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Problem adding Usage Access in Sophos Intercept X for mobile

Dear community:

I am using intercept X for mobile with my Xiaomi phones long time ago. In fact, the good results and usability makes me buy Sophos Home for my personal computers.

However, with the last version, and after factory defaults my phone, I was not able to finish right installation of Intercept X.

The installer asks to allow usage access but, in the settings menu, Intercept X doesn't appear as an option to allow this permission.

Version is the last one available in PLay Store, 9.7.3464, from August the 10th.

Phone is Xiaomi MI8 with official last release MIUI 12.0.2, Android 10 (no unofficial, or China images).

Other antivirus, after installation, even although they don't ask usage access, appears in the settings menu as an option to allow the permission.

Could someone help me, or notify development of this bug? I tried to contact by mail, following instrucionts in the Play Store app, but automatic reply that cannot contact by mail address.

Thank you very much in advance

Kind regards



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  • Hello Marcos, 

    Thank you for reaching out to the Sophos Community. I would like to ask if the issues you are encountering are outlined in the following KBA?
    https://support.sophos.com/support/s/article/KB-000039028?language=en_US

    If you can confirm that the Sophos Intercept X Mobile application is installed, but does not appear under the page "Settings > Manage Apps", it would be best to open up a support case so that this issue can be raised to the appropriate teams to have the issue looked into further. 

    Kushal Lakhan
    Global Community Support Engineer
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • Hello Qoosh:

    Thank you very much for your answer. 

    Yes, app is installed, and I can manage both Intercept X and Security & Antivirus Guard. Even, web filtering is working in some way, although of course cannot show the block pages or warnings. The problem is that Intercept X doesn't appear in the list of apps when you enter in "Usage Access" menu under Settings.

    I don't think I was able to open a support case. I follow the procedure indicated by Sophos in the Play Store, but automatic reply say that open a support case with a support account (my mail was not recognized, I suppose).

    Could you indicate me how to proceed? I don't have an enterprise account in Sophos, only home products.

    Thank you very much

    Kind regards

  • In fact the problem is in the step of the installation showed in 3:23 in this video:

    Sophos Mobile (v9.5): Intercept X for Mobile (on Android) - Recommended Reads - Sophos Mobile - Sophos Community

    Sophos Intercept X for Mobile doesn't appear under Usage Access, so installation is stuck in the 4th step.

    Thank you very much

    Kind regards

  • Hello Marcos,

    Thank you for clarifying. I am in the process of inquiring internally to gather more information on this issue. I will have another update for you in the coming days. 

    Kushal Lakhan
    Global Community Support Engineer
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • Hello Marcos,

    Do you know if the SIXM application offers you the option to gather logs from it? If it is possible to do so, please try using the following navigation. 

    1. Open Sophos Intercept X for Mobile.
    2. Open the app menu and select Settings > Send log by email.
    3. Select the email app.
    4. Enter the email sender and recipient.
    5. Send the email.

    The e-mail can be addressed to "appsupport@sophos.com", our app team will be on the lookout for the logs to come in. You are also welcome to reference this thread in the e-mail so that some additional context is present.

    Kushal Lakhan
    Global Community Support Engineer
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • I just sent the email as you asked.

    I am able to enter the Intercept X GUI for configuration when I install or update two or more apps, from the notification that appear in the phone. But it is impossible if you tap the Intercept X icon.

    For the support team reference, if you can reach them:

    - email subject is: Sophos Community Discussion Thread: Problem adding Usage Access in Sophos Intercept X for mobile

    And I added in the body the link to this thread.

    Thank you very much for your help.

    Kind regards!!!

  • Dear team,

    Any news about this problem? I know this isn't some easy to fix, probably. I am only asking if Sophos will take into account, and if I can help with any other information.

    Kind regards

  • Dear team,

    I think I solved the problem.

    Sophos service is available to add to usage access, but is the last one alphabetically in my phone so it's hidden by a dialog that allows system apps.

    If you click in the black zone, where it's supposed to be, you can enable it, and finish installation.

     So it seems more a problem with Miui management of the screen.

    Kind regards

  • Hello Marcos, 

    Thank you for following up with your findings. I had a chance to discuss this issue with our SMC product team and they advised that the logs will be necessary to investigate further into this type of problem.

    With that being said, I am glad to hear you were able to resolve the issue. 

    Kushal Lakhan
    Global Community Support Engineer
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids