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Sophos Update causes fatal issues

A recent Sophos update between 03/05/2021 - 03/10/2021 causes a fatal issue when your computer is restarted. Sometime between 03/05/2021 - 03/10/2021 Sophos provided an automatic update. The user is then prompted to restart their computer. While the data is all there, the user is not able to gain access to their computer. A critical ticket has been raised with Sophos.

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0 Shweta over 3 years ago

Hi Susanne Moore

Could you please check under event logs for the specific error? Kindly DM me the case number so that I can look into it.

Shweta

Community Support Engineer | Sophos Technical Support
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0 Susanne Moore over 3 years ago in reply to Shweta

It is ticket number 07740433. We reimaged one of our many servers affected, brought it back up and logged in without issue. It called for a Sophos update again, and a restart. When we aquired the upate and restarted the computer we got a black screen and cannot log in. If you look at the VM via windows explorer you can see the files but have no control of the restart, etc. we are accessing these computers via RDP. Our systems are 100% unaccessible. We worked with a technician most of the day yesterday and I believe this is being escalated to level 2.
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