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Issues with SC on MacOS Monterey

DanWills

Hi,

I have recently set up a new Macbook Pro (running MacOS Monterey 12.2) for one of our users. As part of the setup we installed Sophos Central.

After we installed Sophos, the user in question complained of errors when trying to save files onto network shares on our file server, particularly when overwriting an existing project in Adobe InDesign or Photoshop. The laptop has also been crashing 1-2 times per day (equivalent of Windows BSOD - freezes for ~ 30 secs, then resets to startup screen and boots up again).

I tried disabling 'scan remote files' in the Mac threat protection policy, and also 'Protect network traffic', but these didn't seem to help. I then disabled on-access scanning completely in the policy, and have left it like this for the last few days. Since then there have been no crashes or issues saving to network folders.

Obviously this isn't really a viable long-term solution though. Are there any other settings we can look at changing in the TP policy to prevent these issues?

Also, I've attached a screenshot of the policy, showing that on-access scanning is disabled. However, the status for this device shows everything as green - is that normal even though the on-access scanning isn't running?

thanks

Dan



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[edited by: GlennSen at 7:09 AM (GMT -7) on 17 Mar 2022]
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  • 0

    We have the same issue with InDesign files on network opening as read-only, but on MBP running Big Sur (11.6.5), as reported by others in this community. We need a better workaround than just turning off real-time scanning. That's not why we use your product!

  • 0 in reply to JMorgan

    If this is an urgent issue for you, I recommend opening a support case and mentioning the same reference ID provided in my previous comment (MACEP-6176).

    From preliminary testing, the results with a newer version of Sophos Endpoint for macOS are looking promising. If the symptoms you're experiencing are similar, there is a good chance this will work for you as well. 

    If you were looking to test further, I recommend disabling Cryptoguard to see if the issue goes away. If so, you will want to highlight this in your support case so that our GES team can work with you to try out version 10.3.4. Please keep in mind this version is not yet formally released. 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
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  • 0 in reply to Qoosh

    Kushal,

    Thanks for the reply. We have tried disabling Cryptoguard and this does not seem to be enough to resolve all the issues with InDesign. In addition to the Read-Only issue, we're also seeing issues when trying to export to PDF. We will get a "file is open" message when trying to overwrite an existing PDF. No one has the file open. Note that if we try a 2nd time, after the error message, the file can be overwritten. My guess is this is a symptom of the same permissions problem exhibited by the Read-Only issues. In testing, we have only been able to make the issue stop (intermittently) if we also have Real-time Scanning turned off .

    Per your recommendation, we will contact support and open a new case.

    Thanks,
    Jim

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  • 0 in reply to Qoosh

    Kushal,

    Thanks for the reply. We have tried disabling Cryptoguard and this does not seem to be enough to resolve all the issues with InDesign. In addition to the Read-Only issue, we're also seeing issues when trying to export to PDF. We will get a "file is open" message when trying to overwrite an existing PDF. No one has the file open. Note that if we try a 2nd time, after the error message, the file can be overwritten. My guess is this is a symptom of the same permissions problem exhibited by the Read-Only issues. In testing, we have only been able to make the issue stop (intermittently) if we also have Real-time Scanning turned off .

    Per your recommendation, we will contact support and open a new case.

    Thanks,
    Jim

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