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Game client suddenly becomes incompatible with Sophos

andrew33323

Hello, I have a free version of Sophos for windows (i use windows 7) provided by my university (it is required to have in order to access the internet). I've had an online game on the computer for a while as well, and the two programs have never had problems running together. Suddenly, however, Sophos detected the application as malware and moved it to quarantine. I am certain that the file is not malware, however, i can not figure out how to allow the program to run again. Please help me? The game that I am trying to run is called Mabinogi, by the company Nexon

:27723


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  • 0

    HI,

    What was it detected as?

    What file was detected and what was the path?

    "C:\ProgramData\Sophos\Sophos Anti-Virus\logs\SAV.txt" can answer these questions.

    Regards,

    Jak

    :27725
  • 0

    Thanks for the reply Jak. Here is what the log said

    20120805 050515 Using detection data version 4.79G (detection engine 3.33.2). This version can detect 3764398 items.
    20120805 050515 User (NT AUTHORITY\LOCAL SERVICE) has started on-access scanning for this machine.
    20120805 050521 The automatic sending of file data for Sophos Live Protection is enabled.
    20120805 154929 Using detection data version 4.79G (detection engine 3.33.2). This version can detect 3764398 items.
    20120805 154929 User (NT AUTHORITY\LOCAL SERVICE) has started on-access scanning for this machine.
    20120805 183026 User (NT AUTHORITY\SYSTEM) has stopped on-access scanning for this machine.
    20120805 183027 Using detection data version 4.79G (detection engine 3.33.2). This version can detect 3764410 items.
    20120805 183027 User (NT AUTHORITY\SYSTEM) has started on-access scanning for this machine.
    20120805 185337 Virus/spyware 'Mal/Generic-S' has been detected in "C:\Nexon\Mabinogi\Mabinogi.exe\FILE:0000". Cleanup unavailable.
    20120805 185337 On-access scanner has denied access to location "C:\Nexon\Mabinogi\Mabinogi.exe" for user AndrewChang\Andrew

    :27727
  • 0

    Hi,

    Just to be safe, I would suggest sending the file:

    C:\Nexon\Mabinogi\Mabinogi.exe

    into Sophos Labs via:

    https://secure2.sophos.com/en-us/support/contact-support/sample-submission.aspx

    You can mention that it was detected as Mal/Generic-S.  They will analyse it and then either update the detection data not to detect the file if it turns out to be clean or advise you on what to do.

    Seeing as it's a generic detection and you've been using the software for a while it's likely to be ok but without the Labs confirming that it's not worth the risk.

    Regards,

    Jak

    :27729
  • 0

    I have tried to send a sample to the lab already, but when I try to attatch the file i receive an error message saying "You don't have permissions to open this file". This message has not come up prior to Sophos detecting the file as malware

    :27731
  • 0

    Hello andrew33323,

    no wonder you can't upload it as it is of course blocked when the browser tries to access it. One way to deal with this is following the instructions in Collecting samples blocked by on-access scanning.

    Christian

    :27735
  • 0

    HI,

    It's probably Sophos blocking the file from being accessed by the browser.

    Maybe the easiest thing to do is just stop the savservice for a moment while you upload it. 

    Start - Run - type "Services.msc", locate the "Sophos Anti-Virus" Service and stop it.  Upload the file and then start the service again.

    This is 99.9% safe if that's the only thing that you have detected on the computer.

    Regards,

    Jak

    :27737