Applies to: Sophos Home Premium and Free (Mac) Why did I receive a Manual Threat Cleanup Required message? This message usually appears when Sophos Home detects a PUA, or when a file is contained inside a backup volume, external or disconnected drive, or inside a location Sophos Home does not have access to delete. These detections are […]
Overview There are several reasons why a sample should be submitted to Sophos. Use instructions on this page in the following situations: A strange behavior on the computer was experienced and a suspicious file that may be malware was found Another anti-virus product was used that reports the file was infected and you’d like to […]
You try to sign to https://my.sophos.com but you encounter the message: The email address or password you entered is incorrect or the account does not exist Solution Before proceeding, ensure you are entering the correct e-mail address, and that said address has been verified: Email address confirmation Option 1 – Reset your Password Click on the Forgot password? link Enter […]
You have created a Sophos Home account but when trying to log in, you receive the following message: Your email address has not been confirmed. Please click the link in the email we sent. Click here to resend it” This article describes the steps to resend a confirmation email for Sophos Home when it is not received at the time […]
This article applies to Sophos Home account holders experiencing a scenario in which their Sophos Home installation shows as Trial or Free, instead of Premium, or they are prompted to create an account on their Sophos Home dashboard. Why did this happen ? 1 – Sophos Home trial was downloaded from the Sophos Home website, […]
You receive the following error message when installing “Unable to Proceed. Sophos Home cannot be installed as this computer is not running a supported operating system.” Cause This message is received when trying to install Sophos Home on an unsupported operating system. Solution To resolve the issue, upgrade your operating system and make sure your […]
Applies to: Sophos Home for Windows Step one: Check your internet connection Step two: Perform basic network and Windows troubleshooting Step three: Reboot your computer and trigger a Sophos Home update Step four: Contact your Internet service provider Step five: Reinstall Sophos Home Upon installing, you receive a message stating “Sophos Home Installer – Installation […]
Applies to: Sophos Home for Windows You receive a message during installation stating “Sophos Home cannot be installed until your computer is restarted” Cause This error usually appears due to a pending reboot flag in the Windows Registry. Typically, a reboot should clear the error. It may also be caused by leftovers from previous installations. or […]
Applies to: Sophos Home for Windows You received an error message at the end of installation stating “Installation Unsuccessful, Sophos Home could not be installed” This article describes what to do when you encounter this Installation Unsuccessful error. Cause This installation error is generic and requires further investigation to obtain the underlying cause. Solution There […]
Applies to: Sophos Home for Windows You have removed all previously installed Sophos software from your computer, but you receive this error during installation: Installation Unsuccessful – Sophos Home could not be installed because Sophos products have already been installed on this computer. Cause This issue is caused by a stopped Windows Security Center service. […]