With Sophos Anti-Virus for Windows, versions 4.5, 5.0 and above, on Windows NT/2000/XP/2003 and Windows 95/98/Me computers, the following error message may be displayed:
The requested component ICManager is in a failure state. The component will not be returned
This error message indicates that, when the service started up, the ICManager component (which manages the on-access scanner) encountered an error during configuration. Reasons for this include ICManager being unable to load another component, because that component too was in a 'failure state'.
ICManager failure errors are often more obvious than the failure of other components, so even if another component has failed, it is often the ICManager error that is seen. The reason for this is that both the Sophos Agent and ALMon.exe access ICManager frequently. If access fails, the above error will be logged.
What to do
1. Check for error messages
To find the 'original' error, you need to look in the Application Log in the Event Viewer. Errors during service startup are logged to the Event log, because other types of logging are not available at this point. Usually a problem at startup will generate a series of error messages, because the failure of one component leads to the failure of dependent components. You must find the first error generated after the failure of service startup.
2. Error "Failed to configure SystemInformation"
If the original startup error refers to the 'SystemInformation' component (e.g. "Failed to configure SystemInformation"), it is likely that this is caused by failure to initialize SAV Interface (SAVI). This usually happens because the permissions on the registry entry HKLM\Software\Sophos\SweepNT, or one of its parents, are incorrect. Do as follows:
- First, uninstall and reinstall Sophos Anti-Virus.
This often resolves the issue.
If problems persist, set the permissions on the SAVI registry entry to Full Access for 'Everyone':
If the above does not work:
- Uninstall all Sophos products.
- In the registry editor, manually delete the 'HKLM\Software\Sophos' entry.
- Then reinstall your Sophos products.
3. Other error messages
If the original startup error relates to a component other than SystemInformation, then the issue needs further investigation.
First, check to see if the 'original' startup error is mentioned elsewhere on the Sophos knowledgebase, and follow the instructions for solving that problem.
If you cannot find any useful information in the knowledgebase, contact support with the following information:
- The original error code.
- The Application Log.
- The operating system and patch level of the computer involved.
- The computer log file (SAV.txt).