Multiple PCs frozen right after update.

Over the last couple weeks, since we received the Core Agent update to 2.19.8 on 10/4, we've had multiple older machines freeze completely.  Screen freezes, no keyboard or mouse, NIC unresponsive.  We have to do a hard shut down to bring them down and back up.  Not positive that this update is the culprit, but on the computers that have been freezing 2 to 3 times a day, we uninstalled Sophos and they've been behaving for a couple days now. 

Models affected:  HP xw4400, HP xw4600, Z400.  All have been running Win10 21H1 with last update back in September.  "Newer" computers (e.g. Z420, Z4 G4) have not had this problem.  Event logs show nothing out of the ordinary around the time of crash.  

Just curious if anybody else has run into this in the last week.    



[Update - Nov 23] The following KBA has been published regarding this issue - https://support.sophos.com/support/s/article/KB-000043418?language=en_US
[edited by: Qoosh at 8:41 PM (GMT -8) on 23 Nov 2021]
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  • Hi Sophos User5115

    Good day, have you successfully got the dump?

    I found our customer's affect computers (6 HP Compaq 8100 Elite CMT PC + 1 ASUSPC) all have Broadcom Netxtreme drivers b57nd60a, ebdrv, b06bdrv , where b57nd60a is same with yours, but all of them have no actual Broadcom Netxtreme Network card hardware on the computer, only drivers placed in the system by the manufacturer, you can not see them in the Device Manager but you can see them in the msinfo32.exe and C:\Windows\System32\drivers.

    They had tried to rename these driver''s extension from .sys to .old in C:\Windows\System32\drivers to unload them few days ago, but the freeze still occurred that time.