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Issues uploading PDF to SRFax

Andy Forbes

For a couple of weeks we had a problem on just 3-4 of our Windows 10 computers where they would randomly not process PDFs uploaded to SRFax.com. You select the pdf from your computer and it would just spin in the browser as "processing" and after quite a while just fail. To make a long troubleshooting story short, it looks like the cause of this issue was the Intercept X client. As soon as it's uninstalled, the problem goes away, all uploaded PDFs process normally. I had checked all the Intercept X logs and not seen any activity related to these computers or SRFax so I had dismissed it as a cause early on. When I began to suspect Intercept X, I even tried the 4 hour bypass and the problem still persisted, it's only when fully uninstalled that the problem goes away. We have been running Intercept X now for months and it's only in the last 2 weeks at one office that this started happening. 

If anybody has any ideas, let me know. I want to get the client reinstalled on these computers of course but the staff can't function with this issue. The only thing I can do now is maybe do a clean install of Window 10 on these computers and then try Intercept X again and see what happens, maybe just some random corruption?

Thanks,

Andy



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    Hi Andy,

    Thanks for reaching out to the Sophos Community Forum. 

    When you selected the 4-hour policy override, did you try turning off all scanning features? Is there anything else on the network that's performing network filtering in addition to Sophos installed on the endpoints? 

    If component isolation did not yield better results, you could also try driver isolation using the following steps. This will isolate the Intercept X/HitmanPro driver specifically.

    HMPA Isolation:
    a) Access the Services and stop then disable the following service:HitmanPro.Alert service
    b) Access the following folder: C:\Windows\System32\
    c) Rename hmpalert.dll to hmpalert.orig
    d) Access the following folder: C:\Windows\SysWOW64\
    e) Rename hmpalert.dll to hmpalert.orig
    f) Reboot the computer

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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  • 0

    Hi Andy,

    Thanks for reaching out to the Sophos Community Forum. 

    When you selected the 4-hour policy override, did you try turning off all scanning features? Is there anything else on the network that's performing network filtering in addition to Sophos installed on the endpoints? 

    If component isolation did not yield better results, you could also try driver isolation using the following steps. This will isolate the Intercept X/HitmanPro driver specifically.

    HMPA Isolation:
    a) Access the Services and stop then disable the following service:HitmanPro.Alert service
    b) Access the following folder: C:\Windows\System32\
    c) Rename hmpalert.dll to hmpalert.orig
    d) Access the following folder: C:\Windows\SysWOW64\
    e) Rename hmpalert.dll to hmpalert.orig
    f) Reboot the computer

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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