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Unable to install/uninstall after time machine restore

Brian Masson

I did a time machine backup/restore to a new mac. I disabled Sophos home through the web console before backing up to speed up the process. I went from OS 10.12 (old machine) to 10.13 (new machine). It looked like Sophos home transferred but the status icon was always red (disabled) and I could not get it to re-enable. I tried the Remove Sophos Home app but I got an error "the software was not removed". I tried running the installer anyways to see if it would install but it says to remove the software and try again. I've looked through the forums and tried everything I found, I tried a removal tool for Sophos enterprise, but it said Sophos was not installed, I manually deleted all Sophos files in /Library/, I tried running the --force_remove option on the remove app in terminal, I've tried running the installer through terminal, I've rebooted more times than I can count, I've re-downloaded the installer and tried installing again, I no longer have the status icon, but I still cannot install or remove Sophos and I still get the same errors.

Here are the install logs:

remove sophos app: 

2018-06-18 20:56:23-07 Mac-mini Remove Sophos Endpoint[999]: [SMERemoveAppDelegate.m:459] Force remove failed.

 

install (i've replaced my username with user):

Sophos Diagnostics Log

======================

 

This file contains diagnostics data which may prove useful to Sophos

when diagnosing issues.  The data is dynamically compressed so the first

(unnumbered) logfile will be reported as incorrectly terminated, but is

still readable using command line tools (minus the last few minutes of

logging):

    gzip -dc /Library/Logs/SophosDiagnostics.gz | less

 

A live view of this log is available with the following terminal command:

    nc -U /var/run/com.sophos.diagnostics.view

 

This system's timezone is PDT (UTC -7 hours).  Times in this file are local.

 

These logs contain a large amount of information intended for use by Sophos

Support and Development. They are designed to be filtered based on tags.

Some of these common tags are found below, and more information about the

processes and their functions can be found at

www.sophos.com/.../123662

 

Common tags:

start     process is starting

shutdown  process is shutting down

config    configuration

oas       on-access

scan      content scanning

sxl       real-time lookups

perf      performance related

xpc       inter-process communication

 

2018-06-18 21:00:29.651 [com.sophos.macendpoint.Installer.HelperTool 1089:37458 xpc processinfo] com.sophos.macendpoint.Installer.HelperTool listener:<NSXPCListener: 0x7fbc88f00880> service: (null)

2018-06-18 21:00:29.651 [com.sophos.macendpoint.Installer.HelperTool 1089:37458 xpc processinfo] shouldAcceptNewConnection: <NSXPCConnection: 0x7fbc88f01de0> connection from pid 1085

2018-06-18 21:00:29.646 [com.sophos.macendpoint.Installer.HelperTool 1089:37455 xpc processinfo] Initialized HelperTool with service name: com.sophos.macendpoint.Installer.HelperTool

2018-06-18 21:00:29.651 [com.sophos.macendpoint.Installer.HelperTool 1089:37455 xpc processinfo] Resuming the listener service: <NSXPCListener: 0x7fbc88f00880> service: (null). Version: 1.0

2018-06-18 21:00:29.651 [com.sophos.macendpoint.Installer.HelperTool 1089:37455 xpc processinfo] Entering RunLoop

2018-06-18 21:00:29.683 [com.sophos.macendpoint.Installer.HelperTool 1089:37458 xpc signature] [SMEInstallerHelperTool.m:65] Codesign is valid for pid '1085'.

