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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,

    I gave you my case number and you said it would be escalated.  However your exact response was:

    "Thanks for the case number. I see Josh has responded to you this morning. I will monitor this to resolution."

    That is not escalation and was of no assistance.  The response from Josh was:

    "Sorry for the delay, unfortunately there hasn't been an update on the fix since May 24th for delayed logs.  I'll check with our developers to get an idea on an ETA and root cause and relay this to you."

    Since then, there has been no further movement on the ticket.  What is Sophos doing that this is so badly broken?  Why are there no answers to our questions about root cause and long term fixes?  I await a *detailed* update, but I'm not holding my breath.

    Keith

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  • Bob,

    I gave you my case number and you said it would be escalated.  However your exact response was:

    "Thanks for the case number. I see Josh has responded to you this morning. I will monitor this to resolution."

    That is not escalation and was of no assistance.  The response from Josh was:

    "Sorry for the delay, unfortunately there hasn't been an update on the fix since May 24th for delayed logs.  I'll check with our developers to get an idea on an ETA and root cause and relay this to you."

    Since then, there has been no further movement on the ticket.  What is Sophos doing that this is so badly broken?  Why are there no answers to our questions about root cause and long term fixes?  I await a *detailed* update, but I'm not holding my breath.

    Keith

Children
  • in reply to K_M

    Hi Keith,

    The case has been escalated. I see you have been in contact with an engineer this afternoon, please generate an SDU log as requested. I have let the team know to provide you with as much information on this issue as they have available.

    Thank you,

    Bob

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