kennysarmy Posted November 22, 2017 Author Posted November 22, 2017 We run Sophos Enterprise Console (version 5.5.0) with Sophos Endpoint (version 10.7) and the Exploit Prevention Licence (version 3.6.9). This is I guess similar to Intercept X, but a locally hosted version of it. The Exploit Prevention licence is the HitMan Pro element. All our clients are Windows 7 Pro x64. I ran the SIMS Autumn updates via Solus last night, not realising the issues mentioned here. The update would download to the clients and clients would say they were installing (according to the Solus client window). But the Solus client would stay stuck at that point and not complete. Eventually the Solus GUI would show a client time out (it showed that the client was also offline), then showed that the update failed. After a reboot of the clients, then looking back in the Solus GUI (under Environment, Targets) the clients did report at being on the latest version. So they did update, but the client just did not respond back to Solus. For those clients that we have issues with Solus on, running SIMSInst.exe manually did not work as it would freeze on some components. I guess this makes sense if the Solus method just copies down and overwrites existing files? As suggested above (thank you), temporarily renaming those 2 .dll files stopped the error here. I had the same issues when running the FMS updates. I did not have any problem when running the Solus 3.12 update. I did not have any problem with updating Discover. I have opened a case with Sophos mentioning this post and asked our local SIMS support team to chase Capita. Temporarily stopping the hitman pro service should also allow the updates to go on OK.
deano3693 Posted November 22, 2017 Posted November 22, 2017 Has anyone heard anymore on the proposed fix or being involved in trialling it?
minimoo Posted November 22, 2017 Posted November 22, 2017 I asked sophos earlier on whether they'd tested additional example programs I sent (that they thought they might be able to test today), but didn't get a response today. Equally, said I was willing to confirm/test the fix.
kennysarmy Posted November 23, 2017 Author Posted November 23, 2017 Has anyone heard anymore on the proposed fix or being involved in trialling it? Nothing so far...
eddyc Posted November 23, 2017 Posted November 23, 2017 Yeah I have come unstuck with this today too. We use Sophos \ Intercept X and a few staff have not had SIMS installed on their laptops for some time for whatever reason. Family consultation today. Get as far as getting SOLUS on but can't get SIMS to deploy... What a PITA
kennysarmy Posted November 23, 2017 Author Posted November 23, 2017 Yeah I have come unstuck with this today too. We use Sophos \ Intercept X and a few staff have not had SIMS installed on their laptops for some time for whatever reason. Family consultation today. Get as far as getting SOLUS on but can't get SIMS to deploy... What a PITA Disable hitman pro service on the clients and SOLUS should work as normal and push out SIMS. 1
Redportal Posted November 23, 2017 Posted November 23, 2017 Just had this back from Sophos support. "Development have identified the root cause and have made changes to the code which now allows the SIMS updater to terminate gracefully allowing the update process to complete. The plan is to have this fix included in our late November/early December release. Once this is completed development may have an option to provide an early release of the fix version that will allow customers to test and confirm the fix."
kennysarmy Posted November 27, 2017 Author Posted November 27, 2017 Anyone risked the SOLUS method of pushing out the latest Autumn release yet?
Redportal Posted November 27, 2017 Posted November 27, 2017 (edited) Anyone risked the SOLUS method of pushing out the latest Autumn release yet? *We found this issue the hard way, should have done my research first. At the moment it does appear to install and deploy the Autumn release just fine, however it shows as failed in the Solus deployment manager. If you need to push more than one suite for example (SIMS / FMS) we found that as the first deployment shows as failed (for example SIMS) it never gets to deploying FMS. As a result all of the teachers could use SIMS however for finance personal we were required to remove Sophos to continue the install. Edited November 27, 2017 by Redportal 1
SpaceInvader83 Posted November 27, 2017 Posted November 27, 2017 *We found this issue the hard way, should have done my research first. At the moment it does appear to install and deploy the Autumn release just fine, however it shows as failed in the Solus deployment manager. If you need to push more than one suite for example (SIMS / FMS) we found that as the first deployment shows as failed (for example SIMS) it never gets to deploying FMS. As a result all of the teachers could use SIMS however for finance personal we were required to remove Sophos to continue the install. I was assured by our Sims support company that it's been deploying fine for Sophos users, I didn't believe it at the time and this has pretty much confirmed what i knew! I'm tempted to delay for a week in the hope we get the Sophos update in the meantime.
minimoo Posted November 30, 2017 Posted November 30, 2017 FYI - The installer Smart Notebook 10.8 also has issues with the sophos behaviour. Latest comment I've had from sophos is they are still working on getting a fix out this year 1
manc_techie Posted November 30, 2017 Posted November 30, 2017 I can't speak for SIMS as no longer in education but it's been a nightmare here with SAP and Microsoft Power BI not opening, I've had to remove Intercept X and have been chasing Sophos for 6 weeks. Usually their support is amazing but this call has fell into a black hole.
eddyc Posted November 30, 2017 Posted November 30, 2017 Disabling the Hitman Pro service was working fine a couple of days ago but today we are finding on Windows 10 1709 machines and Windows 7 machines that even doing that SOLUS3 hangs indefinitely and never completes the installation. It's a real PITA having to get the tamper password, remove Sophos, install the software and then reinstall Sophos and is slowing us down. Anyone else found this has got worse or am I alone? Disable hitman pro service on the clients and SOLUS should work as normal and push out SIMS.
minimoo Posted December 1, 2017 Posted December 1, 2017 just rename the hmpalert.dll in c:\windows\system32 and c:\windows\syswow64 as an admin
kennysarmy Posted December 1, 2017 Author Posted December 1, 2017 New email from SOPHOS: Hello Jeff, Original testing failed however we have now found a solution, we will be releasing this before end of year however I am waiting on dates for the release I will send out an email as soon as I have these dates. Kind Regards, Matt Feates Sophos Technical Support https://www.sophos.com/en-us/support/contact-support.aspx
kennysarmy Posted December 1, 2017 Author Posted December 1, 2017 I've replied to say that the Spring School Census on Thursday 18th January 2018 date is looming!
