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Worst Tech Support!

Donnie Patrick

This has to be the worst support experience I have ever had. Move over Comcast, we have an even more inept company ever. I have been transferred 3 times for a failure to sync to server error and still no help. 



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  • 0

    Stick around...is gets worse.

    Today I am once again fight endpoints for no god damn reason.

    They all were fine yesterday, but not today.

    I disabled Tamper Proof for an Endpoint 20min ago...and still cannot uninstall it.

    Pathetic.

    This software has been catastrophic in our Enviro.

    I can't tell you how many endpoints error out, time and time again. Its one vicious circle with no end in sight.

    This software is about as stable as a one legged elephant.

    My budget comes up again soon, and the FIRST thing I am replacing is Sophos.

     

     

  • 0 in reply to Howiedog

    What was the issue?

    You mention you're trying to disable Tamper Protection in order to uninstall but what was the original problem, maybe we can help with that?

    Regards,

    Jak

  • 0 in reply to jak

    Hi Jak

    I am afraid it is no use. Tamper protection after 30 min had still not gotten to the PC in question.

    I then entered the TP Password directly on the client, nope, that doesn't work either. Tells me wrong credentials.

    Whats a person todo?

    Well...take an hour out of your day, go physically visit PC in a different building so I can reboot into Safe mode.

    Disable Sophos AV service, do some reg hacks, multiple reboots, finally the endpoint is clean of Sophos.

    Spend more time removing Sophos files that DO NOT get uninstalled. (Ccleaner)

    Reinstall.....another 15/20 min

    All this just to get it back to a state where it seems happy for the time being.

    But lets just wait a week or so, or the next update, and once again we will see endpoints with issues, guaranteed. That how Sophos works.

    Trial went ok when I demoed this software. But....at that time I only had a few endpoints just to see how everything plays. It seemed good on the onset.

    Once Committed to Sophos, install ALL endpoints.....and then wait.

    One by one, endpoints will start complaining about can't get this, can't get that, or reboot your PC a million times.

    Common issue seen most often:

    Updating failed because WindowsCloudNextGen is missing

    One or more Sophos services are missing or not running

    Download of WindowsCloudNextGen failed from server http:∕∕dci.sophosupd.com∕update.

    Failed to install sed64: 80004005.

    On and On it goes...as I said, its a VICIOUS CYCLE.

     

    Dismal at best.

  • 0 in reply to Howiedog

    I guess none of the previously generated passwords listed on the device page worked?  Maybe it had not had a new one generated before?

    That said, MCS communication should have worked to disable it.

    If communication is down, I would suggest the first place to check is the MCSClient.log file: C:\ProgramData\Sophos\Management Communications System\Endpoint\Logs\

    There is actually the line:

    "service tamper protection disabled" / "service tamper protection enabled"

    printed in the MCS Client log when it's disabled/enabled.

    Beyond that log, the MCSAgent.log file would be worth looking in as the MCS client just fetches the message, it's the MCS Agent service, which carries out the action on the component.

    Regards,

    Jak

     

  • 0 in reply to Howiedog

    I'm having the same issues...

    Trial went ok, like you, i only had a fewpoints and it seemed ok...

    Now that we have about 7,000 endpoints, it's a nightmare managing these...

    Broken clients, status of endpoints often incorrect, long manual intervention required to fix endpoints, support needing SDU for any call logged, slow support...list goes on and on...

    We dont have automatic updates enabled and therefore using controlled updates....this is another nightmare all together!

    I've given up on it to be honest...it's safe to say we won't be renewing our agreement with Sophos!

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  • 0 in reply to Howiedog

    I'm having the same issues...

    Trial went ok, like you, i only had a fewpoints and it seemed ok...

    Now that we have about 7,000 endpoints, it's a nightmare managing these...

    Broken clients, status of endpoints often incorrect, long manual intervention required to fix endpoints, support needing SDU for any call logged, slow support...list goes on and on...

    We dont have automatic updates enabled and therefore using controlled updates....this is another nightmare all together!

    I've given up on it to be honest...it's safe to say we won't be renewing our agreement with Sophos!

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