This knowledge base article provides a basic troubleshooting plan for the Sophos Endpoint which can be used to troubleshoot the following:
The key purpose of this troubleshooting guide is to determine which Sophos component is probably causing the issue being encountered by the end user. Sophos has many configuration options and components that can be installed. This helps you pinpoint what may be the issue for you.
Note: When following these troubleshooting steps, Sophos on the endpoint may be disabled and this could result in a security breach so proceeding with caution is highly advised. These steps should not be carried out on an endpoint with a suspected or known malware infection. Any important data should be backed up before carrying out these steps.
Applies to the following Sophos products and versions Sophos Central AdminCentral Endpoint Advanced 11.5.2Central Intercept X 11.5.6Central Endpoint Standard 11.5.6
Note: The screenshots in this article are from an Endpoint with Intercept X installed so there may be fewer options depending on the Endpoint version. You may disable tamper protection for a particular endpoint from the Sophos Central dashboard and skip steps 2 and 3.
Note: On Window endpoints, the settings may not be able to be toggled back on. To re enable the settings, uncheck the Override option and restart the Sophos MCS Agent and Sophos MCS Client services.
Sophos MCS Agent
Sophos MCS Client
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