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.
Known issues with Sophos Home
Big Sur - macOS 11
- Sophos Home on macOS 11 can sometimes add increased time to a Mac Update. You may see an extended period of time on the "Preparing" stage. This update will go through, however, after some time.
Workaround: To install macOS updates immediately, please use Safe Mode - https://support.apple.com/en-ca/guide/mac-help/mh21245/mac
- M1 Mac known issues:
When installing Sophos Home for the first time, users will be required to install Rosetta
Webcam protection will display “Camera Active”, even when no camera actions are being performed.
In some cases, users may see a message stating “Using Significant Energy: "Sophos Scan” this could occur during scans.
General macOS related issues
- SophosPrivacyGuard.bundle stops responding; usually when attempting to restart or shutdown the mac.
Workaround: disable mic and webcam protection
- Two Sophos Home Icons may appear - Duplicate Sophos Home shield appears on macOS menu bar
- Dashboard exceptions can not be entered on Safari version 13.1.2 with macOS High Sierra (10.13). We are currently working on a fix.
Workaround: Please use a different web browser (Google Chrome or Firefox) to add a scan/web exception. - Setting scan exceptions
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)
Occasionally when exporting videos VideoPad will trigger a Lockdown and close the application. The workaround is to toggle off “Protect media applications” under the advanced settings for Exploit Mitigation in your online dashboard or to add a local exclusion for the detection path to gain normal functionality as outlined in - Exploit exclusions (Windows - Local exclusions)