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This is my first time posting. I hope I have selected the best topic area.
We have found that Microsoft Office 2016 templates are being blocked. Users are seeing the following message when they open up the various Office applications. This is not limited to one Office application.
"sorry, we had trouble getting the featured templates and can't show them right now"
I have verified this on multiple Windows 10 Pro machines. It is being blocked by some setting within Sophos. My boss, who is also running Win 10 and Office 2016, has no issue. The difference is my boss is an admin and has nothing blocked via Sophos. For regular users, there is a Sophos setting that is blocking their access to the Office templates. We are running Sophos Intercept X 18.104.22.168. I have done a bunch of Googling for a solution, but have not found an answer as to what kind of exception needs to be made. (Assuming that is what I need in this instance.)
Any pointers are greatly appreciated.
Welcome to the community.
Can you tell me if there is a difference between your boss's Application control policy and the general user's policy?
Also, in the Threat Protection policy, does one have Mitigated exploits in vulnerable applications>Protect office applications checked and the other unchecked?
In reply to ZGV:
Everyone has the same Threat protection policy. The mitigate exploits in vulnerable applications - protect office applications is checked.
The difference in policies comes under Web control. Difference is under what is allowed under Adult and potentially inappropriate categories.
In reply to Barb Snyderman:
Hi Barb Snyderman
Would it be possible to share the screenshot of the error you are receiving? Also, please check under data control logs C:\ProgramData\Sophos\Sophos Data Control\logs if you see any error logs.
In reply to Shweta:
Thank you for providing the screenshot. Also, did you check under the data control logs for any error? Kindly perform the steps mentioned in this article just to confirm if there are any other components that might be causing the issue?
I have found error data control logs in this directory C:\ProgramData\Sophos\Sophos Data Control\
I will try the other steps and report back.
Could you please post the error you see under the data control folder? Please keep us posted once you perform other steps.
Sorry, there was no error log found. I missed typing the word *not* in my original message. The user was out of the office, so I am waiting till I can get access to their computer to try the other steps. I will report back as soon as I've completed the other steps.
I just wanted to follow up on this issue you are facing, did you manage to perform other steps?
I have performed the steps and we still have the issue. We have found one computer that does not have the issue. The other computer is running Sophos and has the same rules applied and does not have this issue. I have yet to find the difference between the two machines.
You can run process monitor to check which process is causing the issue on the machine having Sophos installed.
Thank you, I will try that and report back.
The cause of the issue has been discovered. The inability to load the templates happens on computers that are running Windows 7 and Office 2016. Computers running Windows 10 and Office 16 load the templates just fine. So, it looks like SOPHOS is not blocking anything. Thanks for all of your follow up.
Thank you for the update. Feel free to reach out to us for any further concerns.