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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 Bianson

    Nothing since June 12th despite repeatedly asking for updates.  Sophos has the worst support I have ever seen with any company.  This is a major issue for us and there is silence for over a month!

  • in reply to K_M

    Have you been checking the KBA? There was an update a few days ago. I've checked tickets and the fix has been tested, they are now scheduling a deployment plan. Very sorry about the wait.

    Thank you,

    Bob

  • in reply to Bianson

    That KB isn't even accurate as to the nature of the problem.  We are missing most of our logs for over 2 months now.  The KB implies there is a 'delay' problem and says nothing about the missing logs.  We should not be expected to check the forum, the Central status page and the KB for information.  Updates should be pushed out as notifications to all affected parties (either directly on the Central console or via email).

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