Thread Info
  • State Not Answered
  • +2 person also asked this people also asked this
  • Locked Locked
  • Replies 7 replies
  • Subscribers 16 subscribers
  • Views 17978 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Sophos Web Intelligence Mac - websites stop to respond randomly

LukaszNaumowicz

Hi, 

Recently we started to observe issues with Sophos Web Intelligence on MacOS. Websites (independent on the browser used Safari, Chrome, Firefox) stop to respond randomly,  issue is connected both to HTTP and HTTPS. When issue happens you are not able to access any website.

There are 3 workarounds that work:

1. force quit SophosWebIntelligence process(watchdog starts it again but in most cases this solves issue for some time)

2. reboot the machine on which issue is observed

3. disable web filtering (the problem is observed also on websites which are not covered by web filtering categories)

 

We have created ticket in support, reference no. 7068882 but until now there is no solution. 

What's strange there is completely no entries in the log, this why it's hard to find solution. 

We are using XG firewall at the gateway, however issue is observed also in different network locations with standard routers or just by using phone as hotspot, so it's not XG related.

Problem is observed on Mac Air, Pro 10.12.3 (reported on 5 of 7 machines we are using)

SAV Agent: 9.6.2 (central based)

Since there is nothing in the logs I made short video showing this: 

https://fen24-my.sharepoint.com/personal/lukasz_naumowicz_fen_pl/_layouts/15/guestaccess.aspx?docid=03df2ce5c9fc1491fbbd01dc033e0eb7e&authkey=AZAtW2mJ1T80acuFvCpxw4s 

I would appreciate any ideas what other logs from Mac could help to get this resolved?

 

Thanks



This thread was automatically locked due to age.
Parents
  • 0

    Wait, is this why I sometimes cannot connect to webpages even though my internet connection is wired or I have full bars on a wifi connection? Hm, testing now on a Windows PC.

     

    This is not a OS specific issue. I am 90% sure this is why I have been seeing issues with firefox and chrome lately. I was confused as to why it was happening and kept thinking it was my browser.

  • 0 in reply to Garrett

    That's what our users see, internet connection is ok, but random Macs can't browse anything. 

    In the mean time case was escalated, support plans to fix it in 9.6.3 no dates yet. 

  • 0 in reply to LukaszNaumowicz

    For sure this is what I have been seeing. I'm going to disable the web content filtering on my users in the meantime. I do not want them to deal with what I have been or to generate tickets asking me what the issue is.

    Thanks for the post!

Reply Children
No Data
Unfiltered HTML