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
- Keyboard that uses ALPS driver has stopped working after installing Sophos Home
- 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
- Users running Sophos Home version 4.2.+ may experience network related problems such as:
- Slow Speed Tests results (but no impact to daily tasks)
- Slowness downloading big files via Web Browsers
Expected to be resolved in a Q1 2023 (Early 2023) release
Workaround: Temporarily disable Web Protection:
- 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 Ventura Known Issues
General macOS related issues
- Captive Portal and Public Wifi:
Apple has indicated to us that they need to fix the captive portal issues when using network interceptors. Public Wifi networks, such as cafe/hotels/airports might fail to connect while Sophos Home Web Protection is enabled because of this.
Option 1 - Turn off Web Protection via your Sophos Home Dashboard prior to utilizing a public network, or using the Sophos Home Mobile App - Once connected, turn it back on
Option 2 - Use a phone as a hotspot, connect your laptop to it, turn off Web Protection, then connect to public wifi - Once connected, please re-enable Web Protection
- Sophos Home Shield will turn red if the mac is started while disconnected from the internet. This is a known issue, and it corrects on its own as soon as users reconnect to a network.
- SophosPrivacyGuard.bundle stops responding
This happens, usually, when attempting to restart or shutdown the mac.
Workaround: disable mic and webcam protection
- 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
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
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:
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.
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
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
Sage Accounting software
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.
Enpass Password manager
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
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
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)
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)
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
Forever Artisan 6
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):