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Unable to connect to the network after this mornings update

Sophos User4746

I've tried putting a static IP on the network adaptors, connecting to a different internet source and nothing. Sophos shows it updates this morning, I turned off tamper protection from sophos cloud from another computer, but since this computer can't talk to the internet it can't see it's been disabled and I am unable to uninstall Sophos. I need to get Sophos off this machine or something to allow it to get back online. I have opened a ticket, waiting to hear back. Any ideas? 



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  • 0

    HI,

    Thank you for reaching us. In line with the above query that you've shared, may we know if this happens only to a certain device or happens to most of your machines? May we know the status of your NIC adapter? Was it showing the APIPA IP address? If so? have you tried resetting your NIC adapter by running a command line "netsh Winsock reset." Were there any recent changes on your network which cause the update not to push through? Please share the chase ID with us to have a quick check on it.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    I have a Windows 7 system with the same issue, lost network connection after the update on 7/20 11:11am. The system could not identify the network through either of 2 different network interfaces (mainboard integrated & USB adapter). I connected the cable to a different system and confirmed the network was fully accessible.

    The system was rebooted multiple times after updating the main board network adapter drivers as well as the mainboard USB drivers and the USB network adapter drivers. The system was not able to contact the DHCP server to acquire an IP. I also attempted setting a static IP address but the network remained "unidentified" to Windows and the system could not ping or contact any domain servers or other hosts on the network even with static IP and internal DNS set properly.

    I have a second Windows 7 system that is critical to our operations that I have kept from restarting because the same "update" appears to be queued up and ready to cripple our operations upon reboot.

    The update seems to have had no negative effects on Windows 10 PCs.

    "netsh Winsock reset" did not resolve the issue.

    I uninstalled Sophos Endpoint Protection on the Windows 7 PC that has the issue and the system is functioning perfectly without it. I reinstalled Sophos and the issue returned - no network connectivity. The system is presently without Sophos "protection" because that is the only way it will function.

    Please release a patch for the "update" released ~7/20/21 or tell me how to work around the issue.

  • 0 in reply to Ross McConeghy

    Hello Ross,

    Thank you for sharing, By any chance do you have 3rs party security software installed on your win7 machines? Please check if the system s free from 3rd party security software as this may also cause an issue. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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