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Opinion on the updater snafu from a Senior Admin

Pagjsp

I've been in this business over 30 years, and I have, believe me, gone through Hell with a lot of previous anti-virus products in the past. Sophos was, and still is in my opinion, the best and easiest to administer. So, it's amusing to read some of the posts on the Internet from rookie admins doing a good imitation of a Drama Queen. Knee-jerk reactions won't do you any good when something like this happens. I too, could not get through to Sophos yesterday afternoon. But, I understood that their phone lines were probably overtaxed, so I just waited for them to fix the problem, applied the fixes from other admins I found on the Net, and by the time I went home to a cold supper, things were more or less back to normal.

Now, having said all that, and holding Sophos in such high esteem for so long, I'm as disappointed as anyone over this. I expect, in fact I demand, more from Sophos. If they want to be held up as the gold standard in this business, they'd better review procedures and try to make sure this doesn't happen again. Furthermore, a supreme gesture of good faith would be some sort of discount on their loyal customer's next maintenance contract.

:31353


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    In our case we have over 10,000 endpoints affected, with deny and move enabled so I spent a good portion of the night preparing a vbs to deploy in the morning. Its certainly not the first time something has happened like this, other endpoint management software packages have done similar things to us, and this is certainly not the worst damage ive seen. At least people can pretty much still use their comptuers as normal. Though it will take months to clean up most of our workstations, and I doubt we will ever see 100% of them fixed since so many are mobile, life goes on.

    But this is a massive failure in proceedure. It certainly could have been worse. This same type of failure in quailty control could have caused massive damage to the OS and we could have 10,000 systems down. I'm greatful that didn't happen but the point is it easily could have.

    So from here, whether we stay with Sophos as our contract comes up for renewal will depend entirely on how they smooth things over with their customers. I know this kind of thing could happen again with an other AV products if we switch. I wont switch for that reason. I will switch if they cannot redeem themselves. And so, I await their offer of amends.

    :31815
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  • 0

    In our case we have over 10,000 endpoints affected, with deny and move enabled so I spent a good portion of the night preparing a vbs to deploy in the morning. Its certainly not the first time something has happened like this, other endpoint management software packages have done similar things to us, and this is certainly not the worst damage ive seen. At least people can pretty much still use their comptuers as normal. Though it will take months to clean up most of our workstations, and I doubt we will ever see 100% of them fixed since so many are mobile, life goes on.

    But this is a massive failure in proceedure. It certainly could have been worse. This same type of failure in quailty control could have caused massive damage to the OS and we could have 10,000 systems down. I'm greatful that didn't happen but the point is it easily could have.

    So from here, whether we stay with Sophos as our contract comes up for renewal will depend entirely on how they smooth things over with their customers. I know this kind of thing could happen again with an other AV products if we switch. I wont switch for that reason. I will switch if they cannot redeem themselves. And so, I await their offer of amends.

    :31815
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