Odd behavior: freezes and certificate errors

Question

Hello all, 
 
 I've been running BIg Sur with the Sophos Endpoint Protection software for about two weeks now, and I'm noticing some intermittent issues. I am NOT certain that the Sophos client has anything to do with it. 
 
 Symptoms 
 * Sudden bouts of "freezing" applications. They become unresponsive, show the spinning circle, and must be Force-Quit. The impact at the times of these freezes is High; in effect, the system becomes unusable. 
 * Unpredictable and intermittent TLS Certificate errors within web browsers, claiming that sites present the incorrect certificate. The certs that are presented belong to different tabs. Happens in Chrome, Safari and Firefox. When they happen, they prevent pages from loading, so the impact is pretty high. 
 
 These symptoms started post-upgrade to Big Sur+EAP Sophos Client. 
 
 NOTE: there seems some negative interplay between Google Drive File Stream and the Sophos client as well, but I don't have enough of a handle on that yet to write something meaningful about 
 
 It APPEARS that disabling Cryptoguard resolves the issue. Obviously, that's not an acceptable workaround. However, when I went to Big Sur and the EAP client, I suspected that I was in for a bit of pain, so I'm not complaining (too much). 
 
 I'm running Big Sur on a 2008 Macbook Pro with 32Gb of Memory.

Eric Keung · Answer

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.

David Lancaster · Answer

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

David Lancaster · Answer

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

Eric Keung · Answer

Hi Martin, 
 Thank you for your feedback. I'd like to confirm with you that the issue you're experiencing is related to " intermittent TLS Certificate errors within web browsers" and not Google Drive File Stream? 
 Your continual feedback is much appreciated.

Eric Keung · Answer

Hi Kees, 
 I'd like to confirm with you that a fter disabling CryptoGuard and while Web Protection features are enabled, do you still experience "intermittent TLS Certificate errors within web browsers" ? 
 Your continual feedback will help us improving the users experience in the final release of the product and is much appreciated.

Odd behavior: freezes and certificate errors

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