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Is any one else seing this alert - Shh/Updater-B False positives

leftout

Virus/spyware 'Shh/Updater-B' has been detected in "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_update.exe". Cleanup unavailable. This is trickling in as alerts but at an alarming rate.

:29723


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    Nathan wrote:
    Alphateam wrote:

    I cannot get through to tech support. I have gotten hung up on MANY times. When I add my name to be called back, the calls never come. I have been trying since 8am today to talk to someone in support.

    Can I just create a new Sophos server and push out the current client? Will the new client and settings replace any of the clients that are broken?

    First, I apologize for the difficulty you are having reaching support. I can assure you that nobody is being intentionally hung up on, however our phone system is under incredible load right now and has dropped a few unfortunate callers. Please try again if answers to your questions aren't easily found in the articles that have been released to assist with this issue.

    Creating a new Sophos server and reprotecting is going to be more work then remediating your current environment. Further, reprotecting endpoints will likely fail if you are still getting false positives as the new files pushed to the endpoints will be deleted again. Please work through the steps in Advisory KBA and if you hit a snag, post back here and I or someone else may be able to provide you an answer to get you going again.

    I know it isn't intentional, but frustrating none the less. I've been trying to get this worked out since I first got in Thursday morning. I have went through all the steps on the knowledge base I could, but some of the scenarios do not fit my situation, hence the calls to tech support. The update manager says its updating, but I'm not getting the javab-jd.ide. I ran the VBS script and it bombed out halfway through. Without any further help from Sophos, the only option I could come up with was a compelte rebuild. 

    :32383
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  • 0
    Nathan wrote:
    Alphateam wrote:

    I cannot get through to tech support. I have gotten hung up on MANY times. When I add my name to be called back, the calls never come. I have been trying since 8am today to talk to someone in support.

    Can I just create a new Sophos server and push out the current client? Will the new client and settings replace any of the clients that are broken?

    First, I apologize for the difficulty you are having reaching support. I can assure you that nobody is being intentionally hung up on, however our phone system is under incredible load right now and has dropped a few unfortunate callers. Please try again if answers to your questions aren't easily found in the articles that have been released to assist with this issue.

    Creating a new Sophos server and reprotecting is going to be more work then remediating your current environment. Further, reprotecting endpoints will likely fail if you are still getting false positives as the new files pushed to the endpoints will be deleted again. Please work through the steps in Advisory KBA and if you hit a snag, post back here and I or someone else may be able to provide you an answer to get you going again.

    I know it isn't intentional, but frustrating none the less. I've been trying to get this worked out since I first got in Thursday morning. I have went through all the steps on the knowledge base I could, but some of the scenarios do not fit my situation, hence the calls to tech support. The update manager says its updating, but I'm not getting the javab-jd.ide. I ran the VBS script and it bombed out halfway through. Without any further help from Sophos, the only option I could come up with was a compelte rebuild. 

    :32383
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