Anybody else having trouble with Sophos Support not responding to open tickets?

Hi, 

Anybody else having trouble with Sophos Support not responding to open tickets?  I created a ticket 3 weeks ago, I got a response immediately and we worked through the issue for a few days.  Then I sent in a SDU log and they asked for some time to review the log, and it's been 2 weeks.  I've sent multiple emails asking for updates.  I created a new ticket to ask for an update on the old ticket and got no response.  I've called the Support phone number and left a voicemail and received no call back.

I've had issues before that Sophos was really helpful in helping me work through my issue, but this is pretty poor.  

:51088
  • Yes - we have a silver contact and often don't get any response for 24 hours which is NOT good enough !

    This only started when Sophos dumped their normal email system for raising calls !

  • Hi  

    My apologies for the delay that you had with the Support. Can you please DM me the primary case number so that I can have it checked with the concerned team to expedite the case.

  • In reply to Gowtham Mani:

    Yes, having the same issue. Have to constantly ask for updates and never hear back until several days later.

  • In reply to Gavinr98:

    Hi  

    Please do share the case number, so that I can have it checked with the respective team.

  • In reply to Gowtham Mani:

    Sure, Case #7755799. I did hear back from them yesterday and they asked for more logs. Hopefully this can get resolved soon. This is a critical issue and is still open.

  • In reply to Gavinr98:

    Hi  

    Thanks for the case number, I see that the case is already escalated to the next level of support. Please give us some time to have an engineer assigned for the case to proceed further.

  • In reply to Gavinr98:

    Gavinr98

    Sure, Case #7755799. I did hear back from them yesterday and they asked for more logs. Hopefully this can get resolved soon. This is a critical issue and is still open.

     

    Hi Gavinr98,

    I feel compelled to jump in here and explain why the delay is likely having read your case. Your issue is that you upgraded a VMware product and a Sophos firewall is blocking it.

    I think you will agree with me that there are a million software applications or more available that send packets of data over a network right? Hence Sophos Technical Support cannot have all these installed, configured, and ready to run when a call comes in. Just because VMware is popular doesn't mean we're geared up to support it. We're not experts on VMware software and do not claim to be. But we do know our own applications.  Hence the delay.  But let me continue...

    VMware support are the experts on what ports and processes are likely to get blocked by a firewall (any firewall) and can provide that information - we don't know pure and simple as it's not our product.  I Googled for online information from VMware and there are many results. For example: https://docs.vmware.com/en/VMware-vSphere/6.5/com.vmware.vsphere.security.doc/GUID-925370DD-E3D1-455B-81C7-CB28AAF20617.html and https://docs.vmware.com/en/VMware-vSphere/6.0/com.vmware.vsphere.security.doc/GUID-27A340F5-DE98-41A8-AC73-01ED4949EEF2.html 

    ...and if those links are to the wrong VMware products then I apologize, but it does highlight that I don't know much about VMware! Smile

    If you have added some/all of the exceptions and it's still blocked, or wondering where they should be added, then Sophos can certainly check what exclusions are set and point out in the log what is reported as blocked. This information will allow you to double check and report to VMware that their published advice is not comprehensive.

    Now, you could read the above and think that's just buck passing, but from a decade plus of supporting Sophos products it's written to get you the fastest solution. While it's granted that the Sophos product is doing the blocking (that's its job), our support team isn't going to be able to turn on a dime and advise what to do. Personally, if I was back in support and handling the case, I'd honestly push back and advise you contact VMware, however since support have escalated the case, I imagine they are working to find a better answer than mine.

  • Having sent my SDU logs, a couple of days later, I was told  that my problem was to escalated  to a senior engineer. This was a week ago,  I have emailed 3 times for an update but not had any reply or acknowledgement

  • In reply to Julia Hammett:

    Julia Hammett

    Having sent my SDU logs, a couple of days later, I was told  that my problem was to escalated  to a senior engineer. This was a week ago,  I have emailed 3 times for an update but not had any reply or acknowledgement

     

    Sorry for the delay and lack of communication on your case.  I have checked and the detection has been raised and scheduled for a release.  The best answer I can give you right now is that the issue should be resolved automatically on or before the middle of next week.  It could be as early as Monday, but I cannot guarantee that.

  • In reply to ruckus:

    Thanks for your reply, but I'm afraid its not very helpful when the issue still isn't resolved, and when people are being prevented from working and having to reboot their computers every time. 

    This is still an open ticket with no replies from Sophos support since 9th March when it was supposed to be being escalated.

     

  • In reply to Julia Hammett:

    Julia Hammett

    Thanks for your reply, but I'm afraid its not very helpful when the issue still isn't resolved, and when people are being prevented from working and having to reboot their computers every time. 

    This is still an open ticket with no replies from Sophos support since 9th March when it was supposed to be being escalated.

     

     

    You should have been pinged and advised about the update being released.  I am sorry that didn't happened.

    The good news is that the release did go out out during Monday.  I've confirmed that in order to resolve the issue on a computer, that computer must be rebooted after it successfully updates.  Now, you do mention that you're rebooting as a workaround, however, in order to take the correct next steps, can I ask that you check on a couple of computers and confirm that (1) the computer is updating successfully (no errors updating/installing/etc.), (2) have been fully rebooted after that update, and (3) the alert is still seen after that reboot?

    If there are any problems with updating or installation these can affect the resolution.  It's also worth checking the Update Manager to ensure that's syncing OK.

    On a side note, I'm requesting that the article that explains the process on these alerts is updated to provide more information about how to provide the necessary information, what our turnaround on the alerts is, and that computers must be rebooted after the update has successfully been received on the endpoint (the date of the release should have been communicated to you via support so you know when a reboot should stop working around the issue, and starts to resolve it).  Link to the article for future reference: https://community.sophos.com/kb/en-us/125439 

  • In reply to ruckus:

    To answer the original question, yes, I too am having a really bad experience with Sophos support.  3 open tickets for months.  No communication unless I initiate it.  No solutions, just workarounds which typically involve disabling some of the product.

  • In reply to David Fosbenner:

    Hi David,

    Am really sorry for the inconvenience. Do you still have the tickets opened and no answers to them? If so, please share the support ticket number and I will look into it.

     

    Updated: Please check your DM

  • Hello,

     

    We are facing big time trouble from Sophos support they don't respond to open tickets and in weeks if they response they only ask for SDU logs every time now fresh logs.

    Even the 2nd level support is not that helpful. I think they need to be more educated and training about the product.

    A big example: Yesterday their 2nd level support gut respond to more than a month old ticket and rather than fixing the raised issue he messed with the main production server.

    Helpless,,,, where to contact now? We have over 2000 clients Lic. and I've no idea when this will be fixed and will be smooth. After this the support engineer took the SDU logs and asked for a day to check the logs and will get back with the solution hopefully.

    Thanks

    Regards