Sophos Anti-Virus: Sophos AutoUpdate shield missing
Issue
The Sophos Anti-Virus icon in the lower right hand corner of screen has disappeared. Sophos Anti-Virus appears active, but on the 'Configure' tab, under the 'Updating' header, the 'Update options' link is grayed-out and you cannot click on it.
Sophos product and version
Sophos Anti-Virus for Windows 2000+
What to do
1. If this is a managed network installation of Sophos Anti-Virus:
confirm any errors for the client computer as listed in the Enterprise Console. If necessary, reinstall Sophos Anti-Virus onto the client computer from the console.
2. If this is a standalone client computer:
continue troubleshooting as below.
- Go to Add/Remove programs and confirm that Sophos AutoUpdate is listed (separately from Sophos Anti-Virus).
- If Sophos AutoUpdate is not present, it must be reinstalled (follow instructions below, 'Sophos AutoUpdate is not present').
- If it is present, check the following:
- Try to start it as follows: Start|Programs|Startup|AutoUpdate Monitor
- The shield should now load. Confirm update can be launched by double-clicking.
Sophos AutoUpdate is not present:
- Look for the directory 'C:\Program Files\Sophos\AutoUpdate\'. If present, run the following installer in 'repair' mode (right-click MSI for option) from this location:
C:\Program Files\Sophos\AutoUpdate\Cache\sau\Sophos AutoUpdate.MSI - If it reports program as not installed, double-click to run the install of Sophos AutoUpdate (SAU).
It may prompt for a reboot. If so, the shield should load on startup. 'Confirm update' can be launched by double-clicking. - If the directory containing the installer was absent, and Sophos AutoUpdate is not present in Add/Remove programs, the Sophos Anti-Virus program should itself be removed (using Add/Remove programs) and reinstalled from a fresh download from Sophos.
If you need more information or guidance, then please contact technical support.
- Article ID: 37806
- Created: 28 Apr 2008
- Last updated: 24 Oct 2008
