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Central kills Dymo Label Printers using AthenaNet device manager

Darth_Boss

Has anyone run into this before?  Sophos central is killing Dymo Label Printers using AthenaNet device manager.  None of our registration PCs have been able to print labels for almost 2 weeks now.  I have an open ticket but no resolution has been found yet.  Disabling the "Sophos Web Filter Service" allows the printers to work.  When the service is enabled no blocked website events are showing up on the client or on the Central console.  We were halfway through a conversion from Enterprise console to central and we are at a standstill until we get this resolved.  Can anyone help?  Thanks.  



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  • 0

    Hi  

    I am really sorry that you are facing this issue with the Central Endpoint. I see that you have already isolated the Sophos component causing the issue, I would request you to raise a case with our support to look into this. Also, I would request you to collect SDU log from the specific client computer along with the Memory dump of the process.

    Please follow the below steps to collect the memory Dump or you can contact our support who will help you with it.

    1. Create the directory C:\dumps\
    2. Download Procdump from https://docs.microsoft.com/en-us/sysinternals/downloads/procdump and save it to C:\dumps\
    3. Run in an admin prompt:
    procdump -ma -i C:\dumps
    4. Recreate the issue and you should have dump file create in C:\dumps\
    5. Run:
    procdump -u
    to unregister Procdump as the post-mortem debugger.

    You can PM the case number so that I can follow up with the case internally. 

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Gowtham Mani

    Thank you for replying Gowtham.  As stated previously, I already opened a case with support nearly 2 weeks ago and they have not been able to resolve this yet.  We did a remote session and they ran the diagnostic tool and collected logs.  I also sent them the AthenaNet device manager executable, which they sent to Sophos Labs for analysis which didn't help. 

    I downloaded procdump, saved it to c:\dumps, then ran the instructed command as admin then recreated the problem but it did not create any logfile in c:\dumps.  Did I miss something?

    Thanks!

  • 0 in reply to Darth_Boss

    Hi  

    Can you please PM the case number. let me check with the case and get back to you. 

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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