Device Control - Phone not detected

Hello LeeMill,

use the Support query form and from the I want to submit a drop-down select Device control request. To speed up things I quote the reply I've received from Support on such a request (please see the Notes). It's up to you whether you want to do this on spec or wait for Support to reply first.

What To Do 
 1) From the Windows services list stop the Sophos Anti-Virus and Sophos Device Control services (Start | Run | services.msc). 
 2) Open the registry editor (Start | Run | regedit.exe). 
 3) Browse to: HKLM\System\CurrentControlSet\Services\SAVOnAccessControl (** Note 1)
 4) Add a new DWORD value within this key with the following data:
     Name: LogFlags
     Value: 000000FF 
 5) Browse to: HKLM\Software\Sophos\SAVService\Application (** Note 2)
 6) Add DWORD value within this key with the following data:
     Name: Debug
     Value: 1 
 7) Open the following file with Notepad.exe:
    %ProgramData%\Sophos\Sophos Anti-Virus\Config\factory.xml 
 8) Find the following line:
     <item itemName="DeviceControl">60</item> 
 9) Directly below this line add:
     <item itemName="Debug">0</item> 
10) Save and close the file. 
11) Start the Sophos Anti-Virus and Sophos Device Control services that were stopped in step two. 
12) Check the following log to ensure it contains lines that have Debug: after the time stamp:
      %ProgramData% \Sophos\Sophos Device Control\logs\DeviceControl.txt 
13) Recreate the issue.
WARNING: This level of logging should only be used for debugging purposes and should not be left enabled, as it will greatly increase the size of the log files 
14) Run the Sophos Diagnostic Utility (SDU) on the computer and forward the output file. (** Note 3)
15) The additional logging should now be removed. To do so:
      Remove the registry entries add in steps four and six. 
NOTE: It is not necessary to remove the extra line added to the factory.xml file in steps seven to ten. 
  
 NOTES: 
  
On-access driver logging will be directed to the local log file:
 %ProgramData% \Sophos\Sophos Antivirus\logs\sav.txt. 
Device control service logging will be directed to the local log file:
 %ProgramData% \Sophos\Sophos Device Control\logs\DeviceControl.txt 
 

** Note 1: On my Win7 the key is named SAVOnAccess . Can't say if this is Win7 vs. XP or 64bit vs. 32bit, anyway it is either the one or the other.

** Note 2: On a 64bit system the path is: HKLM\Software\Wow6432Node\Sophos\SAVService\Application

** Note 3: The SDU can be found here - please always check for the latest version. Once you have received the automated reply with the case id you can send the logs from within the SDU.

As you have apparently several devices with a similar behaviour it's probably better to do it for one device first and wait what Support has to say.

Christian

Hi Lee

Can you confirm what make and model the phone is ?

Hi, 

Does this post help?

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Regards,

Jak