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Enpoint + Google Drive File Stream on Mac Big Sur

I know this has been asked previously, but it's no longer a live thread.  Starting about a month ago I've noticed major resource concerns when Endpoint and File Stream are running simultaneously.  This is enough of an issue that it causes my computer (mac) to hang for almost a minute at times, where nothing is usable.  This can sometimes occur every few minutes which is really detrimental to productivity.  I know this was a bug previously that an update was supposed to address, but has that fix gone live yet, or is this a new version of the previous issue?



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  • 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. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • 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. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • 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.

  • 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.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • 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. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • 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.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • Hi ,

    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.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • 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.

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