[Sophos Notification] Windows servers may trigger a BSoD during the upgrade to Sophos Central Server Core Agent.

Hello everybody,

 

A number of customers have reported their Windows servers triggering a BSoD during the upgrade to Sophos Central Server Core Agent.

Once rebooted the server recovers.

Please find more information and updates here

Regards,



  • Hi all,

    I'd like to provide an update and some background to this issue. 

    Background: We started to rollout our agent for Intercept X for Server on Tuesday, we do this in small batches ahead of the full launch of the product. A small number of customers encountered a BSOD during the upgrade to the Server Protection agent; for this reason we put the rollout on hold. 

    Note: So far we have had reports on a very small number of Servers affected; after the reboot the upgrade continues as normal. 

    Cause: We continue to investigate the root cause, but we know that the issue is not with the new agent but exists in the currently installed agent. The method used to update a specific component can, in some specific scenarios, cause the BSOD. 

    We had run this agent through our own testing and throughout our early access program and did not see any reports of this issue. Therefore, new installations will start to use the Intercept X for Server agent, although the policy options to enable the new features will not be available in Central until a later date. We will continue the rollout to existing customers once we have finished testing a fix that was put in place last night. 

    I will update this post once we have replicated the issue and confirmed the fix works with our new roll out dates. 

    Regards,

    Stephen

  • In reply to StephenMcKay:

    We have started to roll out a fix to the issue. We are doing this in small batches so that we can review any reports from customers before we release to the next group.

    I will not post any updates unless there is a change to this plan.

    Regards,

    Stephen

  • In reply to StephenMcKay:

    Hi Stephen,
    Would Controlled Updates prevent this fix installing on my Servers? I know some stuff gets replaced even if Controlled Updates is utilized, is this one of those cases?

    Regards
    Andy.

  • In reply to andy clarke:

    Hi Andy,

    Controlled Updates will prevent the update from being applied to your Servers. 

    Regards,

    Stephen