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Twice per day freeze on Windows 7 (Sophos Endpoint Security & Control 10.0)

Wayne_Newberry

For over 3 months now, I've been seeing an odd behavior on my Windows 7 Ultimate laptop (Dell Latitude E6420).

About 5 to 10 minutes after I log in for the day, the whole machine locks up for about 10 minutes, then the lockup clears and all is normal until a time later in the day (it varies) when the same thing happens again. My IT department has, without success, been trying to get a resolution from Sophos because they have traced the problem to those times when Sophos attempts to do an update of the local database, We use Sophos Endpoint Security and Control version 10.0, deployed for everyone by our IT department.

This problem occurs when I VPN in from home, but if I do not activate the VPN connection, and just work on the laptop locally, it does not occur.


While I'm sure that this problem has its complexities, it just seems to me that with the passing of time, the emphasis on this problem would have increased. But perhaps, I'm being naive about that.

I'd appreciate any input on either of two things: a) Have you experienced this problem and been provided with a resolution? b) Do you have any suggestions for how to get Sophos to pay more attention to this problem?

Thanks,
Wayne

:33559


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    Hello Wayne,

    haven't seen something like it (but then I don't use VPN very often and, if "outside", our clients update from a WebCID). From your description it's probably indeed in conjunction with downloading updates. Is the update location a UNC share (if so then probably only accessible over VPN)?

    Can't say if it's Sophos that doesn't pay attention (BTW - did you our your IT ever collect the logs and configuration data from your machine?) - guess updating over VPN is not that uncommon and if there were a known (general) problem we'd likely have heard. Are there others at your site with similar configurations but no problems? As a lock-up, well, locks up the machine the regular logs usually don't provide much insight (apart from the affirmation that "it" has occurred) and troubleshooting it requires special procedures.

    how to get Sophos to pay more attention to this problem

    Assuming this is a singular (or at least rare) problem then at a certain point you (rather your IT) have to convince Sophos that it's actually their product which is failing. How far should (and can) they go with a complex problem? You didn't tell any details what has already been done and checked (apart from that the issue has been correlated with Sophos updating) - I can think of a number of things I'd do in such a situation, none of them "unobtrusive and unintrusive". In no way I'm trying to denigrate your IT - but further debugging likely also requires some additional effort from their side (which they'd not only have to justify but they'd also have to have the resources available). 

    I hate sounding negative but for the moment that's all I could come up with

    Christian   

    :33575
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  • 0

    Hello Wayne,

    haven't seen something like it (but then I don't use VPN very often and, if "outside", our clients update from a WebCID). From your description it's probably indeed in conjunction with downloading updates. Is the update location a UNC share (if so then probably only accessible over VPN)?

    Can't say if it's Sophos that doesn't pay attention (BTW - did you our your IT ever collect the logs and configuration data from your machine?) - guess updating over VPN is not that uncommon and if there were a known (general) problem we'd likely have heard. Are there others at your site with similar configurations but no problems? As a lock-up, well, locks up the machine the regular logs usually don't provide much insight (apart from the affirmation that "it" has occurred) and troubleshooting it requires special procedures.

    how to get Sophos to pay more attention to this problem

    Assuming this is a singular (or at least rare) problem then at a certain point you (rather your IT) have to convince Sophos that it's actually their product which is failing. How far should (and can) they go with a complex problem? You didn't tell any details what has already been done and checked (apart from that the issue has been correlated with Sophos updating) - I can think of a number of things I'd do in such a situation, none of them "unobtrusive and unintrusive". In no way I'm trying to denigrate your IT - but further debugging likely also requires some additional effort from their side (which they'd not only have to justify but they'd also have to have the resources available). 

    I hate sounding negative but for the moment that's all I could come up with

    Christian   

    :33575
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