Sophos Puremessage Stops Update and scanning

See – http://www.sophos.com/it-it/support/knowledgebase/119717.aspx

 

PureMessage for Microsoft Exchange

  1. Stop the following service:
    • Sophos PureMessage Scanner
  2. ​Set the start-up type to ‘disabled’ for the following service:
    • Sophos PureMessage Scanner
  3. Delete the following file of Sophos Anti-Virus:
    • 32-bit: C:\Program Files\Sophos\Sophos Anti-Virus\savsync.upd
    • 64-bit: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\savsync.upd
  4. Delete the following file of Sophos AutoUpdate:
    • Vista\7\2008\2012: ‘C:\ProgramData\Sophos\AutoUpdate\data\status\status.xml’
    • 2003/XP:  ‘C:\Program files\Sophos\AutoUpdate\data\status\status.xml’
  5. Perform an “Update now” – to do so right click on the Sophos shield icon in the notification tray and choose ‘Update now’.
  6. Once the update has finished, check the Sophos Anti-Virus service has started.
  7. Perform a subsequent ‘Update now’ as above to confirm.
  8. ​Set the start-up type to ‘automatic’ for the following service:
    • Sophos PureMessage Scanner
  9. Start the following service:
    • Sophos PureMessage Scanner

Sophos For Microsoft SharePoint

  1. Stop the following service:
    • Sophos for Microsoft SharePoint Scanner
  2. ​Set the start-up type to ‘disabled’ for the following service:
    • Sophos for Microsoft SharePoint Scanner
  3. Delete the following file of Sophos Anti-Virus:
    • 32-bit: C:\Program Files\Sophos\Sophos Anti-Virus\savsync.upd
    • 64-bit: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\savsync.upd
  4. Delete the following file of Sophos AutoUpdate:
    • Vista\7\2008\2012: ‘C:\ProgramData\Sophos\AutoUpdate\data\status\status.xml’
    • 2003/XP:  ‘C:\Program files\Sophos\AutoUpdate\data\status\status.xml’
  5. Perform an “Update now” – to do so right click on the Sophos shield icon in the notification tray and choose ‘Update now’.
  6. Once the update has finished, check the Sophos Anti-Virus service has started.
  7. Perform a subsequent ‘Update now’ as above to confirm.
  8. ​Set the start-up type to ‘automatic’ for the following service:
    • Sophos for Microsoft SharePoint Scanner
  9. Start the following service:
    • Sophos for Microsoft SharePoint Scanner

If the above steps fail to correct the issue, we recommend that you uninstall and then re-install just the Sophos Anti-Virus component. To do so:

  1. Uninstall just the ‘Sophos Anti-Virus’ product from ‘Add or Remove Programs’ or ‘Programs and Features’.
    Tip: Start | Run type: appwiz.cpl then press ‘Enter’.
  2. After the uninstall reboot if requested.
  3. Delete the file status.xml:
    • Vista\7\2008\2012: ‘C:\ProgramData\Sophos\AutoUpdate\data\status\status.xml’
    • 2003/XP: ‘C:\Program files\Sophos\AutoUpdate\data\status\status.xml’
  4. ​Perform an “Update now” – to do so right click on the Sophos shield icon in the notification tray and choose ‘Update now’.