SafeGuard Enterprise shows performance issues together with WebHelp Desk dropped connections

  • Article ID: 111494
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  • Updated: 28 Jan 2014

The SafeGuard Enterprise Server shows performance issues and the SafeGuard Enterprise WebHelp Desk suddenly drops connections.

Known to apply to the following Sophos product(s) and version(s)

SafeGuard Web Helpdesk
SafeGuard Enterprise Server

Operating System
All supported Operating System versions

What To Do

A typical root cause of this issue is a mis-configuration of the worker processes of the SafeGuard Enterprise web pages.

SafeGuard Enterprise supports the following number of worker processes depending on the connection method to the web page:

Web Page Connection method Number of worker processes
SafeGuard Enterprise Sophos Encryption 1
SafeGuard Enterprise SSL Must be configured according to the system configuration.
In most cases it should not be required to set this value to something other than 1 unless serious performance issues are encountered. Detailed information can be found via Microsoft.
SafeGuard WebHelp Desk Sophos Encryption 1
SafeGuard WebHelp Desk SSL 1

If you need more information or guidance, then please contact technical support.

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