
    em CWGInstallerLibrary.RelayConnectors.PreRegisterCheck(String productKey, String loginName, String email)
    em CWGInstallerLibrary.InstallManager.PreRegisterWorker_DoWork(Object source, DoWorkEventArgs args)
    em System.ComponentModel.BackgroundWorker.WorkerThreadStart(Object argument)

    ---

  • 0

    We are also seeing this issue again.  So far the roll out of the Cloud Web Gateway has been a disaster.

  • 0

    There have been so many major failures and problems thanks to Sophos that we pretty much have a full time job to just keep the system running.  This has got to be the worst product on the market.  Right now we have had to disable the CWG with Group Policy until some of the failures can be fixed.  It is ridiculous.

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