Sophos Web Appliances may be returning sites as uncategorized, generating alerts indicating the categorization servers cannot be contacted and failing the connectivity test to the categorization servers

Sophos Web Appliances may be returning sites as uncategorized, generating alerts indicating the categorization servers cannot be contacted and failing the connectivity test to the categorization servers

Applies to the following Sophos product(s) and version(s)

Sophos Web Appliance

Sophos Web Appliances may be returning sites as uncategorized, generating alerts indicating the categorization servers cannot be contacted and failing the connectivity test to the categorization servers

[RESOLVED] We have now made some infrastructure change to address this. Monitoring and customer feedback confirm that communication with the categorization servers is now functioning as normal.

[UPDATE 14.08.2019]

The core issue here is resolved. However we are seeing some appliances still generating alerts even though the categorization is working and the connectivity tests are passing. See below for steps to address this.

If your appliance is still generating alerts regarding the categorization server:

  • A scheduled restart of the appliance should clear the alert
  • If a restart is not possible, or has not worked, then enable the support access tunnel and contact Sophos Support. We can connect to the appliance should be able to clear this.

No further update expected

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