Sophos home premium support page is broken

Hi folks,

I am aware this is not the Sophos Home Support forum, in fact there isn't one.

While trying to use the support page on the Sophos Home Premium console, I end up with a very poorly formatted paged, no pretty images and when you click on the support tab you end up back at the same page.

The issue I am facing the uninstall package still leaves to items running and cannot be removed except by root.

The device in question is a mac mini - intel - running MacOS 12.4

Ian

  • Hello Ian,

    Thank you for reaching us, As per checking, We're able to access the page without any issue. 

    Can you try accessing the website using a different browser or try accessing this via incognito and let us know the status. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community
  • Hi Glenn,

    I have tried using safari and firefox with the same result. I have used the support page previously and not had any issues. So this is a new issue. I will try from my windows 10 PC shortly.

    Hwre is the issue I am trying to resolve. At the moment the current version appears to be corrupting the disk drivers on the mac mini which then has a kernel panic and crash.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

    If a post solves your question please use the 'Verify Answer' button.

  • Hi Glenn,

    W10 running edge shows the same screen that I posted above.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

    If a post solves your question please use the 'Verify Answer' button.

  • Thank you, Ian, I tried accessing this link https://support.home.sophos.com/hc/en-us on my lab environment and even on my mobile phone and I'm not getting any issue. 


    Are you accessing the website via a corporate network? Can you try accessing it via open internet? 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community
  • Hi Glenn,

    I am accessing the site via my home system using an XG115W running v19 GA.

    I have not had this issue previously.

    I will try using m y iPhone hotspot and report back.

    Also how do I log an issue with Sophos Home Premium or do I have to wit until I can access the site correctly?

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

    If a post solves your question please use the 'Verify Answer' button.

  • I have found why the page is corrupted, you, use Zendek which is currently blocked on my XG and I cannot unblock it due to what appears to be a bug.

    I wil add a temporary exception while I ask the XG forum what has happened.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

    If a post solves your question please use the 'Verify Answer' button.

  • This gets stranger and stranger. I have been able to get the w10 edge to work by creating a special rule on the XG and have submitted a support request. I have not been able to get mac air safari to work, still investigating.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

    If a post solves your question please use the 'Verify Answer' button.

  • Nothing to do with zendesk at all, but missing sophos support pages from the XG exception lists.

    Added and works for safari but not for firefox.

    Ian

    XG115W - v19.0.1 mr-1 - Home

    1225v5 6gb ram, SSID, 4 NICs 20w - v19 EAP - on holiday.

    If a post solves your question please use the 'Verify Answer' button.