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Sophos Home Known Issues

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Sophos Home Support
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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

  • Full Scans or Dashboard Scans might get stuck at 0% for some users 

    You computer is still being protected by Real-Time Protection, manual scans are not necessary, however we will be addressing the issue later in 2025. 

    Workaround: Run a right-click instead. 

  • 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.
  •  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
  • 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.
  • Workaround:
    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.
  • Uninstalling the Sophos Home software may not remove the corresponding device entry from the Sophos Home Dashboard.
  • If the device persists on the Sophos Home Dashboard after uninstalling the software, the device entry can be manually removed from the Dashboard using the steps in this article:
    Removing a device from the Sophos Home Dashboard
  • The Firefox browser in very rare setups may cause a detection and be closed by Sophos Home. 
  • There currently is not a work around when this specific problem occurs and not all users are affected, it is planned to be resolved in a future update.

 

macOS related issues

  • Potential performance degradation of some apps
    Some applications such as OneDrive/SharePoint accessed ones, and Olive Tree Bible Study might encounter notable delays on latest versions of macOS Sonoma. Additionally, TCCD/TrustD processes may display high CPU usages above 60%.
    Sophos is aware that, potentially, these could be remedied by allowing exclusions to CryptoGuard - a functionality that we currently do not have available in Sophos Home-.
    This is something that the Support, Engineering and Development teams agree should be added to the product. As a result, we do plan to add this as a feature to Sophos Home and will begin design and development during calendar Q2 (2024) with a view to targeting a release to include this capability during calendar Q3.  All dates are provisional, please review this article for updates!
  • 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.      
  • 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
    • 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:

    Screenshot 2023-11-28 175458.png

    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.

 

Known issues with 3rd party products

 

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.

 

Known Issues with Games

Allowing games to run along Sophos Home

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