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Issue: Cloud Web Gateway unable to establish a connection with the cloud

Bianson

**UPDATE 6** Statement from Product Management in KBA: https://community.sophos.com/kb/en-us/126926 

**UPDATE 5** ChromeOS/Chrome browser agent performance should be back to normal, though there might still be some delay in event reporting during peak hours. Ongoing issues with CWG agents (delays or gaps in event reporting) are still being investigated.

**UPDATE 4** Reports coming in indicating issue is still present. 

**UPDATE 3** As of this morning, the outage is confirmed as resolved. Backlog of events should now be processed and operation should be at 100%. Please let us know below if you are still seeing this issue.

**UPDATE 2** Backlog of queued events are finishing synchronization, after this is complete service should be restored. 

**UPDATE** Chromebooks with extension enabled are unable to browse web. 

Hello,

Currently, Cloud Web Gateway agents are unable to establish connection to the cloud, and may report with a status of “Security Enabled Activity Logs Delayed”. Actions are currently taking place that will resume service. Updates will be provided on this thread.

Thank you,

Bob



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  • Any ETA on the fix?  This has been down for almost 24 hours now. 

  • in reply to K_M

    No updates to report as of yet.

  • Can we get an update on what's going on with this?  Having just signed up for a trial on Monday, I'm not very impressed with the service so far... the product isn't working and there's next to no information coming from Sophos as to what's going on with it.

    Thanks,

    Alan

  • in reply to Alan S

    Hi Alan,

    We are still in process of fixing, further updates on status will be provided here. Thank you.

  • in reply to Bianson

    Hi Bianson.  Any new developments?  If this was an ISP, I would be asking for escalation and a call with our account rep to discuss compensation.  I would also expect a full root cause analysis when the issue is resolved.  This is the third major issue we have had recently with the CWG and it increasingly has us looking at competitors.  What can you do to help reassure your customers that Sophos cares.  We are very alarmed about the lack of followup on this outage.

  • in reply to K_M

    Hi  

    I understand your frustration and apologize for this outage. All information on the issue has been posted in this thread as promised. I will continue to post everything that comes my way. 

    Regards,

    Bob

  • in reply to Bianson

    Hi Bob,

    There's really *no* information that has been posted in this thread that explains what has happened or when the service may be restored.  If you've truly posted everything Sophos knows, I'd have to assume no one there has any idea what's going on or how to resolve it, and given the length of the outage, that's likely what many of us are starting to think.  A response to a ticket I'd opened early yesterday suggested it was due a 'recent update', but there's been more than enough time now to have rolled it back and/or restored from a backup.  Please help us to understand what's going on.

    Thanks,

    Alan

  • Any new developments?  We are really close to using group policy to disable the CWG (again!) due to the problems of not being able to update policy.  Even if you have to do a full restore from backup, it should not take days to get the system back up and running.  What is the delay?

  • This would appear to be fixed.  What was the root cause?  Do we have to worry about this happening again?

  • in reply to K_M

    Correction - it is not yet fixed.  The error message is gone, but logs are not showing up in the console.

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