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HELP REMOVING FREE VIRUS SOFTWARE

Catherine Jones

 I installed the free Sophos home anti-virus software on my MacBook 1 month ago. It was fine, but I decided to go with another software. I tried logging in to use the removal tool but the password wouldn't work. I logged into my home account and was able to access the account. I tried deleting from the account but I guess it deleted only the account and not the app. So I still can't get the app off my computer. I also cannot get a new antivirus software because I can't get this one off. There is NO tech support for the free software and so no one I can get help from. I have no tech skills and have no idea where to begin... I am SO BEYOND FRUSTRATED with this stupid system. HELP!!!!



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  • 0 in reply to jak

    You assume incorrectly.

     

    I have now tried it but it didn't work. I still can't install new software because this stupid software won't be removed.

  • 0 in reply to jak

    What is wrong is that although the icons appear to be gone, once I try to install new (different) software, I can't because it is still detected on my system.

  • 0 in reply to Catherine Jones

    I suppose it's down to how the other application detects Sophos is still there. 

    Typically the other software will have a log file where it logs what is it picking up on.  What is the other software you are trying to install?  

    Regards,

    Jak

  • 0 in reply to jak

    Avast. How do I find a log?

  • 0 in reply to Catherine Jones

    It seems like the Avast installer checks for Kernel Extensions.

    From a Terminal window, if you run:

    kextstat

    I assume you see the 3 Sophos entries in the results.  E.g.

      163    0 0xffffff7f81034000 0x7000     0x7000     com.sophos.nke.swi (9.7.4) AFB9B66E-C67A-32D1-A8A8-654F475EECFC <4 1>

      164    0 0xffffff7f80c20000 0x8000     0x8000     com.sophos.kext.sfm (9.7.4) 47394905-E2D3-3643-804D-D278B1BF74FB <5 4 2 1>

      165    0 0xffffff7f80e27000 0x8000     0x8000     com.sophos.kext.oas (9.7.4) FE151087-F3B0-3F51-BD15-3313B8BCDDAB <5 4 2 1>

    After I uninstall Sophos Home.  Then run the Avast installer I get, I assume the same message as you:

    8540.Screen Shot 2018-04-06 at 23.52.34.png

    If I shutdown the computer and start it back up, then run the same kextstat command following the restart, then the Sophos entries are no longer listed and I get to the next page in the Avast installer:

    1185.Screen Shot 2018-04-07 at 00.02.50.png

    Have you tried restarting the computer after uninstalling Sophos?

    If so, can you run the "kexstat" command in a Terminal window to look for Sophos entries, are they there? 

    Regards,

    Jak

  • 0 in reply to jak

    I assume the above worked in that the computer just needed a restart.

  • 0 in reply to jak

    Hi,

    I've been occupied with other things and have not been able to reply.

    I tried the steps as you describe them. There seems to be no difference between the screen shots before and after the restart. I can't upload them because they are too large. 

     

    Is there a way to remove the kernels?

  • 0 in reply to Catherine Jones

    So having shutdown and started the computer back up; then opening a "Terminal" window and running the command:

    kextstat

    You still see references to Sophos in the output of that command, E.g.:

    163    0 0xffffff7f81034000 0x7000     0x7000     com.sophos.nke.swi (9.7.4) AFB9B66E-C67A-32D1-A8A8-654F475EECFC <4 1>

    164    0 0xffffff7f80c20000 0x8000     0x8000     com.sophos.kext.sfm (9.7.4) 47394905-E2D3-3643-804D-D278B1BF74FB <5 4 2 1>

    165    0 0xffffff7f80e27000 0x8000     0x8000     com.sophos.kext.oas (9.7.4) FE151087-F3B0-3F51-BD15-3313B8BCDDAB <5 4 2 1>

    Is so, I have to assume this is the reason I assume Avast still believes Sophos is installed in their pre-check.