2018-06-18 21:00:29.684 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 xpc processinfo] com.sophos.macendpoint.Installer.HelperTool getVersionWithReply: returning reply block with value: 1.0

2018-06-18 21:00:24.371 [Installer 1085:37209 install debug] [SMEAppDelegate.m:217]Launched Installer with args: (

2018-06-18 21:00:24.371 [Installer 1085:37209 install debug]     "/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/T/AppTranslocation/AFF2437D-C302-4265-8AB8-A84FC45D7A9D/d/Sophos Installer.app/Contents/MacOS/Installer"

2018-06-18 21:00:24.371 [Installer 1085:37209 install debug] )

2018-06-18 21:00:24.385 [Installer 1085:37209 install debug] [SMEAppDelegate.m:176]Open Directory home directory for user id 501 : (

2018-06-18 21:00:24.385 [Installer 1085:37209 install debug]     "/Users/user"

2018-06-18 21:00:24.385 [Installer 1085:37209 install debug] )

2018-06-18 21:00:24.385 [Installer 1085:37209 install debug] [SMEAppDelegate.m:182]Checking for installer at /Users/user/Downloads/SophosInstall/Sophos Installer.app

2018-06-18 21:00:24.387 [Installer 1085:37209 install debug] [SMEAppDelegate.m:104]Candidate path /Users/user/Downloads/SophosInstall/Sophos Installer.app has creation date (2016-10-15 23:06:14 +0000) too far from expected date (2018-06-19 02:59:08 +0000).

2018-06-18 21:00:24.387 [Installer 1085:37209 install debug] [SMEAppDelegate.m:132]Searching for installers under /Users/user

2018-06-18 21:00:24.397 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.logmein.ignition

2018-06-18 21:00:24.397 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.crystalidea.MacsFanControl

2018-06-18 21:00:24.398 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: (null)

2018-06-18 21:00:24.410 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.apple.ScriptEditor.id.ClassCompliantMode

2018-06-18 21:00:24.410 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.apple.ScriptEditor.id.ClassCompliantMode

2018-06-18 21:00:24.414 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: io.macdaddy.Install-Disk-Creator

2018-06-18 21:00:24.416 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.logitech.LogitechGamingInstaller

2018-06-18 21:00:24.419 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.sophos.macendpoint.Remove-Sophos-Anti-Virus

2018-06-18 21:00:24.420 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.sophos.macendpoint.Remove-Sophos-Endpoint

2018-06-18 21:00:24.423 [Installer 1085:37209 install debug] [SMEAppDelegate.m:104]Candidate path /Users/user/Downloads/Sophos Anti-Virus Home Edition.app has creation date (2014-02-06 01:38:24 +0000) too far from expected date (2018-06-19 02:59:08 +0000).

2018-06-18 21:00:24.424 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.logmein.Rescue

2018-06-18 21:00:24.425 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: (null)

2018-06-18 21:00:24.450 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.google.Chrome.app.Default-coobgpohoikkiipiblmjeljniedjpjpf

2018-06-18 21:00:24.477 [Installer 1085:37209 install debug] [SMEAppDelegate.m:111]Candidate path is not the same application. Reference: com.sophos.macendpoint.Installer candidate: com.eidac.smcFanControl2

2018-06-18 21:00:24.477 [Installer 1085:37209 install debug] [SMEAppDelegate.m:104]Candidate path /Users/user/Downloads/SophosInstall/Sophos Installer.app has creation date (2016-10-15 23:06:14 +0000) too far from expected date (2018-06-19 02:59:08 +0000).

2018-06-18 21:00:24.478 [Installer 1085:37209 install debug] [SMEAppDelegate.m:98]Identified relocated bundle at: /Users/user/Downloads/SophosInstall (1)/Sophos Installer.app

2018-06-18 21:00:24.478 [Installer 1085:37209 install debug] [SMEAppDelegate.m:195]Found Sophos Installer at: /Users/user/Downloads/SophosInstall (1)/Sophos Installer.app

2018-06-18 21:00:24.610 [Installer 1085:37209 install debug] [SMEAppDelegate.m:290][SMEAppDelegate applicationDidFinishLaunching:aNotification]

2018-06-18 21:00:24.610 [Installer 1085:37209 install debug] aNotification = NSConcreteNotification 0x604000048b20 {name = NSApplicationDidFinishLaunchingNotification; object = <NSApplication: 0x60000010beb0>; userInfo = {

2018-06-18 21:00:24.610 [Installer 1085:37209 install debug]     NSApplicationLaunchIsDefaultLaunchKey = 0;

