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Categorisation Issues?

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?

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0 Karlos over 7 years ago

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

Karlos
Community Support Engineer | Sophos Technical Support
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0 Karlos over 7 years ago 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.

Thanks,

Karlos

Karlos
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0 Andrew Meek over 7 years ago in reply to Karlos

Hi, are you updating the article with resolution progress - I understand the same issue has reoccurred?
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0 Karlos over 7 years ago in reply to Andrew Meek

Hi Andrew,

Yes, the article will be updated as soon as we know more information. Thanks.

-Karlos

Karlos
Community Support Engineer | Sophos Technical Support
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0 Karlos over 7 years ago in reply to Andrew Meek

The issue has now been resolved. We appreciate your patience as we worked to find a resolution. Thanks.

- Karlos

Karlos
Community Support Engineer | Sophos Technical Support
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0 Andrew Meek over 7 years ago in reply to 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?
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0 Karlos over 7 years ago in reply to Andrew Meek

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.

Thanks,

Karlos

Karlos
Community Support Engineer | Sophos Technical Support
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0 Karlos over 7 years ago in reply to Andrew Meek

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.

Thanks,

Karlos

Karlos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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