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Has anyone else experienced categorisation issues today in Europe? 3 web appliances managed by a virtual SMA, intermittently and randomly across different appliances some sites would suddenly show as uncategorised, but at the same time be categorised correctly on another appliance. As if the categorisation service wasn't responding. No connectivity issues across any appliance, all tests pass. Any reported issues anywhere today?
Answering my own query, seems Sophos are incapable of providing service status updates and after spending a day trying to identify what's going on including calls and chats with support, the Sophos support twitter feed person has confirmed there's a categorisation issue. Hope it helps someone else out there, seems Sophos have some serious global internal comms issues feeding information to the correct people.
In reply to Andrew Meek:
Seeing the same thing here in the US, haven't bothered trying to call in to support. Thanks.
Hi Andrew Meek
Apologies you weren't able to receive a clear answer from Support when inquiring. The issue was not discovered until late afternoon during North American hours. After some investigation, we have found the root cause of the Categorization issue experienced yesterday. The issue has since been re-mediated. Please allow some time today for the changes to be delivered. If you still experience this issue tomorrow, please contact Support.
Thanks,
Karlos
In reply to Karlos:
We've created a KBA for the known issue: Category looks returns no category for many sites
Please follow for updates.
Hi, are you updating the article with resolution progress - I understand the same issue has reoccurred?
Hi Andrew,
Yes, the article will be updated as soon as we know more information. Thanks.
-Karlos
The issue has now been resolved. We appreciate your patience as we worked to find a resolution. Thanks.
- Karlos
Hi Karlos, thanks for the update. Do we know what the actual issue is, a change that went wrong? A hardware failure? What's the deal?
An issue was found regarding synchronization between our categorization database servers. Data wasn't being transferred between servers, therefore, only some customers were affected. Now that it has been resolved, we've added an additional check to the verification process to ensure that changes are passed between databases in the future.