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



Moved to SMC section of Sophos Community, added tags
[edited by: Qoosh at 10:18 PM (GMT -7) on 20 Sep 2021]
Parents
  • 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
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  • 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

Reply
  • 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

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