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Big Sur EAP stopping access to Exchange & Microsoft update

Matt McLaren

We installed the Big Sur Endpoint EAP last night on one of our Macs and the Mac now wont connect to the MS Exchange for any of our email accounts on that machine.  It also stopped the Microsoft update app from finding a connection.  We've tested it in Outlook 365 and Apple Mail and the problem continues.

Other Mac's (not running Big Sur) on the same network can still access MS Exchange.  This is the only device that is having problems and its since the EAP install.

I uninstalled the EAP on the device this morning and the Mac now works fine, with access to MS Exchange & MS update working no problems.

  • What feature is impacted?
    • See above
  • What is the severity of the issue?
    • High for me as we rely on emails.
  • Summary of the issues:
    • See above.
  • Observed behavior (What it did or didn’t do):
    • Office 
  • How do we reproduce it (Provide instructions to help us reproduce the behavior):
    • There was a recent Microsoft update (for all 365 apps) that would of installed on my Mac around the same time - maybe that caused an issue if no one else is reporting this?
  • Frequency (How often this occurs):
    • Happens every time I try to use Outlook 365 or Apple Mail or the Microsoft update app.
  • Desired behavior:(How is it expected to or should behave):
  • Environment (what hardware/software are you using):
    • Sophos is the only software that would be affecting traffic.
  • Other (Any other detail that we need to know about):
  • Supporting logs, tool output, etc.  
    • Dont have any.
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  • FormerMember
    0 FormerMember

    Hi,

    Thanks for reporting this. 

    For the investigation, please provide the following:

    • Go into Central, find the device, and click on the generate SDU button
    • Once the sdu is uploaded, post the file name here so we can extract it and take a look
    • Have you done any alterations to your policy?
      • if yes, has anything changed the symptoms?
      • Or have you just tested removing the product?
    • Have you allowed all the permissions for the product and rebooted the machine?
      • The reboot is critical because the permission sets don't apply until it is processed
  • 0 in reply to FormerMember

    Thanks Richard.

    Ive generated the SDU, do I post it here? Is it only accessible by Sophos staff or should I private message it to you?

    Everything I use on Sophos is standard, I havent altered the policy at all.  My only test was removing the EAP and that fixed my issue.  We rebooted several times and left it overnight to see if time helped.  I allowed all of the permissions Sophos asked for and it was giving me the green, you're machine is protected status.

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  • 0 in reply to FormerMember

    Thanks Richard.

    Ive generated the SDU, do I post it here? Is it only accessible by Sophos staff or should I private message it to you?

    Everything I use on Sophos is standard, I havent altered the policy at all.  My only test was removing the EAP and that fixed my issue.  We rebooted several times and left it overnight to see if time helped.  I allowed all of the permissions Sophos asked for and it was giving me the green, you're machine is protected status.

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