SurfProtect Issue Wednesday 6th October 2021 09:05:00

Some Surfprotect customers are currently experiencing issues accessing the internet, we are looking into this issue and will provide updates as available. Apologies for any inconvenience caused.

We have have identified that this issue may be caused by a problem with the Senso cloud application (remote management system. We recommend affected customers restart the Senso service, ensure the task is stopped in task manager and the service is stopped in Windows services before restarting the service. If you still experience issues after these steps please contact our technical support team on 0345 145 1234.

We are investigating a possible third party security application which looks to be blocking connections to web ports including SurfProtect proxy traffic. The timing correlates with a possible update for the Windows 11 launch last night.

We have identified that the issue has been caused by a Windows component stopping devices from communicating over default proxy ports. Our engineers are currently looking at finding a solution for this, as soon as we have more information we will provide an update.

Our engineering team was able to access one of the affected devices, we have discovered that it is showing irregular behaviour when trying to use the proxy. We have noticed that this correlates with the Windows 11 release last night, our engineers are looking further into this to confirm whether these are linked. We will update you as soon as we have further information.

Our engineers are still investigating this issue, we will provide an update as soon as we have more information.