Cleanup fails when using the Sophos Virus Removal Tool

  • Article ID: 117289
  • Rating:
  • 2 customers rated this article 1.5 out of 6
  • Updated: 12 Jun 2015

Issue

The Sophos Virus Removal Tool (SVRT) has found malware but is unable to clean it up.

First seen in

Sophos Virus Removal Tool

Operating systems
Windows

Cause

Various.

What To Do

Note: The SVRT is a free tool and therefore support is only through our online community.

It is recommended you post your issue to the community.  In order to provide the best reply you should include in your first post an extract of of the scan log, or attach the full scan log.  The information you need to provide should show what malware name is recorded in the log and the full file path and name.  The scan log is located in the following path:

  • Vista and above: C:\ProgramData\Sophos\Sophos Virus Removal Tool\Logs\SophosVirusRemovalTool.log
  • 2000/XP/2003: C:\Documents and Settings\All Users\Application Data\Sophos\Sophos Virus Removal Tool\Logs\SophosVirusRemovalTool.log

Knowing where the file is located means you can take further action based on the reply received.  For example the reply may suggest you submit the file(s) to SophosLabs as a sample for further analysis and/or improvement in cleanup.  Or, due to the location you may need to delete the file manually and rescan the computer.  If the malware is running in memory the SBAV tool may be suggested.

 
If you need more information or guidance, then please contact technical support.

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