Sophos Central

Good afternoon, 

We have an issue when downloading our documents from our local intranet, they are a mixture of Excel and Word, PDF's are fine, however it just hangs saying it's downloading. I have tried toggling the switches off one by one but still happens.

I have uninstalled Sophos and then works fine so must be Sophos.

Can you please advise?

Kind regards, Dan Petford



Added tags
[edited by: Gladys at 3:28 PM (GMT -7) on 15 Sep 2022]
  • Thank you for reaching our community forum. Aside from getting this behavior on your endpoint clients while performing the said actions. Are you observing any other error notifications on endpoint clients? 
    Can you try disabling the below options on your threat protection policy and let us know the outcome?

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community
  • No errors on any endpoints and I have tried disabling the below with no joy.

  • Hello,

    What about these options in the threat protection policy:


    The feature "Detect low-reputation files" happens at the end of the download of a file for certain browsers that support this interface. Edge/Chrome.  Firefox does not.  Do you see the same issue in Firefox?

    When enabled, the browser process loads one of the following depending on it it's 32 or 64-bit.

    C:\Program Files\Sophos\Sophos Network Threat Protection\IOAV\x86\sophosofficeav.dll

    C:\Program Files\Sophos\Sophos Network Threat Protection\IOAV\x64\sophosofficeav.dll

    The DWORD download_reputation_enabled = 0 under

    HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Management\Policy\ThreatProtection\[latest]\web_protection\

    ..when disabled and you'd need to restart the browser process after the policy was received to ensure the DLL isn't loaded.

    If you download the other 2 features in the screenshot and web control (separate policy if enabled), then the SophosNetFilter.exe process should stop, you will see it's no longer running in Task Manager. Does it work then?  

    If so, does adding an IP exclusion for your local intranet site under the "website" exclusion type help:

  • I have tried the above Real-time scanning - Internet off and still no joy, also tried adding the exlusion as mentioned, still no joy.