Solution

The Sophos Antivirus app will prevent the Open and Edit function from working properly. If you have Sophos Antivirus software installed on your computer and wish to use the Open and Edit feature, you will need to list ShareFile as an exception. ShareFile recommends adding C:UsersUSERNAMEAppDataLocalShareFile to your exclusion list. Click here for more information on excluding items from Sophos scanning.

Additional Resources

• CTX207796 - How to Install and Use the ShareFile Desktop App for Windows
• CTX234469 - How to Upload Files Using ShareFile Desktop App for Windows
• CTX234470 - How to Download Files Using ShareFile Desktop App for Windows
• CTX234471 - Download and Upload Behavior with ShareFile Desktop During Network Interruption
• CTX234472 - How to Preview Files Using ShareFile Desktop App for Windows
• CTX234473 - How to View Progress of Uploads and Downloads Using ShareFile Desktop App for Windows
• CTX234474 - How to Request Files Using ShareFile Desktop App for Windows
• CTX234478 - How to Manage Files Using ShareFile Desktop App for Windows
• CTX234476 - How to Add Files or Folders to Favourites Using ShareFile Desktop App for Windows
• CTX234479 - How to Move Files and Folders Using ShareFile Desktop App for Windows
• CTX234483 - How to Create Folders Using ShareFile Desktop App for Windows
• CTX234482 - How to Manage Folders Using ShareFile Desktop App for Windows
• CTX234513 - How to Change Folder Permissions/Add User to Folder on ShareFile Desktop App for Windows
• CTX234514 - How to Configure Files and Folders to be Available Offline on ShareFile Desktop App for Windows
• CTX234515 - How to View Previous Versions of Files on ShareFile Desktop App for Windows
• CTX234566 - How to Open and Edit Microsoft Office Files on ShareFile Desktop App for Windows
• CTX234567 - How to Open and Edit PDF Files on ShareFile Desktop App for Windows
• CTX234569 - How to Check In/Check Out Files on ShareFile Desktop App for Windows
• CTX234571 - How to Access SharePoint and Network Shares on ShareFile Desktop App for Windows
• CTX234572 - How to Access Personal Cloud Connectors on ShareFile Desktop App for Windows
• CTX234573 - How to Use Start Menu Shortcuts on ShareFile Desktop App for Windows
• CTX234575 - How to Upload an Outlook Attachment on ShareFile Desktop App for Windows
• CTX234576 - How to Search Files on ShareFile Desktop App for Windows
• CTX234579 - How to Access the Settings Menu on ShareFile Desktop App for Windows

What To Do

Making a disk image

Sophos Citrix Upm

Note: Paths and locations listed here may vary slightly according to which version of Windows you are running, e.g. Windows Vista. Also they may vary depending on what the system drive on the template computer is, and whether Sophos Anti-Virus was installed to the default location.

1. Install Sophos Anti-Virus on the template computer (the computer from which you are going to take the image). You can perform the installation from Enterprise Console or by running setup.exe from the Central Installation Directory. For more information on how to install Sophos Anti-Virus, refer to the Sophos Anti-Virus Startup guide. Make sure post-installation reboots (if any) are performed already on the template computer.
2. Choose at what point you want to configure Sophos Anti-Virus and AutoUpdate. You can perform the configuration now, on the template computer. This means that the configuration you set will be conferred on all the computers that are imaged from it. Alternatively, you can perform configuration after the image has been put on the computers and they have been joined to the network, at which stage they will appear in Enterprise Console. If you want to configure the template computer now, do one of the following:
   • use Enterprise Console to apply a policy to the template computer
   • configure Sophos Anti-Virus locally on the template computer.

   For more information on how to perform these configurations, refer to the Sophos Anti-Virus Startup guide and the Enterprise Console User manual.

3. On the template computer, stop the following services (if they are present):
   • Sophos Message Router
   • Sophos Agent
   • Sophos AutoUpdate Service
   • Sophos Web Intelligence Agent
4. Read the warning about editing the registry.
5. On the template computer, in turn, open each of the following registry keys (if they are present):
   • [HKEY_LOCAL_MACHINESoftware[Wow6432Node]SophosMessaging SystemRouterPrivate]
   • [HKEY_LOCAL_MACHINESoftware[Wow6432Node]SophosRemote Management SystemManagementAgentPrivate]

   and, in each key, delete the following two entries

   • pkc
   • pkp

   Note: These keys must not be removed from a server running Enterprise Console. However, these keys can be removed from a workstation running the remote Console.

6. Delete the file machine_ID.txt, if it exists. This file may be present in both the following locations:
   • Versions of Windows prior to Windows Vista: C:Program FilesSophosAutoUpdate OR C:Program
     FilesSophosAutoUpdatedata
   • Windows Vista and later: C:ProgramDataSophosAutoUpdate OR C:ProgramDataSophosAutoUpdatedata
7. If you are going to use Web Control then the following registry key should be deleted:
   • [HKEY_LOCAL_MACHINESOFTWARE[Wow6432Node]SophosWeb IntelligenceWeb ControlEndpointId]
8. If the Sophos Patch Agent is installed:
   1. Stop the Sophos Patch Agent service.
   2. From the folder C:Program FilesSophosSophos Patch Agent remove “ps*.dat”
   3. From the registry HKEY_LOCAL_MACHINESOFTWARESophosSophos Patch Agent” remove the values for “PatchAgentId”, “PolicyRevId”, “RuntimeCache”
9. Make the image of your template computer, using your usual imaging software. Then place the image on the target computers as required. On virtual systems, use your usual procedure for cloning virtual machines.
10. If the target computer does not require any further preparation before it can start with a new computer name, no further action is necessary.
    Conversely, if creating the image involves further preparation, including possibly one or more reboots, for example when using Microsoft Sysprep tool, make sure the services mentioned in the step 3 above (Sophos Message Router, Sophos Agent, Sophos AutoUpdate Service) are kept stopped until the machine changes its name. This can be achieved, for example, by:
    • Disabling those services on the template computer,
    • Re-enabling and starting those services after the imaging has been performed, on both the template computer and on all of the target computers. For example, look for the capabilities of your imaging software to run a custom script at the end of the imaging process, and schedule a script which will re-enable and start the services on the target computers at that point.
11. When you have put the image on to a computer and joined it to the network, it will automatically appear in the Enterprise Console listed by its new name. Even if the target computer appears in the “Unassigned” group, it will keep the configuration identical to the one of the template computer.
12. If necessary, and if you did not configure Sophos Anti-Virus on the template computer (see step 2 above), when the newly imaged computers appear in Enterprise Console, you can put them into groups and configure them centrally.

Changed SID values and Sophos Anti-Virus

Sophos Citrix Exclusions

You could encounter errors in Enterprise Console, or on an individual computer, when using a disk image containing Sophos Anti-Virus for Windows 2000+, if you changed the security identifier (SID) value during the imaging process.

Sophos Citrix App Layering

For more information on how to resolve this problem, refer to the related knowledgebase article: Sophos Endpoint Security or Sophos Anti-Virus: local user interface becomes inaccessible.