"502 Bad Gateway" Error for GlobalSearch Extensions environments using Sophos AV

Issue Summary

Users may encounter a "502 - Bad Gateway" error when attempting to load the GlobalSearch Extensions (GSE) website or Unable to get extensions list: The ‘hr’ start tag on line 5… (when using the older LAN client with GlobalSearch Extensions functionality).

Root Cause

A recent update to Sophos Antivirus interferes with the GSE local web server, resulting in the 502 error.

Symptoms

• The GSE website fails to load.

• The browser displays a "502 Bad Gateway" or "Connection Refused" message.

• The LAN client displays Unable to get extensions list: The ‘hr’ start tag on line 5…

• Sophos AV is installed and active on the local workstation.

Resolution & Workaround

1. Immediate Fix (Pre-May 2026)

If you are experiencing this issue now and cannot wait for the May rollout, you must request a special software package from Sophos Support.

Action Required:

1. Contact Sophos Technical Support.

2. Request the specific software package: FTS 2025.2.3.43.2-SPECIAL-66547.

3. This package contains the specific code change required to resolve the GSE conflict.

2. Official Sophos Update (Coming May 2026)

Sophos is releasing a permanent fix in Core Agent version 2026.1.

• Release Date: Rolling out starting early May 2026.