Antivirus engine does not update

If your antivirus on IceWarp Server does not update automatically, follow the steps below to resolve it before you contact our Live Chat Support team.

An internet connection, proxy server or firewall typically causes updates to fail.

1. Check your license

The expired license disables Antivirus updates by default. You can extend your Antivirus license by clicking on the button Manage License that will redirect you to IceWarp Shop.

2. Check the service

Navigate to Services in the remote administration console and make sure the Antivirus service is running.

You can also check the service directly on the server.

> Linux

[root@rl8-img ~]# sudo systemctl status icewarp-sophos
● icewarp-sophos.service - IceWarp Sophos antivirus service
Loaded: loaded (/etc/systemd/system/icewarp-sophos.service; static; vendor preset: disabled)
Active: active (running) since Thu 2023-09-14 09:45:02 UTC; 3h 15min ago
Main PID: 1248613 (savdid)
Tasks: 31 (limit: 50679)
Memory: 345.1M
CGroup: /system.slice/icewarp-sophos.service
└─1248613 /opt/icewarp/sophos/savdid -c /opt/icewarp/config/sophos/savdid.conf

Sep 14 09:45:02 rl8-img systemd[1]: Started IceWarp Sophos antivirus service.
Sep 14 09:45:08 rl8-img bash[1248613]: SAV Dynamic Interface 2.6.0
Sep 14 09:45:08 rl8-img bash[1248613]: Copyright 2000-2017 Sophos Ltd. All rights reserved
Sep 14 09:45:08 rl8-img bash[1248613]: 230914:094508 00034407 Process starting
Sep 14 09:45:08 rl8-img bash[1248613]: PID: 1248613

> Windows

3. Check if you have Sophos enabled

You can spot it in the AntiVirus Tab in the remote administration console.

If you see in the Engine type anything other than SOPHOS, then you will need to check the API console and disable the wrong engine type. (You might need to enable SOPHOS as well).

Other engines are kept for old versions and have not been removed yet.

4. Check the firewall

Check if your firewall has open ports in the following article. It is recommended to check all ports in general.

If all of the above is fine, re-install the mail server from the latest version.

Download the latest version, delete the Sophos folder in the IceWarp root folder, and run the setup over the existing installation.

Click the Update Now button in IceWarp Administration Console – Antivirus to check the results.

If none of these steps helped to resolve your issue and the antivirus is still not up to date, please contact our support on Live Chat.