Device is inactive (2+weeks)

Hi Jay Parmar 

Could you help with the status of one such client with a screenshot. Please open the Client UI > About (Right bottom corner) >Run Diagnostic Tool.

Check if anything that needs attention.

I shall get this over when I get a chance. The annoying thing is that we need to remote to the users machine just to see if anything needs attention - the console should be doing this...after all it is the whole point of having a console.

I agree, this is a show stopper.

We as IT Admin, CANNOT take over a Users PC to grab bloody log files for Sophos to look at. Central should do this. ( I needed to start grabbing log files a mere two weeks after deployment because of the utter disappointment this software is)

They are waiting for log files from me from two weeks ago, and I keep telling them I cannot do this as the USER is USING the PC.

Imagine that.....the USER is USING the PC......therefore I cannot take over to suck some stupid log files out.

Unless Sophos can build a better product, this is un-usable software. Looks like I paid a lot of money to Babysit.

Also..when installing the Full Windows Agent, and although this may only take 10-15 min, the issue is: The PC is completely Useless until this install is finished. Cannot open a folder, and website, nadda. Totally at the mercy of Sophos. Another thorn in this prickly bush.

Why not just have the agent trickle in to the PC not HOG the whole goddam CPU....hello??

 And one more thing. had a notice of Agent update and to send it off to the "Test" machine. I did that this AM. 6 hours later, agent it still NOT updated. When shall I check it...after Xmas 2020??

Does this Console actually do anything other than report how useless this software is??

I agree, this is a show stopper.

We as IT Admin, CANNOT take over a Users PC to grab bloody log files for Sophos to look at. Central should do this. ( I needed to start grabbing log files a mere two weeks after deployment because of the utter disappointment this software is)

They are waiting for log files from me from two weeks ago, and I keep telling them I cannot do this as the USER is USING the PC.

Imagine that.....the USER is USING the PC......therefore I cannot take over to suck some stupid log files out.

Unless Sophos can build a better product, this is un-usable software. Looks like I paid a lot of money to Babysit.

Also..when installing the Full Windows Agent, and although this may only take 10-15 min, the issue is: The PC is completely Useless until this install is finished. Cannot open a folder, and website, nadda. Totally at the mercy of Sophos. Another thorn in this prickly bush.

Why not just have the agent trickle in to the PC not HOG the whole goddam CPU....hello??

 And one more thing. had a notice of Agent update and to send it off to the "Test" machine. I did that this AM. 6 hours later, agent it still NOT updated. When shall I check it...after Xmas 2020??

Does this Console actually do anything other than report how useless this software is??

If you use an RMM with CMD capability, you can run the sdu.exe silently and grab the logs. I started doing that so we don't have to interrupt the user. I started creating an automation policy that uploads as well, but have stalled out a bit on that one.

Check out this KB: https://community.sophos.com/kb/en-us/112981

I'm assuming this does not apply to Sophos Central?

We use Sophos Central, I use our RMM platform to grab logs of the affected machine if it shows online.

Thanks Ashton.....what RMM platform do you use?