This article describes the steps to start investigation into System Bugcheck events; colloquially known as "Blue Screen of Death" events (or BSODs). The following sections are covered:
Applies to the following Sophos products and versions
Not product specific
BSODs can be caused by a number of factors including Sophos drivers. However it is worth identifying the triggering software prior to investigating fully. Due to this we would recommend following the below knowledgebase articles to identify if Sophos is the cause of the BSOD and if so which particular component appears to be the trigger:
Once you have identified that:
It is worth confirming that this is not a known issue that we have seen before by searching the Knowledgebase.
If the issue appears to be a new issue, or you are unable to identify a route cause from your search then you will need to raise a support case with Sophos Technical Support. Sophos support will require the below information to investigate your issue:
Note. Although this information is not mandatory these are the basic questions that a Sophos engineer will request to be able to progress your case; and gathering these up front will help us expedite your issue.
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Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.