    Regards,

    Jak

  • 0 in reply to jak

    Hi,

    This problem still exists and I don't know how to remove the kernel  data. Can you tell me how to remove it?

    Catherine

  • 0 in reply to Catherine Jones

    Have you confirmed the names of the Sophos extensions presumably still loaded with the command:

    kextstat

     

    For each of those listed you should be able to remove them with the kextunload command as detailed here as the first example:

    https://www.maketecheasier.com/add-remove-kexts-from-macos/

    Regards,

    Jak

  • 0 in reply to jak

    I'm having similar issue. I did look for and find he removal tool from the very start. But Removal tool fails, and gives no other option. The sis what happens:

    jak said:

    The text says:
    Welcome to Sophos Home removal application....

    Click Continue.

    Yep.

    jak said:
    This prompts for a password.  Your username is filled in, so after entering the password you can click "Install Helper".

    Yep.

    jak said:
    The dialog then says:
    Stopping services....
    Finally "The removal was successful."
    and you can click Close.

    Nope. The dialog then says:

    "The Removal failed."

    "The software was not successfully removed." 

    And I can click "Close" and no other option. 

    After trying this three or four times, I tried uninstalling with "Clean My Mac", that fails too because it can not force Sophos Home to quit. I though I have turned off all protection from Sophos Home, I can't find a way to force it to quit either.

    Is there an OFF button I'm missing somewhere?

Reply
  • 0 in reply to jak

    I'm having similar issue. I did look for and find he removal tool from the very start. But Removal tool fails, and gives no other option. The sis what happens:

    jak said:

    The text says:
    Welcome to Sophos Home removal application....

    Click Continue.

    Yep.

    jak said:
    This prompts for a password.  Your username is filled in, so after entering the password you can click "Install Helper".

    Yep.

    jak said:
    The dialog then says:
    Stopping services....
    Finally "The removal was successful."
    and you can click Close.

    Nope. The dialog then says:

    "The Removal failed."

    "The software was not successfully removed." 

    And I can click "Close" and no other option. 

    After trying this three or four times, I tried uninstalling with "Clean My Mac", that fails too because it can not force Sophos Home to quit. I though I have turned off all protection from Sophos Home, I can't find a way to force it to quit either.

    Is there an OFF button I'm missing somewhere?

Children
  • 0 in reply to Michael Dance

    Hi Michael Dance,

    May I know if you are using Sophos Home premium or the free version? Also, can you share the Mac Os details?

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Gowtham Mani

    I am having all of the same problems with Sophos which transferred to new Mac book pro High Sierra version 10.13.6 (17G65).  I have 2 remaining kextstat files:

      152    0 0xffffff7f85d40000 0x7000     0x7000     com.sophos.nke.swi (9.7.4) AFB9B66E-C67A-32D1-A8A8-654F475EECFC <4 1>

      153    0 0xffffff7f85d47000 0x8000     0x8000     com.sophos.kext.oas (9.7.4) FE151087-F3B0-3F51-BD15-3313B8BCDDAB <5 4 2 1>

     

    But am not confident enough to know what to type in to unload them, despite reading the above link.  Can anyone help?  I'm completely stuck and can't install/uninstall

  • 0 in reply to Gowtham Mani

    Gowtham Mani said:

    Hi Michael Dance,

    May I know if you are using Sophos Home premium or the free version? Also, can you share the Mac Os details?

     

    Was using Sophos Home free version. Mac Mini, late 2014. Mac OSX 10.13.6 (17G65)

  • 0 in reply to jo Morrison

    The very lovely and helpfulAditya has sorted this for me.  the problem is that the kext weren't running as not allowed by my security and permissions.  Go to security and permissions and allow sophos and then it worked - yeh!

     

    They were so helpful that I'm sticking with Sophos - just a shame that the help isn't as easy to get hold off as apple chat, but was worth the wait as clearly knew what they were doing.

     

    Thank you

    :-)

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