Enpoint + Google Drive File Stream on Mac Big Sur

I am currently running Endpoint 10.0.4 (with Endpoint Advanced and Intercept X installed) and it was updated earlier today.  Unfortunately I don't have administrator access to our company's Endpoint system currently, so I'll have to see if I can be granted permissions for it. The other day I was able to uninstall Endpoint for a time, and ran into no issues, before trying a clean re-install of the software, thinking it might have been a hiccup during the last update. 

If i'm not able to get administrative access, is there anything else you might reccmmend?

Thank you, Rob If you won't be able to get admin access to the system I would recommend you to raise a support case and collect Logs on the system. 

It looks like I'm not going to be able to get admin access, only having the tamper protections turned off.  Where do I need to go to raise a support case for my issue?

Hi, 

If tamper protection is disabled on your system, you can proceed with applying the steps listed on the KB as it does not need to have admin access. replicate the issue and toggle each one of those components and see if you observed changes while toggling the components one by one. 

I had a long conversation with a member of the support team today and he opened up a case for me.  He tried disabling/deactivating a couple of the extensions, ScanD and NetworkExtension. In the end, we thought we had it fixed but it turned out I was only seeing performance improvements because ScanD had been blocked by my Security & Privacy settings when we reactivated it.  Once I noticed that and allowed it to run, I immediately saw hangups.  I can tell a stark difference even doing a restart when ScanD is not running.  It can even cause hangups if I'm navigating through folders on Drive Stream 'too quickly'. What should have been a 20 minute task today took closer to an hour when all said and done with how much time I spent waiting for files to open, save, import and even navigating to them. 

So it seems like I've narrowed it down to ScanD causing the issues with Google Drive Stream, but obviously that's a key component in utilizing Sophos, so I'm not sure where to go next.  

Forgot to mention, even with tamper protection disabled, I wasn't able to access the Settings panel.

Forgot to mention, even with tamper protection disabled, I wasn't able to access the Settings panel.

I See, Then in this case, you need to reach your local administrator first this is the only thing we can do for now, and then ask them to raise a case to us on your behalf. They can raise this through our support portal.

When I spoke with the gentlemen from the Support team he opened a case for me, which I assume is within the Support Portal.  I have an open case number currently.

I see will you be able to share this case ID? Also, you need to involve your local admin about this for further troubleshooting as admin access is required to investigate this. 

case ID 04008310

Thank you for sharing, we'll have a quick check on this, and in parallel, advise your local admin for this and share this case ID as well.

Hi Rob Till,

Based on the above case comment, the issue got solved after enrolling the endpoint in EAP, Though the current version you're using was 10.0.4. This has been tested in Bill's system if the issue re-occurs, please use uninstall the endpoint and download the latest software which is already at the 10.1 version for EAP.

I uninstalled 10.0.4, re-downloaded the client from Central and am still on 10.0.4. Which EAP should i join to get to 10.1? The issue is really affecting productivity.

I am 10.1.2 and still experiencing the issue. It is now July 19th, 2021 and there is no EAP available. What are the current provided resolutions for this issue? At an Enterprise level, we need to be able to use this application as intended. The workaround does not suffice when it comes to productivity. 

I am fully supporting this. Issue still remains and workouts are not effective. I will gladly assist with troubleshooting and/or have no problems providing additional information.