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[Sophos Notification] Sophos Mac Endpoint - Intermittent hang of web browsing

Hi everyone,

Sophos Support has had reports of Apple Mac OS systems where web browsing stops while Sophos is installed. Currently, this is under high priority investigation do determine the cause and correct the issue.

For more information, please refer to the below article:

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  • Hi  

    Our Global Escalation team and development team is working on the issue and analyzing all the possible scenarios using the different logs from the customers.

    Once, we have any update on the bug ticket, we'll surely update this forum to make all the users aware of.


    Community Support Engineer | Sophos Support

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  • Looks like you aren't keeping your end of the bargain, as there was an update on Friday about this. It's absolutely shocking to me that a problem with this level of issue, with seems to be the highest level of priority, the company isn't even getting the proper information out to customers. It takes a non-employee to update a public facing forum, three days after the fact. Wow.

    For those without a ticket on this problem, here is the update from Friday:


    Status as at 11am Friday 27th September.

    Investigations are ongoing into the issue of browsers not responding on macOS, the development team are treating this with the highest priority and have now narrowed the investigation down to machines running SAV for macOS 9.9.3 and 9.9.4. But examination of the data gathered from the Sophos Diagnostic Utility (SDU) logs does not show any particular pattern of macOS, hardware configuration or indeed the presence of any particular third party software. Since we cannot reproduce the issue in-house the development team have setup multiple machines that are running continuously with automated tooling with the aim of reproducing the issue.

    The team have also reviewed the 9.9.3 and 9.9.4 code and have reported that no direct changes were made in the affected area in either of these releases. They did rebuild the entire endpoint with the latest version of XCode which is a standard procedure but a review has not brought anything of interest to the investigation so far, the team are now looking in more depth at changes between earlier versions of SAV for macOS and the affected 9.9.3 and 9.9.4 versions to see if this will highlight any areas for further investigation.

    We continue our investigation with the highest priority and will provide another status mail after having found the cause or Friday next week, whatever is earlier.