PC cannot connect to any wi-fi - Sophos Endpoint is not allowing it.

Hi everyone,

Two PCs in the organization I manage can no longer connect to any wi-fi(office, home or hotspot).

The users reported that the issue started on Thursday 16/06/2022. They were suddenly disconnected from the wi-fi they were connected to, and from tat time could no longer reconnect, or connect to any other wi-fi.

I have reset the wi-fi adapter, and attempted to update(using a LAN cable for internet connection) – but Microsoft reported that the driver is up to date.

However, after i uninstalled Sophos Intercept X Endpoint that was running on both PCs, they could connect to any wi-fi normally as before, but upon re-installation of the Endpoints, the issue came up again.

I formatted one the PCs and reloaded the Operating System. It could connect to wi-fi, but once I installed the Sophos Endpoint, it could no longer connect, - “Can’t connect to this network” is the message displayed after entering the wi-fi password.

I connected a USB wi-fi adapter(manufactured by Realtek) on one of the PCs, nd the PC could connect to wi-fi normally with it.

The PC model is HP 250 G2

OS is Windows 10 Pro

The wi-fi adapter model is QCWB335(written on the adapter card)

The wi-fi manufacturer is Qualcomm Atheros

*But the driver installed for it by Microsoft which had been working is Qualcomm-Atheros-QCA9565, as seen in Device Manager

 

I am suspecting that that there must have been an update from Sophos that is causing this abnormal behaviour, because all other systems in the organization are working fine right now.

I need help to fix this as soon as possible.

Thanks



Added tags
[edited by: Gladys at 6:36 AM (GMT -7) on 25 Jul 2022]
Parents
  • Hello everyone,

    The issue has been fixed.

    i had been working with some Sophos Support agents on the issue. I had a remote session with an agent during which some information were collected from one of the affected PCs which were forwarded to their Dev Team, and were used in developing the latest update to the Sophos Intercept X component (2022.1.1.11).

    You can use a cable or USB wi-fi adapter to connect your affected PCs to the internet, and update the Sophos endpoint software, or uninstall the old software, and download the new software from Sophos Central and reinstall it on the affected PCs. After that is done, the PCs should be able to connect to wi-fi.

    Thanks to everyone for your comments and suggestions, especially Sophos User930 for the extensive research efforts which were very helpful in troubleshooting the issue..

Reply
  • Hello everyone,

    The issue has been fixed.

    i had been working with some Sophos Support agents on the issue. I had a remote session with an agent during which some information were collected from one of the affected PCs which were forwarded to their Dev Team, and were used in developing the latest update to the Sophos Intercept X component (2022.1.1.11).

    You can use a cable or USB wi-fi adapter to connect your affected PCs to the internet, and update the Sophos endpoint software, or uninstall the old software, and download the new software from Sophos Central and reinstall it on the affected PCs. After that is done, the PCs should be able to connect to wi-fi.

    Thanks to everyone for your comments and suggestions, especially Sophos User930 for the extensive research efforts which were very helpful in troubleshooting the issue..

Children
No Data