Shh issues

Have you tried using the script from http://www.sophos.com/en-us/support/knowledgebase/118323.aspx on these remaining systems? If not, please give that a try.

Hi Nathan,

Thank you for quick response. I have tried the suggested resolution by downloading the script and running it in command prompt but it did not work,. It said the following after running the script

Version 1.4

Problem IDE is present.

IDE that fixes issue is NOT present.

Update did not receive newer IDEs.

SAV files missing

What should I do next? Let me know and I will try to get that done.

Many Thanks

Raju

Did you run that with the

cscript //nologo FixUpdate.vbs /fixIssues:true

command line as in the KBA?

I think that output indicates it was doing diagnostics only. 

Hi John,

Hi Nathan,

Thank you for quick response. I have tried the suggested resolution by downloading the script and running it in command prompt "cscript //nologo FixUpdate.vbs /fixIssues:true /cid:\\ega-mgmt1\SophosUpdate\CIDs\S000\SAVSCFXP /username:xxxx /password:xxxx"

It said the following after running the script

Version 1.4

Problem IDE is present.

IDE that fixes issue is present.

Update did not receive newer IDEs.

Stopping SAV service

Deleting Quarantine.xml file

SAV files missing

SAV Installation Successful

Starting SAV service

It tries to install Sophos again and but the sophos icon doesn't show up in the system tray. I have tried logging off and on and also restarted the computer but with no luck.

Any mor suggestions that I can try please.

Many Thanks

Raju

Hi Nathan,

Thank you for quick response. I have tried the suggested resolution by downloading the script and running it in command prompt "cscript //nologo FixUpdate.vbs /fixIssues:true /cid:\\ega-mgmt1\SophosUpdate\CIDs\S000\SAVSCFXP /username:xxxx /password:xxxx"

It said the following after running the script

Version 1.4

Problem IDE is present.

IDE that fixes issue is present.

Update did not receive newer IDEs.

Stopping SAV service

Deleting Quarantine.xml file

SAV files missing

SAV Installation Successful

Starting SAV service

It tries to install Sophos again and but the sophos icon doesn't show up in the system tray. I have tried logging off and on and also restarted the computer but with no luck.

Any mor suggestions that I can try please.

Many Thanks

Raju

Hi Raju, could you try browsing to the CID location that the system is updating from and confirming that the Javab-jd.ide is present in those folders. If this is present please copy it to:

32 Bit system: C:\Program Files\Sophos\Sophos Anti-Virus

64 bit system: C:\Program Files (x86)\Sophos\Sophos Anti-Virus

Then restart the SAV service on one of the affected endpoints, this should resolve the issue if your system was using quarantine for the SAV rule. If not please let me know and I will see if we can dig around a bit further,

Hi Jolt,

I have done as advised but I am still unable to see the sophos shield in the system tray. I have also checked one more post from varuna about having issues with uninstallation or reinstallation of sophos due to the shh issue and managed to install and update on one of the server which is now working fine. I have more than 100 clients which are experiencing the same issue and it is very hard for me to install and run the sophos diagnostic utility and then run microsoft fix it on all the computers. Is there an easier way to resolve this situation? I would also like to know if I reinstall Sophos how would I recover everything that was deleted due to the false positive alert? As I would not want to end up in a mess of computers having issues to run any software or applications if they have been deleted by this alert.

Please do let me know how should I deal with this situation or if you could provide me with list of instructions to get the applications deleted back to their original locations and then clearing the alerts related to shh and then updating the computers or reinstalling the sophos after running sdu and fixit from the SEC. I would be really grateful if you could help me with this.

Many Thanks

Regards

Raju

Morning Raju, I am not sure if we can resolve this via the forums, so I have forwarded the details of this thread onto support. Do you have a case ID already? If so please reply including this ID so I can have it escalated, if not support will raise a new case and will be getting hold of you to help with resolving this. 

Sorry i cannot give a timeframe for this as I do not have an overview of the backlog on the current support cases. 

Hi Jolt,

Unfortunately, I do not have a case reference number. If support team can advise me of how should I proceed next I will be really grateful.

Many Thanks

Regards

Raju

Please can you contact support as they will be willing to help assist with your query.

http://www.sophos.com/en-us/about-us/contact-us/united-kingdom.aspx

Cheers

Jon