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Issue: Sophos Central Admin – US-West region - Delays with the enforcement of Central policies on managed endpoints.

**Update 9** Root cause analysis KBA has been published: see knowledge base article for the latest.

**Update 8** As part of a routine database maintenance task customers may notice a few intermittent install and policy rendering failures. Please retry before contacting support. 7/17/2017 8:00 AM PST

**UPDATE 7** Some customers may notice a few intermittent install failures, please retry before contacting Sophos Support. 7/14/2017 2:00 PM PST

**UPDATE 6** Installations are being processed normally, service is restored. Please re-download installer from Central. 7/14/2017 9:00 AM PST

**UPDATE 5** Installations are now working as of July 13, 2017 19:00 UTC-5. See knowledge base article for the latest.

**UPDATE 4** New installs likely to still fail. http://centralstatus.sophos.com/#!/ has latest update. 

**UPDATE 3** System is now processing backlogs. Please see last updates here.

**UPDATE 2** Issue is ongoing, apologies. Impacts all areas within Central that rely on MCS communication between client and Central. 7/13/2017 8:00 AM PST

**UPDATE** Development has identified root cause and is working on a fix. 

Hello,

We are seeing delays with policy changes and enforcement in Sophos Central (US-West region) as well as installation failures due to inability of new endpoint installations to initially register. Our engineers are working to restore latency. Please note your endpoints remain protected. Updates will be provided on this thread.

KBA: https://community.sophos.com/kb/en-us/126477

Thank you,

Bob



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  • We are still experiencing issues and delays with logging in to Sophos Central Admin Console.  I am unable to update the desktops that already have it installed it keeps failing.  I have tried to reinstall and it fails.  I have restarted and it still fails. 

     

    Is there another solution?  Our Security Team is becoming really concerned about the stability of Sophos.

     

    Thank you

     

    Aisha Smith

     

     

  • Thanks for all of your feedback on this subject.  We've heard you. 

    Our Sophos Central team has committed to providing more current and detailed technical information on our Central Status page.  The page has been recently updated and reflects the status of the last two days, including the incident that occurred earlier today. 

    As always, we will provide a complete Root Cause Analysis (RCA) when we are fully confident that we have completely addressed the issues affecting performance.  Until then, please refer to the Sophos Central status page for the most current and accurate information.  

    We are happy to speak with you, your customers or your management teams if you still need more information. 

    Michael Anderson, SVP Global Services

    michael.anderson@sophos.com   +1 408 334 7300  

  • Status page is showing green..but I'm still getting the same old issues...

     

    - UI is very slow, lots of spinning circles

    - Policy enforcement seems randomly applied

    - Installing the encryption module seems be hanging (logs show failure to connect to US-West)

    - Also - correct me if I wrong,  I am fairly certain in the past, when users tried to unsuspend a Bitlocker - if the encryption policy was applied, Bitlocker would re-suspend itself. Well apparently not anymore! I can unsuspend my bitlocker at the moment no problem. 

     

     

     

     

  • Slow policy enforcement and UI again , "last activity fields" haven't updated in 11 hours.

     

    Can the status page remain yellow or red until its actually fixed permanently? It shouldn't be green until the issues are actually resolved correctly. 

  • Yeah I pushed an encryption policy yesterday and the machine still hasn't picked it up.

Reply Children
  • OK I can now confirm that there are still massive delays with US west policies being pushed. A computer that I applied an Encryption policy to yesterday 8/14 just now triggered a Medium Event 'device that should be encrypted it not' alert 2:30pm 8/15 and then prompted the end-point to re-boot for the encryption process to begin.