We have an issue where users are unable to overwrite Creative Cloud files on network shares.
For instance if the user opens a Photoshop psd, makes a change and saves the file they get the error "could not save XXXXX.psd because write access was not granted." and temporary file is generated.
For us this is happening across multiple sites and Macs using different operating systems.
As a test we installed Creative Cloud on a brand new Mac but didn't install Sophos, we then opened a psd on a network share, changed it and overwrote it in excess of 20 times with no errors at all. We then opened the same file on a Mac that had Sophos installed and we received the error after every attempted save.
I believe that other Sophos users are experiencing this issue and one Reference ID that I have found is MACEP-6176
Thanks for reaching out to the Sophos Community Forum.
May I ask what version of Sophos is installed on the affected system while this issue is present?
The reference id you provided corresponds to an issue resolved in version 10.3.4, so the issue you are experiencing may be something new, though this could be related to the same underlying behaviour.
We are running version 10.3.7
Thanks for clarifying.
I was able to locate the following article which may apply to the issue you're experiencing. - Sophos Mac Endpoint: Files may become locked on SMB network volumes
Let me know if this is the case with your environment.
The article was interesting but we are accessing the shares via afp rather than smb.
Is it possible to have a phone call about this to try and come up with a solution as it is effecting our whole business and is compromising how all our Mac users work?
You can reach our support team using the regional phone numbers available under "For Critical Cases" on the following page or by opening a case with our team from the support portal. - support.sophos.com- Support Portal
The assistance I can provide personally is limited to our forums.
Let me know if disabling any specific protection features from the Local policy override, as described in the following article, resolves the issue.- https://support.sophos.com/support/s/article/KB-000036572?language=en_US
The following features from Sophos Central may be more likely to result in the symptoms you're experiencing. For testing purposes, I suggest creating a new Threat Protection policy from Sophos Central and to apply the policy to one test device.
Real-time Scanning - Local Files and Network Shares: - Remote files
Runtime Protection: - Protect from remotely run ransomware
I don't suggest leaving these turned off for an extended period, but as a temporary work-around, this may work.