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Web browser stops working after Sophos Endpoint 10.0 is installed

BrianPaul

IE and Firefox stop working after installing Sophos Endpoint 10.0.  If we turn off Web Protection, then it works.  What would be causing this?  I would like to leave web protection on.  It does work on some computers with web protection enabled, but not all.  Does anyone know what the problem would be?

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    Hello tzeyen,

    first of all, I've changed the subject. 10.0 is past its maintenance period and will be completely EOL in a few weeks.

    Apparently the issue is not widespread. SCF might or might not be part of the SESC 10.3 installation (SCF is not a separate product, you can't install just SCF) and you didn't give much details so no wonder Sandy suggested this article which seems to be the only applicable.

    How do you think an uncommon problem gets resolved when all those encountring it just uninstall, sit back and wait that it magically disappears? How could someone (Development) tell you that it is resolved if it can't be reproduced in the first place? BTW - it strikes me odd that you simply uninstall and use another product for the time being, SESC isn't free (apart from the trial). Did you license it or has it been provided to you? 

    Christian     

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    Hi Christian,

    Thanks for the response.  I have it provided at UCLA.  I have installed and had to uninstall several times because the same thing keeps happening.  For a while I couldn't figure out what was causing the browser problem and I spent days and even weeks completely going back to factory installation and having to reinstall and reconfigure software for hours and hours.  When I finally discovered it was Sophos Antivirus I uninstalled and everything worked fine.  When I again reinstalled the problem happened almost immediately every time.  Thanks for your assistance with this.

    Terry Zeyen

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    Hello Terry,

    provided at UCLA

    hm, I see you're a "specialist" ...

    The release notes only mention speed improvements in conjunction with web browsing. What's all browsers stop working exactly? No connection, i.e. a timeout? Or the browser crashing or apparently not starting at all? It's far-fetched but reading the release notes I wonder whether it has something to do with EMET - but then, this should be visible (see Installed MS-EMET5-now getting errors from sophos dll).

    There doesn't seem to be a simple answer though and for further troubleshooting you (or UCLA's IT) would have to work directly with Support.  

    Christian

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    Hi again Christian,

    Again, thanks for the response.  The browsers open up and seem to go to the first url I input but, after going to one url, all browsers just sort of hang endlessly never making a successful connection to a newly-requested url.  Thanks again.

    Terry

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    HI,

    I would be interested to know what other software is installed and does anything third party other than Sophos have a WFP driver etc..

    http://www.komodia.com/wfp_hl

    has a good description of WFP.  Sophos has a callout driver (Windows 8/2012 rather than a legacy LSP on earlier platforms) in order to access the traffic.

    The ouputs of:
    wmic product get name,version > products.txt

    and

    netsh wfp show filters

    Creates filters.xml

    would be interesting as would the state of the service:

    Sophos Web Filter

    "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\swi_filter.exe"

    Make sure that is started.  

    In addition to that, if you run ProcessExplorer (http://live.sysinternals.com/procexp.exe), you should see the above service has spawned a process called swi_fc.exe.  If you look at the TCP/IP tab of that process, that is the process that is actually making the connections to the web servers.  The "state" values might be interesting.

    Regards,

    Jak

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