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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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  • Update - the logs *were* about 1 hour behind, but now they are about 5 hours behind.  The problem is getting worse it would seem.  When are we going to be given a status update???

  • in reply to K_M

    Hi Keith,

    I haven't received and other news but I will update this post as soon as I do. Have you relayed this information to the engineer on your case?

    Thank you,

    Bob 

  • in reply to Bianson

    Yes, I did and this is what I got:

    "As of now there is still no update, I have the ticket set to notify me as soon as development post an update."

    It is hard to believe there is no new information on a problem that has been ongoing for weeks.  When this is resolved, can we expect to be given a root cause and steps implemented to prevent these kinds of issues in the future?

  • in reply to K_M

    Still not working.  Would really appreciate an update to at least know that Sophos still acknowledges this as a problem.

Reply Children
  • in reply to K_M

    Hi Keith,

    Statement from product management is now in the KBA: https://community.sophos.com/kb/en-us/126926 

    Thank you,

    Bob

  • in reply to Bianson

    Bianson,

    Thanks for the update, but seems things are getting worse, not better. Before when making changes to policies or bypassing to test web traffic because we cannot rely on 2 day old logs for troubleshooting, now it’s talking several hours for the web gateway policy to be updated.

     

    I’ll be reopening my case and speaking to our account manager as this support model is not good for our business. I have had issues with concur yesterday with log in failures, we were notified via email and their service status site provided good updates on what was occurring and what they were doing to resolve the issues. http://open.concur.com/

    Sophos could learn a thing or two about how to provide such updates especially with your cloud based products.

     

    Frankie..

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