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Sophos Status Window

Seb John

Hi,

I recently had a "false positive" flag as malware. My Sophos IT manager stopped this by putting in an exception to the file globally. This stoped the "false positive" being flagged. However, I now still have "Threat detected" in the status window of my local program. How do I get rid of this message - which is now no longer applicable?

Many thanks,

 

Seb



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  • 0

    Hi,

    I assume it's listed in the Quarantine Manager but you have no action you can take on it?

    If you look under "Local Users and Groups" (lusrmgr.msc). Under "Groups" you should find one called "SophosAdministrator" is your account a member of this?  If not, can you add it and re-launch the client software?  Do you have actions available to you now?

    Regards,

    Jak

     

  • 0 in reply to jak

    Hi Jak,

     

    Struggling to find the Quarantine manager.....! It's not in my control panel on line. I've got to say this new cloud based program is far too complicated and very difficult to navigate. Why did Sophos get rid of the old program - which was easy to use?!

    All I want to do is get rid of the false positive message. Surely it shouldn't be necessary to re-launch the program to perform such a simple task?

    I have tried to contact the Sophos help team - but they don't seem to want to answer my calls.

    Not satisfied with Sophos at the moment!

    regards,


    Seb

  • 0 in reply to Seb John

    Hi,

    Can you attach or reference a screenshot of what you see that covers this statement?

    "Threat detected" in the status window of my local program.

    Thanks,

    Jak

  • 0 in reply to jak

    This is the status window

    And here is the detail:

    The false positive file is the Splashtop Streamer program that my IT guy uses to access my machine remotely. The only way he could stop the false positive was to put an exception in the exception list in the cloud control panel.

    Cheers,

    Seb

  • 0 in reply to Seb John

    Incidentally,

    My IT and Sophos Agent has tried in vain to contact support to help solve this problem. He waited 40 minutes on hold before giving up. This NOT the level of service that I had come to expect from one of the top anti virus companies in the world.

    We are seriously considering asking for our money back and changing to one of Sophos's competitors.

    When Sophos sells a professional grade program, their back up should reflect this.

    Regards,

    Seb

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  • 0 in reply to Seb John

    Incidentally,

    My IT and Sophos Agent has tried in vain to contact support to help solve this problem. He waited 40 minutes on hold before giving up. This NOT the level of service that I had come to expect from one of the top anti virus companies in the world.

    We are seriously considering asking for our money back and changing to one of Sophos's competitors.

    When Sophos sells a professional grade program, their back up should reflect this.

    Regards,

    Seb

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