We have a number of users who have started reporting problems saving documents from Microsoft Word since 18th November.
- Our RMM tool reported Sophos was updated to 2.20.4.1 on 18th November
- Users started reporting problems with MS Word on the 18th November (various errors, permissions, document not found)
- The SophosAmsiProtection.log is also full of errors - SINCE the 18th November
2021-11-18T10:57:01.989Z [11544:11328] W Failed to convert paths to their final path. Clean-up for this AMSI scan may fail. Error: Failed to open file : The system cannot find the path specified. (3)2021-11-18T10:57:02.523Z [11544:11328] W Failed to convert paths to their final path. Clean-up for this AMSI scan may fail. Error: Failed to open file : The system cannot find the path specified. (3)
Documents are impacted opening from Sharepoint or Local, or saving local or remote.
This is the only correlation we can find.
Another user who started reporting issues on the 19th November, had their Sophos endpoint updated to 2.20.4.1 on the 19th November.
Are there any outstanding bugs?
As a test - we have disabled ASMI Protection for this user. We will also see if we can disable endpoint protection on a known trusted document (temporarily) to reproduce or resolve the issue by having Sophos disabled.
We will also raise a ticket.
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