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Having trouble with your Sophos Antivirus

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Q1: Please Choose Your Sophos Product:

Antivirus Scan Failed

Sometimes you may get an error in Sophos as "Virus Scan Failed: File Encrypted." The error can be defined by two meanings. First, Sophos is unable to scan encrypted or password-protected files. Second, other software cannot scan encrypted or password-protected files. Sometimes your Sophos software may encounter scan failures. Many times some conflicting software may also interfere.


  • Some existing software may be interfering 
  • Incorrect installation of Sophos software 
  • Outdated or corrupted virus definitions
  • Malware interference

Solution 1: Update Sophos software 

This is the first step in troubleshooting the scan failed issue. You must install the latest version of Sophos software. To do this, visit Sophos's official website and move to the Downloads section and get the latest Sophos version. Then, install it on your system to fix the scan failed issue.

Solution 2: Check for conflicting programs

Sometimes, the existing running program or software may interfere with your current software. Hence, avoid keeping multiple programs on your PC; it will eventually interfere with your Sophos software. So, it's better to uninstall those.

Solution 3: Check the scan settings

In your Sophos software, check for the scan settings. This is to confirm that the settings are configured correctly.

  1. To do this, launch your Sophos antivirus and go to its Scan settings. 
  2. Then, take a review of all the settings and see whether they are according to your requirements or not.

Solution 4: Check for system resources

Sometimes insufficient system resources may prevent your antivirus from scanning. Hence, check whether your computer device meets the system requirements to run Sophos properly. For instance, RAM, CPU, and disk space are considerable while installing software.

Solution 5: Reinstall Sophos software

If nothing works out for you, consider reinstalling the Sophos software. It may fix your issue.

  1. To do this, go to the Control Panel.
  2. Then, select Programs / Programs and Features. Now, find the Sophos software in the list of installed programs. 
  3. After that, right-click the program option and select an option to repair/reinstall Sophos software. 
  4. At last, follow all the on-screen directions.
Antivirus Support

Frequently Asked Questions (FAQ's)

If Sophos is unable to scan, check whether the real-time scanning is turned on in the server policy applied to the Security VM. Then, move to the Servers page in Sophos Central and locate the Security VM and tap on it to get the details.

To resolve the Sophos errors:
  1. Open Services on your Windows. 
  2. If you notice an Antivirus and HIPS: service failure error, right-click on the Sophos antivirus and tap Restart. 
  3. If you notice a Firewall: service failure error message, right-click on the Sophos Client Firewall Manager and tap to Restart.

Yes, Sophos products on your computer are updated automatically. An Update Management policy allows you to control the day and time when the updates will be available on your network.

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