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Mozilla Firefox Trouble with Google Gmail web based access

Sophos User6096

I have a three users who have trouble with Google Gmail based website while using Firefox. I use InterceptX. I am having issues pinning this down.

** Sophos Core Agent 2.20.13, Endpoint Advanced 10.8.11.4, Intercept X 2.0.24 (standard release channel)
** Mozilla Firefox 99.0.1 64 bit (standard release channel)
** Windows OS 10 Pro 64 bit patched to current (standard release channel)

Issue:
01. Google Workspace Gmail stops updating / timeout message (#001) appears.
02. user must close Firefox completely then start again. (if user does not start Gmail quickly enough Gmail will not start. Close Firefox completely and restart is the option.)

Testing:
01. I started with a brand new windows user. I logged onto the existing Google Workspace Gmail. I did screenshots periodically to document the timeline.
02. Gmail timeout issue appeared after about 60 minutes. (prior Sophos Community noted "Trouble with google based websites using Firefox" issue so I worked that aspect. Once my Google Workspace Gmail started timing out, I worked other Google property websites.) I opened a new tap and tried Gmail (did not load). I opened a new tap and did YouTube (it worked normally). I opened another new tab and tired Google search (it worked normally).
03. SpeedTest.net opened and ran without issue and Pocket.com worked without issue.
04. Sophos Endpoint Agent - I signed in as Admin.
05. From Sophos Endpoint Agent Admin screen ... I disabled different aspects / pieces and after each I would force Gmail to retry. I did this working through "off" but one cannot turn aspect / piece "on" after "off". Hence, I could not work through items individually. I got to half the aspects turned off and still "No Joy". (I screwed up and no screenshot of half items.)
06. After half aspects / pieces "off" and not able to re-enable, I just cancelled / off to all aspects / pieces except Deep Learning.
07. retry for Gmail and the traffic resumed working / flowing.
08. Sophos Endpoint Agent aspect(s) is/are the issue because when all but Deep Learning aspect / piece toggled "Off" and gmail resumed updates / working. However, I am unsure which aspect / piece is the issue.
09. Sophos Endpoint Agent - I signed out as Admin to re-set / re-enable all the aspects / pieces.
10. Gmail running in the originally open Mozilla Firefox tab continued working normally with aspects / pieces enabled EXCEPT Application Control and Data Loss Prevention (did not re-enable when I signed out as Admin).
11. Gmail timeout issue appeared after about 60 minutes. (prior Sophos Community noted "Trouble with google based websites using Firefox" issue so I worked that aspect. Once my Google Workspace Gmail started timing out, I worked other Google property websites.) I opened a new tap and tried Gmail (did not load). I opened a new tap and did YouTube (it worked normally). I opened another new tab and tired Google search (it worked normally).
12. After Windows Firewall, Ransomwear Detection, Safe Browsing, Network Threat Protection, Application Control, and Data Loss Prevention aspects / pieces "off" Gmail resumed working / flowing.

(I can share the screenshots if that helps but they are just timeline value.)

Working each setting in Sophos Endpoint Agent then resetting and waiting an hour is not possible during my work day.


Does anyone have any suggestions? For working this Gmail hanging is irritating issue.



added / clarified the Windows 10 Pro OS is 64 bit and Mozilla Firefox is 64 bit versions.
[edited by: Sophos User6096 at 7:12 PM (GMT -7) on 29 Apr 2022]
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  • 0

    HI as you can see from the thread I've been looking at this and think I might have a scenario that leads to the issue.  What I also notice in your post was:

    "02. Gmail timeout issue appeared after about 60 minutes"

    It is interesting that this is the update interval.  As I mentioned in a comment below.

    The computer starts and the Sophos AutoUpdate service (alsvc.exe) process will start.
    C:\ProgramData\Sophos\AutoUpdate\Logs\susvc.log

    Is the log for the service. 5 mins after it starts, it initiates the first update check and then every 60 mins there after.

    As this all happens as System user, the logs for the updates go under: C:\Windows\Temp\

    Do you see a log which has the name:

    Sophos Network Threat Protection Install Log [timestamp].txt

    Every hour? 

    You could check the log file;

    "C:\ProgramData\HitmanPro.Alert\Logs\Sophos.log"

    to see how often the processes show up:

    2022-03-06T14:49:26.605Z [Protected] PID 4368, Features 00FD2E3000000104 Silent 0080000000000000, C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\su-setup32.exe

    2022-03-06T14:49:26.857Z [Protected] PID 32336, Features 00FD2E3000000104 Silent 0080000000000000, C:\Program Files\Sophos\Sophos Network Threat Protection\SophosIPS.exe

    2022-03-06T14:49:29.068Z [Protected] PID 2856, Features 00FD2E3000000104 Silent 0080000000000000, C:\Program Files\Sophos\Sophos Network Threat Protection\SophosNetFilter.exe

    The above pattern shows the SophosIPS ad SophosNetFilter process starting as part of an update.

Reply
  • 0

    HI as you can see from the thread I've been looking at this and think I might have a scenario that leads to the issue.  What I also notice in your post was:

    "02. Gmail timeout issue appeared after about 60 minutes"

    It is interesting that this is the update interval.  As I mentioned in a comment below.

    The computer starts and the Sophos AutoUpdate service (alsvc.exe) process will start.
    C:\ProgramData\Sophos\AutoUpdate\Logs\susvc.log

    Is the log for the service. 5 mins after it starts, it initiates the first update check and then every 60 mins there after.

    As this all happens as System user, the logs for the updates go under: C:\Windows\Temp\

    Do you see a log which has the name:

    Sophos Network Threat Protection Install Log [timestamp].txt

    Every hour? 

    You could check the log file;

    "C:\ProgramData\HitmanPro.Alert\Logs\Sophos.log"

    to see how often the processes show up:

    2022-03-06T14:49:26.605Z [Protected] PID 4368, Features 00FD2E3000000104 Silent 0080000000000000, C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\su-setup32.exe

    2022-03-06T14:49:26.857Z [Protected] PID 32336, Features 00FD2E3000000104 Silent 0080000000000000, C:\Program Files\Sophos\Sophos Network Threat Protection\SophosIPS.exe

    2022-03-06T14:49:29.068Z [Protected] PID 2856, Features 00FD2E3000000104 Silent 0080000000000000, C:\Program Files\Sophos\Sophos Network Threat Protection\SophosNetFilter.exe

    The above pattern shows the SophosIPS ad SophosNetFilter process starting as part of an update.

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