Odd behavior: freezes and certificate errors

Hi Kees,

Thank you for your feedback, I'm sorry to hear you're having issues and would like to get some more details for the engineers to look into.

Which apps are the highest offenders for locking up? It'll also help us find the activity in the logs if you're able to pinpoint a time that it happened.

If you follow the instructions on the linked page the SDU archive will automatically be uploaded to Sophos, you'll just need to message me the filename and I'll get it to an engineer for analysis.

https://support.sophos.com/support/s/article/KB-000038603?language=en_US

Regards,

David Lancaster

I moved my laptop to a policy that specifically excluded the mount point for Google Drive File Stream and which disabled Cryptoguard. I'll let that cook today to see if the problem comes back. Tomorrow, I'll switch back to the old policy and see if that makes a difference. If it does, I'll run the diagnostic tool.

I don't think the issue is specific to any one application. My gut feeling is telling me to look for something DNS-related, but that is far from a certainty ;)

The issue just recurred and cleared immediately after disabling Cryptoguard.

Hi Kees,

Sorry you're still having issues, and thank you for keeping us posted.

It would be very helpful if you could generate an SDU that captures the following:

• when the issue occur
• issue being resolved by moving the Endpoint into the working policy group.

The SDU gathers logs from the last couple of days so if you're able to reproduce and then resolve the issue just before generating the SDU that would be ideal.

Please follow the instructions on the linked page and the SDU archive will automatically be uploaded to Sophos, you'll just need to message me the filename and I'll get it to an engineer for analysis.

https://support.sophos.com/support/s/article/KB-000038603?language=en_US

were you able to generate an SDU?

Yes, the filename is 5ba2b454-8eb9-94fd-0835-b80771709850_2020-12-15-18-17-03.zip

Hi there,

Based on that info, I encounter exactly the same problems on my mac (big sur, MBPro 2019). I combination with Google File Stream, several applications freeze and are completely unresponsive. Whenever I switch off either Sophos (don't like that one) or FileStream, everything runs smoothly.

I have the same issue. On two different machines running OS X Big Sur, if I have both Google File Drive Stream and Sophos running, then activities that access Google File Drive Stream can lead to freezes and hangs. It tends to happen most when I am modifying files as opposed to (for example) changing a file on another computer and then syncing it on this one. I tried turning off all of the components of Sophos, but that didn't appear to help. After completely uninstalling Sophos (which is not my top choice), I can easily access files in Google File Drive Stream.

I 'm experiencing the same issues and this is really annoying. The issues is related to the Sophos Web Network Extension.

Things that I've done so far:

• Disable Real Time Scanning: Internet
• Disable Controls on Users: Web Control
• Disable Runtime Protection: Malicious Traffic Detection

The above options didn't solve the issue.

 I noticed that in System Preferences > Network the SophosWebNetworkExtension was not running but is active. After I making the service "SophosWebNetworkExtension" inactive the issue was resolved. It seems this need some more work.

I created a Diagnose (fbf79015-2610-449a-b846-1cf5b531308f_2021-01-08-10-32-41.zip). Please let me know how we can help you.

The development team has been able to repro the issue related to Google Drive File Stream and will address it accordingly.

Thank you for the continual feedback.