Overview

Sophos Technical Support have become aware of several cases where customers are reporting 100% CPU Usage on machines. Symptoms of this could be the machine locking up or becoming unresponsive.

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

Central Server Anti-Virus 10.8.6
Central Server Anti-Virus 10.8.3

Operating systems

Windows Server 2016
Windows Server 2019
Linux

Impact

Customers may find their servers are unresponsive, a reboot is the only way to recover the server.

Current status

This has been resolved as of 14/02/2020 15:10 GMT

14/02/2020 14:28 GMT: Investigation is ongoing
14/02/2020 15:10 GMT: New IDE Released

What to do

We believe we have now resolved this issue with an updated IDE; please update to the latest version and check that the file inje-fiv.ide exists within:

32bit: C:\Program Files\Sophos\Sophos Anti-Virus\
64bit: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\

If this file exists and you still experience issues please follow the below:

Please gather the information below information and Open a Support Case.

• "Forcing a System Crash from the Keyboard" gathered whilst the machine is hanging/unresponsive
  
  Please note we will also need you to enable "Complete Memory Dumps" so that we can see all process information.
• A Sophos Diagnostic log of the machine.

Next update

Updates will be provided as required