3. Known Issues

3.1. Automatic update fails on Windows 2000/XP/2003/Vista systems

Problem: When a major update is released by Sophos which causes the product to re-install, this update might fail to apply.

Cause: There can be a variety of causes but this is most likely to occur because of changes to registry key permissions. Some programs alter the default registry permissions to ensure a successful installation. The common method is to replace the default windows permissions on HKLM and/or HKCR with a single entry: the Everyone group with full control. Sophos requires the Administrators group to have full control of both of these keys. Problems with HKCR are rare; problems with HKLM are more common.
 Everyone group will full control of registry

Resolution: The latest versions of the personal and university installers will correct any permissions problems on HKLM, so reinstalling using the appropriate installer will normally correct the problem. If you are using Enterprise Console, or the problem is with HKCR, you will need to correct the problem manually or via a script. Run regedit, in turn, right-click the HKLM and HKCR hives and check the permissions. For each of these keys there must be an explicit entry for the Administrators group with permissions of Full Control. Reinstate any missing entries.

3.2. Installation fails because of insufficient permissions on registry keys

Problem: In a similar fashion to the above scenario of Sophos failing to update, Sophos will also fail to install if the HKLM and HKCR hives do not have full rights assigned to the Administrators group. Sophos can fail to install at various stages depending on exactly where the permissions fault lies. It can fail almost immediately, or appear to install successfully but fail to produce the blue shield in the System Tray.

Cause: Some programs alter the default registry permissions to ensure a successful installation. The common method is to replace the default windows permissions on HKLM and/or HKCR with a single entry: the Everyone group with full control. Sophos requires that the Administrators group has full control of both of these keys. Problems with HKCR are rare; problems with HKLM are more common.

Resolution: The latest versions of the personal and university installers will correct any permissions problems on HKLM, so reinstalling using the appropriate installer will normally correct the problem. If you are using Enterprise Console, or the problem is with HKCR, you will need to correct the problem manually or via a script. Run regedit, in turn, right-click the HKLM and HKCR hives and check the permissions. For each of these keys there must be an explicit entry for the Administrators group with permissions of Full Control. Reinstate any missing entries.

3.3. Installation or automatic update fails because another antivirus product is detected

Problem: Over the last few months we've seen a number of users who cannot install the v7 client due to the presence of another antivirus product on the system. The same problem may also be seen when Sophos tries to update automatically to a new major version (e.g. v6 to v7). The symptoms for a failed installation are as follows.

  • Sophos appears to install fine from the Installer, but the shield is grey with a red cross.
  • C:\Windows\temp contains the file Sophos Anti-Virus Competitor List.txt.
  • The C:\Program Files\Sophos folder only contains the folder AutoUpdate.

For cases where an update fails, the shield will generally be blue but with a red cross, and C:\Windows\temp contains the file Sophos Anti-Virus Competitor List.txt.

Cause: Sophos will not install or update to a new major version if a competitor antivirus product is installed. Sophos will also fail to install completely if residue from a previous antivirus product is detected on the system.

Resolution:
  • Ensure any previous antivirus products are uninstalled. If no other antivirus products appear to be present, the file Sophos Anti-Virus Competitor List.txt will detail any remaining registry keys which have been left which still need to be cleared before Sophos will install.
  • Reboot.
  • Run the Sophos installer once again.

3.4. Cannot create scheduled scans

Problem: Users cannot create scheduled scans, and see an error message referring to the use of an incorrect password, or one does not conform to policy, as shown below.
Error displayed when configuring a scan for a user without a
								password

Cause: The Sophos client uses the Windows Scheduler service when configuring scheduled scans. By design the Scheduler service does not allow blank passwords irrespective of the local password policy.

Workaround: Users must set a non-null password in order to configure a scheduled scan.

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