Sophos enterprise console displays client errors.

Question

Have a couple of Win 7 Pro x64 SP1 desktops with Sophos endpoint protection displaying an error in the EC. The errors are as follows:

Virus/spyware ‘‘‘‘Mal/ExpJS-S’’’’ was not removed because of errors. [0xa0250026]

Registry key "HKLM\SOFTWARE\VGroup\SAHAgent" could not be removed.

The machines have the latest definition files and scan clean with Sophos. Nothing is in the Sophos quarantine. The registry key above does not exist in the registry. Scans with Malwarebytes Anti-Malwarealso are also clean.

The Sophos anti virus clients are version 10.3.7

The EC version is 5.21

Thoughts are appreciated.

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QC · Accepted Answer

Hello geegecko,

just a wild guess - the cleanup routines come in various flavours, all of them are rather thorough but some are more sophisticated than others. A detection identity might detect a threat which already got hold (and created/modified the key) or before it could make any modifications. In the latter case the cleanup routine might report an error if it can't find the key in question.
Just acknowledge the error.

Christian