<resolved> Sophos Endpoint intermittent browser connectivity outage

Thanks for getting back to me!

I have disabled Web Control, and haven't seen any more outages since then.

Do you have suggestions on how to get to the bottom of the problem?

Hi there, 

Thank you for sharing your findings. As of now, we need to further Isolate this issue as to why web control is causing the problem. To further check this. I would like to ask for your assistance in creating a case ID. and collect SDU logs. collect two logs one if when an issue is existing and the second when issue no longer remain after disabling web control. Share the case ID with me.

Hi there, 

Thank you for sharing your findings. As of now, we need to further Isolate this issue as to why web control is causing the problem. To further check this. I would like to ask for your assistance in creating a case ID. and collect SDU logs. collect two logs one if when an issue is existing and the second when issue no longer remain after disabling web control. Share the case ID with me.

Hi Glenn,

thanks for your response. I'm not sure I know what SDU stands for - do you have some guidance on what this is and how to collect logs?

I've noticed a 'diagnostics' section under 'About', is that what you are referring to?

Hi Jan Groth,

For further details about SDU, you may refer to this KBA for the steps on how to use and collect SDU logs.

Hi Glenn,

I have created the logs, but I'm having issues opening a support case.  

I'm using the link 'register here' on this page:

https://support.sophos.com/support/s/?language=en_US

After entering my sophos id (which I created 3 days ago to be able to post here), I end up on this error page:

The linked KB article isn't of any help.

Could you advise me on what to do please?

I See, With that being said you need to reach first with our customer care team through chat or directly calling our hotline. to help them assist you with this error that you're getting upon opening the case. 

Thanks Glenn.

I've followed up with the support team and have a created a case there, which is currently under investigation.

I'll update this thread with the solution to the problem once the support case has come to an outcome.

Thanks for your confirmation. Will you be able to share as well the case ID for me to add some notes on the case for our initial findings. 

Absolutely. The case id is 04031377.

Thanks again for your help, Glen!

Already added notes to the said case and advised the engineer for the next course of action.