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Issue: Sophos Central Admin – US-West region - Delays with the enforcement of Central policies on managed endpoints.

Bianson

**Update 9** Root cause analysis KBA has been published: see knowledge base article for the latest.

**Update 8** As part of a routine database maintenance task customers may notice a few intermittent install and policy rendering failures. Please retry before contacting support. 7/17/2017 8:00 AM PST

**UPDATE 7** Some customers may notice a few intermittent install failures, please retry before contacting Sophos Support. 7/14/2017 2:00 PM PST

**UPDATE 6** Installations are being processed normally, service is restored. Please re-download installer from Central. 7/14/2017 9:00 AM PST

**UPDATE 5** Installations are now working as of July 13, 2017 19:00 UTC-5. See knowledge base article for the latest.

**UPDATE 4** New installs likely to still fail. http://centralstatus.sophos.com/#!/ has latest update. 

**UPDATE 3** System is now processing backlogs. Please see last updates here.

**UPDATE 2** Issue is ongoing, apologies. Impacts all areas within Central that rely on MCS communication between client and Central. 7/13/2017 8:00 AM PST

**UPDATE** Development has identified root cause and is working on a fix. 

Hello,

We are seeing delays with policy changes and enforcement in Sophos Central (US-West region) as well as installation failures due to inability of new endpoint installations to initially register. Our engineers are working to restore latency. Please note your endpoints remain protected. Updates will be provided on this thread.

KBA: https://community.sophos.com/kb/en-us/126477

Thank you,

Bob



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  • I am able to log in but my machines are not updating including my laptops.  I am unable to connect user to the their policies. how can we get this updated asap.  I have to agree with another user what has been the issue why the US has been down or taking a hit.

  • in reply to Aisha Smith

    Policy updates are still delayed. Here is the latest:

    We are currently experiencing latency in navigation of the UI.  Additionally you may:

    - Experience delays in new policy being applied to endpoints taking up to 30 minutes

    - Intermittent delay in some status messaging being displayed in the console

  • in reply to Sure Win

    How does that answer any of our questions? Do you not know what is causing the outages?

  • in reply to Trevor Karppi

    The support team is working with the Central team to get information about why these issues are occuring. Once we get that info, we'll share it here and on Twitter

  • in reply to Sure Win

    - Why are we paying for a product that barely stays stable for more then a couple days?  All these delays in policy enforcement, errors, lack of communication from Sophos are actually costing my company both time and money.

    - How is there not been any official communications to customers through account managers or even an official email? (Twitter does not count.) 

    - Of the communications we have received, why don't any of them mention that DLP logs not transferring from the local agent to the central console is also a issue. (confirmed by your Sophos support staff). 

     

    Now I've in this morning and my console is filled out "computer of date" errors. 

     

  • in reply to LRB

    Hi Lance. All valid questions and we're doing our best to get those answers and more to you. As soon as that information is available we'll share. The Twitter comment was just that we'll post when that information is available and link it from Twitter as well.

    It was also a plug for people to follow our Sophos Support Twitter account 

  • in reply to Sure Win

    I've begun the process of evaluating alternatives. There was a time I was pretty gung-ho about Sophos and put them in place in my previous and current job. However, when I'm paying for a product that doesn't work it's simply time to move on. I've even had to warn my college buddy about Sophos' performance after he was considering it for his company. Not anymore ...

  • in reply to Jan Vincent Agay

    Honestly cant blame you. 

    Just before all these issues started, we were trialing moving our server fleet from current vendor to Sophos Central, but I cannot see how that is possible now. Not being able to push policy my endpoints is generally manageable, just very frustrating.  Not being able to do it on my servers...

    Fairly certain I will be asked to make a recommendation on moving our parent company over to Central soon, which is 6000+ endpoints. Can I make that recommendation now? No. That would be a nightmare in the current circumstances. Lucky we are much smaller.

     

  • in reply to Sure Win

    Please stop using Twitter. Telling us "it's back" is not why we pay for a product that should have enterprise grade support.

    Your status page has the capability to email and SMS out changes in any of the status checks. I would general assume that a pay product would proved updates in this fashion on not a social platform.

    It would also be nice to provide a regular update, and notate when the next update will occurred. Even if the update is no change, knowing that a status update will occurred on a regular schedule provided some level of confidence in your outage procedures.

  • in reply to Dan Orth

    Any updates on this?

    Cannot login and stay logged into Central/Partner...once logged in, one time it will work, the next time it just spins or triggers a server 500 error.

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