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Question

I wonder if anyone can help me, I am a user of Sophos Intercept X Essentials Endpoint. 
 As of the middle of February there was an automatic update to one of my products: Core Agent / Sophos Intercept X / Device Encryption which meant that I could no longer access various battlenet games on my computer (world or warcraft and heroes of the storm) 
 
 I contacted my IT support who manage the Sophos products on my computer as I had found others with a similar issue online, and sent the following email to them:

''I am having some issues with a personal program clashing with the latest update of the Sophos software from the middle of Feb. Apparently, the issue has been reported to Sophos and they have released a revised software update, versions: 
 |Sophos Intercept X| |FTS 2023.2.1.16-MR1| 
 |Device Encryption| |FTS 2023.2.1.6-MR1| 
 
 I&rsquo;m currently running 
 |Sophos Intercept X| |FTS 2023.2.1.16| 
 |Device Encryption| |FTS 2023.2.1.6| 
 
 I&rsquo;m currently running the standard released versions of these patches. would you be able to update my PC (not laptop) to the above MR1maintenance release versions, or alternatively are you able to grant me admin rights to the Sophos app so that I can add in exceptions? 
 
 https://support.sophos.com/support/s/article/KB-000038477?language=en_US Sophos advise the below steps are apparently how to add the software package(FTS). 
 Go to Sophos Central &rarr; Global Settings &rarr; Software package &rarr; Click (Add Software) &rarr; Copy the Software token from the shared article (1db71707-9ceb-5a43-833f-2599a9133c76) . &rarr; Click Save. Go to Sophos Central &rarr; Server/ Endpoint Protection &rarr; Policies &rarr; Add Policies( Update Management) &rarr; Settings &rarr; Windows (Add latest software package) Details of Packages.

Thanks in advance'' 
 
 I was told by the IT support that they had contacted sophos support but unfortunately the Intercept X Essentials package is not able to install maintenance packages. 
 
 They subsequently added application exceptions for both of the games but this has not worked in allowing me to access the programs.

Do you 1) know when there will be a further update to whichever of the following products (Core Agent / Sophos Intercept X / Device Encryption) that would be causing the restriction to the games 
 or 2) do you know if there is a way for either the maintenance package to be installed, or if there is another way to add the exception for the games?

Thank you in advance

Qoosh · Accepted Answer

Hi flow , 
 If you have access to Sophos Central, you can add the following Exploit Mitigation Exclusion to resolve this issue. - C:\Program Files (x86)\World of Warcraft\_retail_\Wow.exe 
 The following documentation provides more information on the navigation you'll need to follow. - Exclude an application 
 
 The next major release for Intercept X will finish rolling out to customers in mid-may. Devices enrolled in an Early Access Program may see this version sooner.

Qoosh · Answer

Hi David, 
 Thanks for reaching out to the Sophos Community Forum. 
 When testing this, I confirmed that the hotfix package will prevent the false positive detections from being generated. Regarding the ability to apply hotfix packages, it would be best for us to connect with a member of your IT team to review the settings available in Sophos Central. 
 Can you provide the support case number related to your team's inquiry on your behalf? 
 Currently, it appears the next release of Sophos Endpoint that will include this fix is scheduled to be completed in late April. These dates are subject to change.

Qoosh · Answer

Hi David, 
 While inquiring internally, it was mentioned that a device running Intercept X Essentials should be part of the "Recommended" release group. Additional information on what component versions you can expect to see is documented on the following page: - Sophos Release Notes: Intercept X 
 May I ask what version your device is reporting back now? My test device running the Recommended release did not run into any issues. 
 If your device continues to report an "FTS" version, I'd suggest enabling Remote Assistance from Sophos Central so I can inquire internally regarding your Sophos Central account. 
 I will follow up with you via PM to inquire further.

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