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Infinite web loading issue

Zeu$

ill try to keep this as simple as possible. im not entirely sure if anyone is having the same issues, but right after i pushed the 2022.3.0.56 Core Agent that thankfully did fix the BSOD, multiple user all over our company started complaining about loading issues on multiple websites, these websites use to load in seconds and now the users are greeted with spinning wheel and massive delays (401K, Banking websites among others). so i cloned the Web Control and Threat Protection policies with Web Control off and Live internet scan off, and assigned some users to test, sure enough they can login with no issues at all. i opened a case with Sophos and they dont seem to know what is the actual cause. but one thing i know for a fact is that Sophos will slow the machine dramatically when the scans are active.



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    Hi Zee,

    Thanks for reaching out to the Sophos Community Forum. 

    Could you let me know if this issue is present when browsing all websites, or only some? If you were to add a website exclusion via IP address into the Threat Protection Policy, does this alleviate the issue? 

    I'd suggest gathering the following logs to provide to our team via a support case. 

    1. Enable Debug logging for Sophos Net Filter (Via ESH).
    2. Capture a Wireshark of going to the site when it is broken.
    3. Turn off Web Protection & Web Control.
    4. Capture a Wireshark of going to the site when it is working.
    5. Collect an SDU, the 2 Wiresharks, the IP address of the site, and the time each test was run.

    I believe there will be some additional fixes going out in Core Agent 2022.4.06 which may help with your issue.

    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
  • 0 in reply to Qoosh

    i already have a case opened and everything you mentioned has been applied and users still having issues. Sophos already have the debug files from the test machines and still unable to pin point the root cause.

  • 0 in reply to Zeu$

    Thanks for following up on this thread. I will reach out to you via private message to inquire further. 

    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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