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
Windows
- Samsung Galaxy TabPro and Samsung Galaxy TabPro S gets BSOD when installing Sophos Home Premium
- Keyboard that uses ALPS driver has stopped working after installing Sophos Home
- Windows 11 will display as Windows 10 on the Sophos Home dashboard - This is currently under investigation-
Mac
macOS 11 Big Sur updates take too long to complete/look stuck
What's happening
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.
Why is this happening
During an OS upgrade, many thousand files get written and replaced. This causes a large number of events for Sophos Home antivirus to scan and ensure no malicious files hit your system. These processes are, however, handled in a way that might lead to performance degradation (aka: slower than expected OS updates) , something that is much more prevalent since Big Sur macOS 11 was released by Apple. Moreover, these tasks are given low CPU priority by the OS, which further exacerbates the delays.
However, the updates will eventually go through. We recommend users consider running OS updates overnight, and to close all unnecessary applications while doing so, in order to make this process as streamlined as possible.
Are there any other workarounds than running the OS updates at night?
Yes! Some customers have reported good results if the updates are installed in Safe Mode.
Please see this Apple article to access Safe Mode on your mac: https://support.apple.com/en-ca/guide/mac-help/mh21245/mac
Big Sur - M1 chipset known issues
Please refer to this article Installing Sophos Home on M1 (Silicon) Apple computers (ARM)
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
Known issues with 3rd party products
mmhmm
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:
https://help.mmhmm.app/hc/en-us/articles/360053622354-Uninstalling-mmhmm
https://help.mmhmm.app/hc/en-us/articles/360055976014-Why-has-mmhmm-taken-over-or-hijacked-my-video-conferencing-camera-
Maxthon browser
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.
Sandboxie
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
AutoIT
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
Sonos Speakers
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
Convene
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)
NCH VideoPad
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)
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