Odd behavior: freezes and certificate errors

Please be on the lookout for v10.0.3, the update is rolling out this week and we'd be keen to know if any of the fixes address the issue you're seeing.

I received the 10.0.3 update and am still experiencing problem. It appears that DNS lookups are failing very frequently. I'll tinker around with settings in the client to see which exclusions resolve the behavior.

I'm experiencing the same issues. When using a browser the url can't be found. A refresh of the page resolve the issue.

Hi Kees and Martin,

Sorry to hear that you're having trouble. Our product does not process DNS lookups. Are you still having certificate issues? If so, we were hoping you could provide more details and steps to reproduce. Also, we would love to take a look at an SDU which was generated just after the problem occur to see what may be wrong.

Please post the new SDU file names here for us. 

Your continual feedback is much appreciated.

Hi Kees and Martin,

Sorry to hear that you're having trouble. Our product does not process DNS lookups. Are you still having certificate issues? If so, we were hoping you could provide more details and steps to reproduce. Also, we would love to take a look at an SDU which was generated just after the problem occur to see what may be wrong.

Please post the new SDU file names here for us. 

Your continual feedback is much appreciated.

Hot off the presses: 5ba2b454-8eb9-94fd-0835-b80771709850_2021-02-12-19-48-03.zip

Behavior seems the be triggered whenever Google Drive becomes active. NOTE: Google Drive File Stream recently upgraded to "Google Drive". Unlike last time, I am now running Google Drive version 45.0.12.0. The Sophos client is still at 10.0.3

The Google Drive File Stream / CryptoGuard fix has completed development and currently under test to be release for GA.

I'm interest in the "... DNS lookups are failing very frequently." issue you have reported. Was this issue occurring prior to your recent generation of the SDU?

The DNS lookups are continuing to be a problem, but might be coincidental with Google Drive activity. A typical web browser doesn't demonstrate as being stalled until I click a link. I'll make sure to pay close attention to subsequent issues, and I'll be sure to report back when I see stalled sessions without Google Drive activity

Thank you for your continual feedback, I'll have an Engineer to look at the newly provided SDU to see if we can spot any problem.

Just to update. The issue seems to continue, even when all components are in bypass. It is almost perfectly reproducible with triggering a rapid succession of operations on different files stored on a Google Drive volume.

When the "freeze" triggers, I suspect all disk i/o is suspended, since apps that do NOT require any disk i/o continue to work. Once they access secondary storage, they too freeze.

I'll put the exclusions for the Google Drive folders on again, and see if that makes a difference.

Hi Eric,

This weekend I have seen a lot of connection errors. I can confirm it's not related to DNS or Certificate errors. It seems Sophos interrupts the network traffic because I noticed VPN connections are affected as well. During a VPN connecting I noticed drops (VPN keeps alive/reconnects). Besides that I have captured screenshot when the connection was lost in Safari. All I did was browsing and clicking on links. This issue happend this weekend many times.

I've tried to upload an image but during upload I get to see this error "An error occurred. Please try again or contact your administrator." in this portal.

Hi Kees,

We are aware of the issue of CryptoGuard interfering with Google Drive, and the fix for it is in the upcoming GA release being rolled as we speak. The GA version will be being released to both EAP and GA lines together so no action is required to get the update.

Thank you and your feedback is much appreciated.