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Restricted access to sophos: how fix SHH-updater B False positive?

rain

I am using my mother's PC which she bought from her company several years ago, they also supplied the software. I am in another country and cannot bring the PC to the company.

I am affected by the SHH Updater problem:

The sophos symbol is crossed out

Next to the SHH updater there is a lot of junk in my quarantene, like trojans and conficker. I cannot take any actions on those due to localadmin rights only.

How can I fix the problem right here? I cannot disable online access and cannot download updates, because I do not have the product liscense.

Will it be fixed by itself?

I am not protected? Can I use online banking and skype?

Many Thanks!

Diana

:32531


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  • 0

    Without a valid product license your machine will not be able to update - however given that it is likely that you are affected by the recent issue implies that you do have a working username and password. 

    If you don't have rights to configure this machine - you will not be able to remediate this isse, either by applying the published fixes or be reinstallign the product.

    Can you confirm that you do not have rights to install software on this machine?

    :32535
  • 0

    Hi,

    I have local administrator rights to this computer, so I can install software updates. But I cannot change the configuration in sophos, with the exception of "configure->virus->right click scan".

    Thanks for replying so quickly,

    Diana

    :32537
  • 0
    rain wrote:

    Hi,

    I have local administrator rights to this computer, so I can install software updates. But I cannot change the configuration in sophos, with the exception of "configure->virus->right click scan".

    Thanks for replying so quickly,

    Diana

    Hi Diana,

    If no files have been deleted or moved and you just need to get the endpoint to update again, your easiest option is:
    1. Navigate to c:\program files\sophos\sophos anti-virus\ and delete the file agen-xuv.ide
    2. Open the services snap-in (Start > Run > services.msc) and restart the Sophos Anti-Virus service.

    3. Right click the Sophos shield in the system tray and select Update Now.

    Please post back if you hit any snags.

    :32541
  • 0

    Many thanks, Nathan, this worked :robothappy:

    If someone else follows this, Sophos was actually not on my system tray until I started it from c:\program files\sophos\sophos autoupdate\salmon.exe.

    :32617