This article answers the frequently asked questions on Sophos Clean. The following sections are covered:
Applies to the following Sophos products and versions Sophos Clean
Sophos Clean is supported on the following 32-bit and 64-bit operating systems:
Sophos Clean looks for browser cookies, files, registries, running processes, potentially unwanted applications (PUA), and traces of malware from previous removal attempt. It also looks for rootkits but a reboot is required to remove them.
Sophos Clean uniquely examines the whole system. It removes the malware and its traces such as other files and registry keys.
Sophos Endpoint is designed to run continuously, detecting and protecting against potential threats. Sophos Clean is an on-demand malware scanner that performs clean up after an incident.
No. Sophos Clean is a standalone tool.
Yes. Its executable file size is only 11MB. It can be pushed out using many remote software deployment tools and own set of command line parameters.
Sophos Clean can be used from the WinPE variants of the supported operating systems. Internet connection is required.
Sophos Clean log file is required for further investigation. This file provides information on why a file is detected. To get the Sophos Clean log file:
For licensed Sophos Clean, contact Sophos Support for further investigation of the false positive incident. For the free 30-day trial subscription, the support is through the Sophos Clean Community page.
Gather details about the missed detection like log file of a third-party software that detects it. If there is an issue with the Internet browser, follow the steps on how to reset them through the links below:
Windows gives this error message when Sophos Clean crashes. This is usually caused by the way that the Sophos Clean accesses the hard drive. To change the disk access, launch Sophos Clean then go to Settings > Advanced tab and change the disk access mode to Compatible Disk Access.
No. Sophos Clean requires an Internet connection for full functionality.
Launch Sophos Clean then go to Settings > Scan tab > enable Run a scheduled scan on my computer (recommended) and change the settings to your preference. A manual scan needs to run first before setting up a scheduled scan.
It is recommended to run a scan at least once a day so that the threat does not stay longer than 24 hours, if the computer gets infected.
The Delete failed error message is most likely caused by browser cookies that cannot be removed. This happens when the browser is open. Close all browsers and run Sophos Clean again.
Sophos Clean checks updates on the Sophos cloud systems for new software version every time it is used. The new version is downloaded then exits the current one. Afterwards, the updated version is launched. If automatic update fails, remove the old Sophos Clean from the computer. Replace it with the updated version from the Sophos website.
If you've spotted an error or would like to provide feedback on this article, please use the section below to rate and comment on the article. This is invaluable to us to ensure that we continually strive to give our customers the best information possible.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.