SpaceInvader83 Posted December 1, 2017 Posted December 1, 2017 I've decided to roll the update out anyway , i don't have a huge amount of confidence the fix will come quick enough. GPP to disable hitman, deploy sims, re-enable hitman is the plan - we have lots of clients amongst a few sites so i hope it works!
Vegas Posted December 1, 2017 Posted December 1, 2017 I've decided to roll the update out anyway , i don't have a huge amount of confidence the fix will come quick enough. GPP to disable hitman, deploy sims, re-enable hitman is the plan - we have lots of clients amongst a few sites so i hope it works! Keep us updated, I'll be very interested to hear how you get on.
kennysarmy Posted December 1, 2017 Author Posted December 1, 2017 Hello Jeff, The current plan is to have the release out around mid December for UK customers however until we have dates I cant confirm this. I will pass this on to product management to ensure they are aware. This is currently extremely critical for us and I can ensure we are doing as much as we can do get this out as early as we can. I will keep you update as soon as I have any feedback Kind Regards, Matt Feates Sophos Technical Support - - - Updated - - - I've decided to roll the update out anyway , i don't have a huge amount of confidence the fix will come quick enough. GPP to disable hitman, deploy sims, re-enable hitman is the plan - we have lots of clients amongst a few sites so i hope it works! This would probably work for us if ALL the PC's we had SIMS.net on were turned on regularly...but we've got SIMS.net on PC's for training etc and in areas where the PC's don't get used from one week to the next....
SpaceInvader83 Posted December 1, 2017 Posted December 1, 2017 Hello Jeff, The current plan is to have the release out around mid December for UK customers however until we have dates I cant confirm this. I will pass this on to product management to ensure they are aware. This is currently extremely critical for us and I can ensure we are doing as much as we can do get this out as early as we can. I will keep you update as soon as I have any feedback Kind Regards, Matt Feates Sophos Technical Support - - - Updated - - - This would probably work for us if ALL the PC's we had SIMS.net on were turned on regularly...but we've got SIMS.net on PC's for training etc and in areas where the PC's don't get used from one week to the next.... We are very similar, if i can get the bulk of them updated and hope Sophos can get an update out we should be ok. I do get the feeling the dates from Sophos might just keep dropping back , mid Jan next time you ask them no doubt!
kennysarmy Posted December 1, 2017 Author Posted December 1, 2017 Hi Jeff, I have just got off the phone with the Sophos Education lead and they are going to be releasing the fix on either the 12th or the 14th of December. We have been pushing hard for a resolution to this issue and initially Sophos were going to stick with their established protocol of not releasing any updates/fixes during the month of December. Taking the above into consideration, Mid December is the best we are going to get. Sophos are in the process of writing a kb to cover this release and this will be made available at the same time. Kind regards Team Leader Schools Hardware Support Team Gloucestershire County Council Shire Hall, Westgate Street, 1
SpaceInvader83 Posted December 4, 2017 Posted December 4, 2017 Well I accidentally set our Sims to deploy Friday night, seems to be about as successful as normal, the machines which picked up the reg change from policy show as Updating successfully in Solus, the ones which hadn't look as if they have received the update fine but show as deployment timed out in Solus, when checking target version for said client it reports the correct Sims version.
thatley Posted December 4, 2017 Posted December 4, 2017 Hi Jeff, I have just got off the phone with the Sophos Education lead and they are going to be releasing the fix on either the 12th or the 14th of December. We have been pushing hard for a resolution to this issue and initially Sophos were going to stick with their established protocol of not releasing any updates/fixes during the month of December. Taking the above into consideration, Mid December is the best we are going to get. Sophos are in the process of writing a kb to cover this release and this will be made available at the same time. Kind regards Team Leader Schools Hardware Support Team Gloucestershire County Council Shire Hall, Westgate Street, Thanks for that. I've just been pointed by Atomwide to this: https://community.sophos.com/kb/en-us/127871 which confirms the 12th as the fix date.
kennysarmy Posted December 12, 2017 Author Posted December 12, 2017 Hello Jeff, A fix is planned for the 12th December for this issue, the below KBA has been updated to reflect this ----------------------------------------- Article ID: 127871 Title: Upgrade of CAPITA SIMS or NHS CRS Identity Agent not completing gracefully with HitmanPro.Alert running URL: https://sophos.com/kb/127871 ----------------------------------------- Kind Regards, Matt Feates Sophos Technical Support https://www.sophos.com/en-us/support/contact-support.aspx Support Knowledge Base: https://community.sophos.com/kb Follow us on Twitter @SophosSupport Sophos Community (discussion forums): https://community.sophos.com
thatley Posted December 12, 2017 Posted December 12, 2017 No fix as yet. If anyone hears anything - post here please. Waiting with bated breath!
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