Applies to: Sophos Home
This article lists the known issues spotted in the Sophos Home Premium software, as well as known interactions with third-party software.
Windows related issues
Sophos Home 18.104.22.168 - Local exclusion removal does not currently immediately take effect.
- Apply the local exclusion, then restart the machine
- OR apply the local exclusion, and wait 2 hours for it to auto-apply
Browsers downloaded from the Microsoft Store will not launch the Sophos Home dashboard from the Sophos Home User interface when they are set as the default browser.
- Launch the Web browser and then manually go to https://my.sophos.com/
Slow Speed Tests results due to HTTPS scanning
- Slow Speed Tests results will be noticed, but there should be no impact to browsing experience/file downloads.
Workaround 1 : Use the Windows Store Speed Test app to conduct your tests
Workaround 2: Temporarily disable Web Protection to re-run your Speed Test
- Log in to your Sophos Home Dashboard
- On the affected computer go to PROTECTION>Web
- Click on Web Protection slider to turn it off (grey position)
- Re-try the actions, then re-enable Web Protection when done
- We recommend to follow these steps only if day-to-day
activities are impacted.
MacOS related issues
macOS version and/or computer name changes do not update after Sophos Home 10.5.0 is installed
We are aware that the Sophos Home Dashboard will not update name and macOS version changes post Sophos Home 10.5.0
The current workaround is to re-install Sophos Home.
We are planning on releasing a fix before the end of 2023.
Safari -Web Filtering/Protection does not work if Private Relay is enabled
Neither HTTP nor HTTPS traffic will be processed by Sophos if Safari's Private Relay is enabled.
There is currently no workaround other than keeping the feature disabled or using a different browser.
Captive Portal and Public Wifi:
See our Captive Portal article for workaround options
Sophos Home Shield will turn red if the Mac is started while disconnected from the internet. This is a known issue that self-corrects when users reconnect to a network.
Sophos Home Shield scanning animation will get stuck if right-click scanning an empty folder
Workaround: Restart Sophos Home UI via Active Monitor:
Open Activity Monitor
Type Sophos on the search bar
Select the Sophos Home process
Click the X button at the top
Choose Force Quit
- Workaround: Restart Sophos Home UI via Active Monitor:
MacOS Ventura - Known Issues
M1 and M2 chipset - Known Issues
Please refer to this article Installing Sophos Home on M1/M2 (Silicon) Apple computers (ARM)
Known issues with 3rd party products
Some German customers have been reporting an issue loading AusweisApp2, used for identification purposes with the German Government. Adding a Web Exception for the IP address 127.0.0.1 will assist with accessing some sites. See "Website Exclusions" in: https://support.home.sophos.com/hc/en-us/articles/115005499966-Setting-scan-exceptions
Scripts compiled to .exe's using AutoIt are flagged by Sophos Home's Machine learning feature.
The workaround is to allow and restore the applications as per: Excluding a file or application from Machine Learning detection.
Users may also ensure exclude an entire folder for where these applications are saved as per: Setting scan exceptions
Launching Convene application from local HTML file is prevented by Sophos Home's Exploit Mitigation feature. The workaround is to "allow application" from Sophos Home Dashboard OR add a local exclusion for the detection path to gain normal functionality as outlined in - Exploit exclusions (Windows - Local exclusions)
Enpass password manager will be blocked by Sophos Home. To resolve this issue add a Web Exception for 127.0.0.1: See "Website Exceptions" section in: https://support.home.sophos.com/hc/en-us/articles/115005499966-Setting-scan-exceptions
Some users have encountered issues opening Forever Artisan 6 as it triggers Sophos Home's Exploit Mitigation feature. The workaround is to add a local exclusion for path to gain normal functionality as outlined in - Exploit exclusions (Windows - Local exclusions) for the Local Storage location (Example below, although this may be different depending on installation):
Updating the Luminar AI application to 1.5.1 is prevented by Sophos Home's Exploit Mitigation feature. The workaround is to add a local exclusion for the detection path to gain normal functionality as outlined in - Exploit exclusions (Windows - Local exclusions)
Maxthon browser displays garbled text on launch. This is related to an incompatibility issue, and the workaround can be found in the "Disabling a specific Protected application to allow the software to run" section of this article.
mmhmm application will constantly trigger "camera is active" on macOS due to the application's processes using the camera all the time (even when not in use by a specific application). Please refer to the vendor's documentation for more details:
Updating Sage accounting software is prevented by Sophos Home's Exploit Mitigation feature. The workaround is to temporarily disable Exploit Mitigation in your Sophos Home dashboard to allow the update to complete as outlined in Option 4 in Adding local exclusions/Allowing Installations and/or applications to run.
Sandboxed browsers such as Chrome may get blocked by PrivGuard when launching or opening new links/windows. Workaround: users may create -at their own discretion- a local exclusion for "SbieSvc.exe" Sophos Home - Local exclusions
The Sonos controller application is blocked by Sophos Home's web protection feature. Until we have a permanent resolution, please do the following steps to resolve:
For Wireless Speakers, Add a Web Exception for the IP address of the speakers AND 127.0.0.1. See "Website Exclusions" in: https://support.home.sophos.com/hc/en-us/articles/115005499966-Setting-scan-exceptions
For a wired and wireless combo, it may be only necessary to add the IP of the Wired speaker AND 127.0.0.1