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Sophos causing High CPU usage and unexpected server restarts

Jason Ryan1

Hey guys,

 

I was experiencing some odd issues with Sophos on our file server since the weekend, on Monday it was reaching high CPU usage for a second then restarting every 30 minutes, this appears to be from a windows "Bugcheck":

 

Error 

Description:
The computer has rebooted from a bugcheck. The bugcheck was: 0x0000003b (0x00000000c0000005, 0xfffff80145467864, 0xffffd00021ecc980, 0x0000000000000000). A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: 090318-16453-01.

After analysing the memory dump it was apparent that Clean.exe was the cause of these issues (Copied out three seperate memory dumps from three seperate reboots, all were from Clean.exe) so I have uninstalled Sophos for the time being and the issues have ceased. I believe the version was 2.0.2.

 

Is there a hotfix for this issue? Is this a bug that's already known? Is there an update that will resolve these resource and bugcheck issues?

 

These issues occured on a Windows Server 2012 R2 VM running off VMware ESXi, 6.5.0, 7967591 

 

Best Regards,

Jason



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  • +1

    Hello Jason,

    please open a ticket with Support. Someone must be the first one to encounter a bug [;)] - ok, the icon is not nice but the statement is true.Support could tell you if the problem is already knwo. There are no hotfixes, resolved issues are in the release notes for new releases or versions.

    Christian

  • +1 in reply to QC

    Hi Jason, 

    I echo Christians point, please log a support case and then PM me the ticket number so that I can get the logs looked at ASAP.

    Regards,

    Stephen

  • 0 in reply to StephenMcKay

    Hi,

     

    I've tried logging a support ticket but get "Access denied" when I try and submit it and I'm 100% certain nobody mans the support@sophos.com mailbox as I've emailed them three times over the week with no reply. Is there any way to get around the "Access denied" thing?

  • 0 in reply to Jason Ryan1

    Hello Jason,

    where do you get this Access denied? Could you perhaps show a screenshot?

    Christian

  • 0 in reply to QC

    Hey Christian,

     

    I go to: Open a Support Case -> Enduser & Server -> Endpoint (On Premises) -> Fill out the ticket -> Click Next and then I get the access denied error:

     

    Access Denied

    You don't have permission to access "secure2.sophos.com/.../describe-issue.aspx" on this server.

    Reference #18.c1f31502.1536664259.78b2ca

     

    Best Regards,

    Jason

     

  • 0 in reply to Jason Ryan1

    Hello Jason,

    hm, Next takes me to to the How can we get in touch with you? page. But I do get a security warning, the certificate's subject is www.sophos.com and there's also mixed content. Didn't complete the final step though.

    I'm not Sophos so I can't say what happens there, it's a smart page that can also time out - wait long enough and next takes you to the product selection. If you just enter a severity and a short description - do you get the get in touch page?

    Christian

Reply
  • 0 in reply to Jason Ryan1

    Hello Jason,

    hm, Next takes me to to the How can we get in touch with you? page. But I do get a security warning, the certificate's subject is www.sophos.com and there's also mixed content. Didn't complete the final step though.

    I'm not Sophos so I can't say what happens there, it's a smart page that can also time out - wait long enough and next takes you to the product selection. If you just enter a severity and a short description - do you get the get in touch page?

    Christian

Children
  • 0 in reply to QC

    I have also tested the support form and got through to the form to enter my contact details page? 

    PM me your email address you contacted support on directly and I will go and talk to support for you. 

  • 0 in reply to MarkToshack

    I got your PM Jason - I have spoken to support who has looked at the ticket logging system that automatically logs calls from emails and there isnt one from you. 

    I have also had a look at your company details but cannot see your name as a contact.

    When you tried the support form were you logged in? 

    It might be worth contacting us via the number in this instance: 

    From UK:
    0844 767 4670 (0844 SOPHOS-0)
    International:
    +44 (0)1235 465818

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