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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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  • Bob,

     

    After two weeks, I'm really having trouble understanding why this issue is not resolved.  From the last update, Sophos doesn't even know what the issue is yet (as it's 'still being investigated')? I've been told two different things by tech support - first that it was a problem with a system update, and then that it was an issue at the data center.  I'm pretty sure the DC one is an outright lie as I wouldn't be expecting intermittent service if that were the case (and you'd of course have these services running from multiple locations so no single point of failure). I question the 'system update' explanation as well since any update/deployment would have had a tested back-out plan.  

     

    Right now, I'm not seeing any logs come through and for any policy updates to apply, the user needs to restart their machine.  Thankfully this is just inconveniencing web access.  What happens if the next 'issue' takes out the av definition service (as an example)?  Would we sitting for weeks, effectively without any protection while the next WannaCry variant ravages our networks?

     

    We need someone to provide a real update on what's being done to address this, what happened in the first place, and what changes Sophos is making to prevent it from happening again.  I realize that you probably aren't the one to provide this (as you seem to be very out of the loop on what's going on with the issue), but maybe you could reach out to someone more senior to address the concerns an increasing number of us have with this product and the reliability of Sophos as a security vendor in general.

     

    Alan

Reply

  • Bob,

     

    After two weeks, I'm really having trouble understanding why this issue is not resolved.  From the last update, Sophos doesn't even know what the issue is yet (as it's 'still being investigated')? I've been told two different things by tech support - first that it was a problem with a system update, and then that it was an issue at the data center.  I'm pretty sure the DC one is an outright lie as I wouldn't be expecting intermittent service if that were the case (and you'd of course have these services running from multiple locations so no single point of failure). I question the 'system update' explanation as well since any update/deployment would have had a tested back-out plan.  

     

    Right now, I'm not seeing any logs come through and for any policy updates to apply, the user needs to restart their machine.  Thankfully this is just inconveniencing web access.  What happens if the next 'issue' takes out the av definition service (as an example)?  Would we sitting for weeks, effectively without any protection while the next WannaCry variant ravages our networks?

     

    We need someone to provide a real update on what's being done to address this, what happened in the first place, and what changes Sophos is making to prevent it from happening again.  I realize that you probably aren't the one to provide this (as you seem to be very out of the loop on what's going on with the issue), but maybe you could reach out to someone more senior to address the concerns an increasing number of us have with this product and the reliability of Sophos as a security vendor in general.

     

    Alan

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