Sophos Advisory: Reports of SAVService.exe consuming 100% CPU Usage
Sophos Technical Support have become aware of several cases where customers are reporting 100% CPU Usage on machines. Symptoms of this could be the machine locking up or becoming unresponsive.
Applies to the following Sophos product(s) and version(s)
Central Server Anti-Virus 10.8.6
Central Server Anti-Virus 10.8.3
Windows Server 2016
Windows Server 2019
Customers may find their servers are unresponsive, a reboot is the only way to recover the server.
This has been resolved as of 14/02/2020 15:10 GMT
14/02/2020 14:28 GMT: Investigation is ongoing
14/02/2020 15:10 GMT: New IDE Released
What to do
We believe we have now resolved this issue with an updated IDE; please update to the latest version and check that the file inje-fiv.ide exists within:
32bit: C:\Program Files\Sophos\Sophos Anti-Virus\
64bit: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
If this file exists and you still experience issues please follow the below:
Please gather the information below information and Open a Support Case.
- “Forcing a System Crash from the Keyboard” gathered whilst the machine is hanging/unresponsive
Please note we will also need you to enable “Complete Memory Dumps” so that we can see all process information.
- A Sophos Diagnostic log of the machine.
Updates will be provided as required