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Multiple PCs frozen right after update.

Sophos User5115

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.    



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  • 0 in reply to Sophos User5115

    Just to confirm? 

    Cloud portal - > Endpoint Protection - Policies -> Threat Protection -> new policy with computer - turn off

    "Real-time Scanning - Local Files and Network Shares"


     

  • 0 in reply to Vman

    I didn't turn off any of my Protection Override policies in the local settings. The box is still unchecked.  In the Central Control for two PCs I allowed for settings to be changed locally in them for testing. The Real-Time-Scanning is still active. MS has done something different in the newer drivers and Dell does NOT support the older systems with later driver updates. Question is, which driver(s) cause the problem?  I've gotten NOOOOO helpful response from  from MS, (DOH)!  It's basically a 0 ROI  on MS and Dell to get you to buy newer PCs and OS updates! Common business practice. Guess you could pay MS or a consultant to write us a driver update, but would that address later MS Win 10 updates???  So I started testing/working with the new laptops and MT desktop PCs. 

  • 0 in reply to Sophos User5115

    BTW how often does the FileScanner run on your problem PC(s) and what triggered the scanner to start? I've tried to get Sophos to answer that, but it seems, mums the word. Maybe we'll get a response in these forums?? Wished I had the source code or an insider looking at this for us. Not holding my breath...

  • 0 in reply to Ronald Woods

    I really don't think it is related to MS updates in this case.  I have machines on 1903 still that hadn't updated since Feb. and they were doing it since the early October Sophos update.

  • 0 in reply to Ronald Woods

    October 2021, namely when the Sophos core updated to 2.19.8.   Had about 10 of them crash all the same day after that update and never had this issue with any PC before then.  

  • 0 in reply to Sophos User5115

    Tim, we (Sophos) probably have multiple issues, but I will put a 3/12/21 Windows HDD baseline in the one test PC and update Sophos to 2.19.8 core and see what happens. Laptop has 2.20.4.1 core and  running music, coming up on the 3 hr cliff mark.  Ran for 5 hours no problem. Drivers on laptops must be better??? Surely someone in Sophos development must have the insight into this! I reflect back on the movie, Space Cowboys... maybe they still need us old farts to solve the problems again. Miss those days, best mission was Apollo 13!  Duct tape and a determination to git er dun!!  I recall being in a situation back in '86 with a microprocessor system trying to capture why it was cratering. Simple communication collision. But the process to find it? Priceless.

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