• Computer may become unresponsive when first trying to save files to remote/network locations on Windows devices. When first trying to save a file to a remote/network location (Such as local network drive) after the computer starts, the computer may become unresponsive for a numbers of minutes. Further attempts after this to save to such locations will not experience the problem until the computer is rebooted.

• Workaround:

  At your discretion, the following steps will allow a Scan Exception to be added, which will stop the problem from occurring:

1. Sign in to your Sophos Home dashboard
2. Select the computer where you need to make the exclusion
3. Click on PROTECTION --> General --> Exceptions to enter your exclusions

4. enter the following, and then click Add

   C:\Windows\System32\CertPolEng.dll

• This will be resolved in a future update 

• BSOD on boot due to Nvidia drivers + Sophos installations
  • We’ve identified an issue where some computers may fail to boot and display a Blue Screen of Death (BSOD) with the error UNEXPECTED_KERNEL_MODE_TRAP (0x7F) when certain Nvidia drivers are installed alongside Sophos.
    Nvidia has confirmed the problem is on their end and informed us that the issue should be fixed with driver version 582.11
    What you can do:
    • Check for updated Nvidia drivers and install version 582.11 
    • If the issue persists, contact Nvidia Support for further assistance.
      • As a workaround, uninstall Nvidia drivers and restart your computer to verify the problem is resolved.

• Screen readers will fail to read the Sophos Home User Interface on Windows devices. There is no workaround at this time, however, customers may use their Sophos Home Dashboard to configure the Antivirus, and review its events there.

• Keyboard that uses ALPS driver has stopped working after installing  Sophos Home

•  Local exclusions removal do not immediately take effect.

  Workaround:
  Apply the local exclusion, then restart the PC
  OR
  Apply the local exclusion and wait 2 hours for it to auto-apply

• 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.

• Welcome to Sophos screen keeps popping up in Sonoma
  macOS Sonoma users might see repeated Welcome to Sophos popups if running outdated versions of macOS.
  Fix: Update macOS Sonoma to the latest version - Apple - Keep your Mac up to date, and address the popup one last time if the issue persists after the OS update- Drag and drop the Sophos Home package to grant Full Disk Access
  See our minimum requirements article for more information regarding Supported OS versions.

• Potential performance degradation of some apps
  Some applications such as OneDrive/SharePoint accessed ones, and Olive Tree Bible Study might encounter noticeable delays on latest versions of macOS Sonoma and Tahoe. Additionally, TCCD/TrustD processes may display high CPU usages above 60%.
  Sophos is working on making changes to correct this, however these are lengthy modifications that will require major backend changes before the issue can be addressed. We do not have a timeline for when this will be implemented. We will update this entry as soon as new information becomes available.

• 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 on macOS
  • 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

  ---

  • Sophos Home UI gets cut off if the Sophos Home shield is set further to the right

  We are aware that the Sophos Home UI and feature menus are cut off if the shield is positioned near the right end of the Mac menu bar shown in the below screenshot:

  

  Workaround: 

  • • Hold down the Command (⌘) key.
    • Hover your mouse cursor over the Sophos Home shield.
    • Holding down the left mouse button, drag the icon to the left end of the menu bar until it displays a complete Sophos Home UI.

  ---

AusweisApp2

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

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

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)

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

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): 

\\localhost\pipe\forever_local_storage)

Luminar AI

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

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

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- 

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.

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

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

Visual Studio

When trying to run the Visual Studio installer directly from a web browser, a lockdown message will occur and prevent it from running. To allow the installer to run, manually open the location the installer has been downloaded to (Downloads folder by default), and run the installer from there.

We have an article dedicated to games and how to properly run them alongside Sophos Home. Have a look at it here: Allowing games to run along Sophos Home