Sophos Intercept X - LGfL licenses

[cbsc]

Have any other schools experienced issues with their Sophos Intercept X licenses, as provided by LGfL / Atomwide / Adept Education?

 

Our licenses all expired on 04/04/2020. This included:

 

Intercept X Advanced

Intercept X Advanced for Server

 

I alerted LGfL to the fact that they were due to expire well in advance, and they assured me that they would be renewed.

 

This was not done.

 

It appears that a temporary evaluation version of Endpoint Protection has been applied to our tenancy, but we have now lost functionality relating to Intercept X for both our computers and servers.

 

We are now finding that all of our computers are failing to update and are reporting:

 

Download of WindowsCloudNextGen failed from server http:∕∕dci.sophosupd.com

 

I have contacted support and been told that they are treating it as a priority, but still await a resolution 17 days later.

[psydii]

I don't normally recomend escalation to the top, but 17 days without proper protection seems to warrant this. Paging @JohnJackson

[DavR]

Interesting, ours expired on the 16th and I logged a support call with Adept (formerly Atomwide) this morning.

 

I emailed LGfL first, but got a reply saying it's Adept who I need to speak to. Last time I needed a license change, I asked Adept who said call LGfL.....

[DavR]

I wonder if they transferred management of this from LGfL to Adept, and ballsed it up somewhere along the way....

[DavR]

This just in from the Adept support desk:

 

Thank you for raising this with us.We have alerted Sophos of this and they have assured us that the licence will be renewed as soon as possible.We will keep you updated.[/Quote]

 

I'll let you know if I get any joy.

[PaddyNewman]

Keeping an eye on this one. I've seen plenty of cases and I believe we have contacted Sophos and they are aiming to renew licences ASAP.

 

Afraid I can't just turn around and ask someone as the majority are working from home, but I'll prompt for an update.

 

 

@cbsc feel free to DM me a case reference and I'll look into it now for you.

[cbsc]

I'm pleased to report that our licenses were renewed yesterday afternoon, so our devices are now updating again and we have the full functionality back again.

 

I understand that Sophos are having to work through LGfL customers individually to apply the new licenses.

[PaddyNewman]

Thanks for the update, glad they were added.

 

Sadly I think everyone is stretched right now and the majority or working from home, not just in AdEPT but also all other associated parties, whilst its not an excuse, it does make interaction a little harder.

[DavR]

Mine seem to have been renewed as well now. Hopefully just a blip because of the current chaos, and not something that will happen every year.

[KDW1987]

Hi All,

 

I believe this has been fixed now. Is anyone still having issues? if you are PM me