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Deadlock Detected Scanning

Hi,

I have seen recently been seeing errors on the Endpoint Console with an error code a049001e saying 'Deadlock detected while asynchronously scanning file " " for user " "'. The error in question has occurred for about 60 computers.

I can't see anything online with regards to this error with a fix or how to troubleshoot this and was wondering if this is a new error that has occurred, after the result of an update. Or has this been an error that has occurred in the past please. Any help or advice on this would be appreciated please?

Kind Regards,
Anthony.

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+1 Evan Prohaska over 3 years ago

Since Sophos is not fixing the issue we came across a fix for the last time this happened to Citrix when Sophos deployed an update that caused this issue.

Symptoms or Error

While login or launching a ICA session , UPM profile takes long time to login due Sophos Anti Virus

Solution

Created registry change to disable asynchronous Scanning for Sophos Anti Virus:
Instructions:
Under:
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\SavService\Application
Create a new REG_DWORD called: DisableAsyncScans with a value of: 1
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+1 Evan Prohaska over 3 years ago

Since Sophos is not fixing the issue we came across a fix for the last time this happened to Citrix when Sophos deployed an update that caused this issue.

Symptoms or Error

While login or launching a ICA session , UPM profile takes long time to login due Sophos Anti Virus

Solution

Created registry change to disable asynchronous Scanning for Sophos Anti Virus:
Instructions:
Under:
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\SavService\Application
Create a new REG_DWORD called: DisableAsyncScans with a value of: 1
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0 Shweta over 3 years ago in reply to Evan Prohaska

Hi Evan Prohaska

Our team is currently investigating this issue, we will update the information once available. I would suggest you implement the workaround as mentioned in this thread and see if it fixes the issue.

Shweta

Community Support Engineer | Sophos Technical Support
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0 Mel Lawrence over 3 years ago in reply to Shweta

Hi

Following this thread as we started to notice this in our environment on Thursday 20/08 from around 6am too, most noticeable in our Citrix environment, it’s slowing logins at the interactive session hand off. Logins have gone from 60 seconds to anything up to 10 minutes. WS2016 (1607) Citrix Virtual Desktop and Apps 7.15LTSR CU3.

I’ll try the suggested fix but please can you inform me when there is an official fix..

Thanks,

Mel.
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0 Yashraj S over 3 years ago in reply to Mel Lawrence

Hi Mel Lawrence

We're aware of this and this is actively being investigated by our development team. We will definitely update this thread once there is a fix available.

Thanks,

Yashraj Singha
Manager | Global Community Support
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0 Mel Lawrence over 3 years ago in reply to Yashraj S

We have updated the exclusions on the Sophos policy to bypass ntuser.ini - this was the file that was deadlocked. After conferring with the rest of my Team, it didn't seem suitable to rollout the suggested reg fix.

So far so good, logins seem to have returned to normal for us for now but I'll be keeping a watchful eye on the Sophos console. It would be good to know what happened to cause this issue, I can see from around 4pm on 19/08 it started.
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Deadlock Detected Scanning

Symptoms or Error

Solution

Symptoms or Error

Solution