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Web filtering (Sophos Accessibility Service) repeatedly turned off

Severin Hohensinner

Maybe somebody knows the solution:

Every time when I restart my mobile phone (Android 6; Huawei P8 lite), Web filtering in Sophos Mobile Security 6.5 is turned off.

Then I have to reactivate Web filtering and Sophos Accessibility Service. The same happens when I quit all apps running on my phone. My phone is not encrypted and I use Google Chrome (in normal mode, not in private/incognito mode).

How can I manage that Web filtering (Sophos Accessibility Service) keeps running and doesn't turn off automatically?

 

Many thanks in advance for any answer that helps!

Severin



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  • +1

    Hi Severin,

    I have never heard of a similar issue and I am not able to reproduce it on my S5 which I have.

    Performing a Google search brought me to the below link from last pass, which suggests the following solution:

    LastPass unfortunately has no control over this - Android disabled it on some devices and we cannot prevent this. However, on most devices, you can disable app optimization for LastPass in Settings to stop it from disabling the accessibility. This is usually found in Settings > Battery.
    For example on the Samsung S5, go to Android Settings > General > Battery > look under App Optimization and select Details. Then find LastPass and turn it off.

    On other devices, you may have to specify that LastPass should be ignored in battery optimization.
    For example, on Huawei phones, go to Settings > Apps > Advanced Options > Ignore Optimations and toggle "allow" for LastPass.

    On some specific device models, even if the Accessibility service is running, it does not necessarily mean LastPass receives Accessibility events so that LastPass Fill service can work properly. Our development team is looking for possible solutions to address this issue in the future.

    If this is occurring for you, we recommend toggling LastPass Accessibility Service off and on. Then retry.
    Source: https://lastpass.com/support.php?cmd=showfaq&id=9272

    Could you perhaps try that for Sophos Mobile Security on your device as well?

    Best regards
    Stefan

     

  • 0 in reply to SDU

    Hello Stefan,

    I face exactly the same issue, i.e. after each reboot I have to re-enable the Sophos Accessibility Service which is pretty annoying. My old Huawei P9 as well as my Huawei P10 are subject to this issue.

    Neither I have been a user of Lastpass nor did I ever install the app, thus I don't think that Lastpass is the source of the issue.

    Cheers,

    Sascha Rudolph
    Senior Software Engineer, NSG

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  • 0 in reply to SDU

    Hello Stefan,

    I face exactly the same issue, i.e. after each reboot I have to re-enable the Sophos Accessibility Service which is pretty annoying. My old Huawei P9 as well as my Huawei P10 are subject to this issue.

    Neither I have been a user of Lastpass nor did I ever install the app, thus I don't think that Lastpass is the source of the issue.

    Cheers,

    Sascha Rudolph
    Senior Software Engineer, NSG

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  • 0 in reply to eremit

    I'm having the same issue with the Sophos Accessibility Service turning off, mainly on Huawei devices. However, I've created a support ticket with Sophos and as far as I know second level technicians and development will look into this now. As soon as I have an update I will let you know.

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