The following table lists the error codes related to Sophos Live Protection and suggests ways of resolving them.
These errors are all seen in Enterprise Console.
|a0570002 ||The sending of file samples for Sophos Live Protection failed. ||Go to the endpoint and manually submit the sample using the form on Sophos.com. |
|a0570003 ||Failed to encrypt the file. The file has not been sent to Sophos. ||Please contact Sophos Technical Support to help resolve this error. |
|a0570004 ||Failed to load the public key. ||Please contact Sophos Technical Support to help resolve this error. |
|a0570005 ||The sending of customer file samples for Sophos Live Protection failed. [HTTP error code] and [checksum]. ||This error indicates that the endpoint computer can't access the network in order to send file samples to Sophos. Check the endpoint's connections. |
If the endpoint previously had a proxy set, but it is now disabled in Internet Explorer, clear the proxy name in Internet Explorer to resolve the issue.
If the proxy is not the issue, try restarting savservice.exe in Windows Services in order to resolve the issue.
On the endpoint, Live Protection errors take the format of:
The sending of file samples for Sophos online scanning failed.
File: [file name]
Troubleshoot the error as shown in the table above.