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Sophos Support Dissapointment

absolut_legend

Hi All,

I can not seem to get anyone at Sophos support to provide any kind of useful support. I am curious if anyone else is experiencing this.

The forums are down, their support sucks and one of my clients's email proxy is down in a HA production environment...

Last time I had an issue, I had to resort to a clean firmware install to fix it as I could not continue waiting for a dead-loop solution.

This time... seems it is the same. I'm being bounced between support staff that don't provide an answer, don't provide any reassurance and refuse to call their client back.

After over 15+ years of supporting Astaro and Sophos... I just can't believe it has gotten so bad.

Maybe, just maybe... someone will read this and perhaps react and get back to me.

Otherwise, looks like my weekend is gone doing a complete firmware reinstall again and having to calm very heated customers.



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Parents
  • Now that customers and resellers are having to go to Sophos Support for most help, I expect that they're overwhelmed as they also relied on the old User BB to help them close cases.

    What is the problem with the email proxy?

    Cheers - Bob
  • in reply to BAlfson
    This post may have gotten through, today I got a call and people actually moved and fixed it.

    It was an SMTP Database corruption issue.

    I'm still waiting for an answer as to what caused it and how to prevent as the client wants root cause & preventative action in place.

    My concern is if this corruption was caused by a malformed malware email designed to do what it did... this would be serious for all users.

    No reply on this just yet.

    It seems there needs to be a separate smtp instance for system messages and alerts so at the very least we can get notified of the situation and start working on it before it gets out of hand.
  • in reply to absolut_legend
    Sometimes, this just happens, so I don't think you'll get an answer to the root cause. I doubt that it's anything to do with malware.

    Billybob gave a prescription for repairing the SMTP PostgreSQL database:

    /var/mdw/scripts/smtp stop
    dropdb -U postgres smtp
    createdb -U postgres smtp
    /var/mdw/scripts/smtp start

    If that doesn't fix you up, you can redo ALL of the PostgreSQL databases with (caution, deletes all reporting and graph data, but nothing in the logs):

    /etc/init.d/postgresql92 rebuild

    Cheers - Bob
  • in reply to BAlfson
    Hi Bob, Thanks.
    Not sure if you're privi to the email going back and forth on this support case.

    My client wants a root cause (have) and preventative measure in place (don't have).

    Also, how are we to know about a DB corruption ? Is there a notification for it ? any monitoring of it? Seems like a pretty serious point that should have a notification...

    Then the next question is, when the SMTP relay is down like this, how would the system notify you as it can't email out. Would a Smart relay work and make sense ?

    ... there are still unanswered questions from Sophos that I believe back in the Astaro days would have been answered on day 1.
  • in reply to absolut_legend
    Well, since I'm not a Sophos employee, no, I have no idea what's in those emails. Do you know if the prescription I gave above is what Sophos Support used to repair the problem? You never said what caused you to submit a case to Support - was it an email notification, a failure to deliver mail or ???

    Cheers - Bob
  • in reply to BAlfson
    Hi Bob,

    I think the whole logs from the mailmanager will be lost, right? And does this also delete the quarantined mails?


    regards
    Sebastian
  • in reply to seroal

    No, Sebastian, that rebuilds the quarantine database.  I don't think it affects the content of the 'SMTP Log' tab in Mail Manager, but I don't remember that with certainty.

    Cheers - Bob

Reply Children
  • in reply to BAlfson

    Hi All,


    Just 5 months down and I'm in the same situation and the same poor Sophos support.


    I would actually prefer to be able to purchase a lower end subscription that is only for system updates and no support cases, or only a limited number of cases per year (perhaps 1-2 cases/year, not that I would use them).

    I'm going to do a full rebuild of the systems tomorrow night, downloading my smart-installer package at the moment.

    It's really sad that support is so bad. I reported this on Monday 23, got an auto reply asking for details, provided more than what was requested (also connection details so support could connect to investigate) a full description of the issue.

    Yesterday I get a mail from someone that says they will "look into it after they have finished some training in the morning" which is 1. Worrying that someone with no experience is going to look after my case and 2. Makes the priority of my case seem like it's a little low on the list.

    Today, morning, I reply again to try and wake someone up, no reply. Afternoon I reply again... no reply...

    Really, what am I supposed to answer to the customer, it's embarrassing and ridiculous.

    On a different note, sorry not to reply to you Bob, the way I found out about this issue last time and this time was that the client called me (since they could not send an email) and informed they could not send/receive from outside...