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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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  • in reply to K_M

    Hey Keith, I'm with you on things looking worse that what we thought was just a hic cup back in may. I'm in the middle of rolling out both Sophos Central Endpoint and Web Gateway to our company and with the back log of reports on the gateway it's making it way to hard to troubleshoot with our end users days later, so we have them on bypass to allow them to perform their job duties.

     

    Here is what our account rep provided to me yesterday. Looks like we will be stuck with this issue for a little while longer unfortunately...Once this is all said and done I hope we are provided some assurance it will not happen again and maybe some type of restitution.

    Quick update.

     I sent this up to our global escalations team earlier today and received a response. The current guidance from our development team regarding the resolution to CWEB-617 is that the code refactoring will take a few weeks to complete and fully test. They are aware of the issue and are focusing resources to tackle the problem urgently.

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