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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

    Sorry to just update this. I was finally able to get the Tamper protection code and Uninstall Sophos from my computer and then after a reboot it connected just fine. Something with the update last week caused the issue. Uninstalling is the only fix for now.

  • 0 in reply to Sophos User4746

    Hi There,

    It came up to us that there was an ongoing issue being faced for Windows 7 machines. Some examples of behavior seen so far are:
    Unable to obtain an IP Address
    Unable to connect via a VPN

    And was being observed on the below version.

    Sophos Core Agent 2.19.5
    Sophos Endpoint Advanced 10.8.11

    The initial workaround should be to turn off "Protect Network Traffic" within the threat protection policy. If this does not solve the issue. You can unload ntp using the following commands:

    net stop sntpservice
    netcfg -v -u sophos_sophosntplwf.

    If the Issue still persist. We would like to encourage you to log a support case and provide the below details on the case.


    1. Collect a diagnostic log of the machine
    2. Request the following information from the customer:
    * Are they using a VPN if so provide the vendor and version
    * Does the machine have an IP Address?
    * Are they experiencing issues connecting to the VPN, websites or both?
    * Confirm if the below workarounds were successful and which workaround the customer is using

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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  • 0 in reply to Sophos User4746

    Hi There,

    It came up to us that there was an ongoing issue being faced for Windows 7 machines. Some examples of behavior seen so far are:
    Unable to obtain an IP Address
    Unable to connect via a VPN

    And was being observed on the below version.

    Sophos Core Agent 2.19.5
    Sophos Endpoint Advanced 10.8.11

    The initial workaround should be to turn off "Protect Network Traffic" within the threat protection policy. If this does not solve the issue. You can unload ntp using the following commands:

    net stop sntpservice
    netcfg -v -u sophos_sophosntplwf.

    If the Issue still persist. We would like to encourage you to log a support case and provide the below details on the case.


    1. Collect a diagnostic log of the machine
    2. Request the following information from the customer:
    * Are they using a VPN if so provide the vendor and version
    * Does the machine have an IP Address?
    * Are they experiencing issues connecting to the VPN, websites or both?
    * Confirm if the below workarounds were successful and which workaround the customer is using

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

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