2018-06-18 21:00:24.610 [Installer 1085:37209 install debug] }}

2018-06-18 21:00:24.610 [Installer 1085:37209 install debug communications] [SMEAppDelegate.m:308]added observers for com.sophos.installer.deployer.started and com.sophos.installer.update notifications on object: 390EBFA8-8CBC-432E-8FAB-422A560C7508

2018-06-18 21:00:29.533 [Installer 1085:37209 install debug] [SMEInstallerFileManager.m:649] Check security of file items: {(

2018-06-18 21:00:29.533 [Installer 1085:37209 install debug]     "/",

2018-06-18 21:00:29.533 [Installer 1085:37209 install debug]     "/Library/Preferences/com.sophos-installer.configuration.plist",

2018-06-18 21:00:29.533 [Installer 1085:37209 install debug]     "/Library/Preferences",

2018-06-18 21:00:29.533 [Installer 1085:37209 install debug]     "/Library"

2018-06-18 21:00:29.533 [Installer 1085:37209 install debug] )}

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug] successfully installed com.sophos.macendpoint.Installer.HelperTool

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug] requesting launch of InstallationDeployer (

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug]     "--install",

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug]     "--ui",

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug]     "--notificationId",

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug]     "390EBFA8-8CBC-432E-8FAB-422A560C7508",

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug]     "--features",

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug]     "AV,XPD"

2018-06-18 21:00:29.585 [Installer 1085:37209 install debug] ) using com.sophos.macendpoint.Installer.HelperTool

2018-06-18 21:00:29.711 [Installer 1085:37260 install debug] valid connection to service: com.sophos.macendpoint.Installer.HelperTool version: 1.0 on pid: 1089

2018-06-18 21:00:29.711 [Installer 1085:37260 install debug] connected to <NSXPCConnection: 0x60c00010f0c0> connection to service named com.sophos.macendpoint.Installer.HelperTool.

2018-06-18 21:00:29.711 [Installer 1085:37260 install debug] proxy object for HelperTool: <__NSXPCInterfaceProxy_HelperToolProtocol: 0x60000008f780>.

2018-06-18 21:00:29.712 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] com.sophos.macendpoint.Installer.HelperTool launch:withArguments:atBundlePath:withSupportFolder:copyToSecure:withReply:

2018-06-18 21:00:29.718 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] Securing folders: (

2018-06-18 21:00:29.718 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)/Sophos Installer.app",

2018-06-18 21:00:29.718 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)/Sophos Installer Components"

2018-06-18 21:00:29.718 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] )

2018-06-18 21:00:29.718 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] to path:/Library/Application Support/Sophos/temp_1089

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] [SMEInstallerFileManager.m:649] Check security of file items: {(

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads",

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user",

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/",

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users",

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)",

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)/Sophos Installer Components",

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)/Sophos Installer.app"

2018-06-18 21:00:29.724 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] )}

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] Copying folders: (

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)/Sophos Installer.app",

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Users/user/Downloads/SophosInstall (1)/Sophos Installer Components"

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] )

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] to secure location: /Library/Application Support/Sophos/temp_1089

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] insecurity detection: Error Domain=com.sophos.installer Code=31 "Error: path is not secure. /Users/user/Downloads

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  permissions: {NSFileOwnerAccountID : 501,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileSystemFileNumber : 1308998,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileSize : 7140,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileGroupOwnerAccountID : 20,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileOwnerAccountName : user,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileCreationDate : 2009-06-19 01:01:24 +0000,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFilePosixPermissions : 448,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileGroupOwnerAccountName : staff,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileReferenceCount : 210,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileModificationDate : 2018-06-19 03:15:12 +0000}" UserInfo={NSLocalizedDescription=Error: path is not secure. /Users/user/Downloads

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  permissions: {NSFileOwnerAccountID : 501,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileSystemFileNumber : 1308998,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileSize : 7140,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileGroupOwnerAccountID : 20,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileOwnerAccountName : user,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileCreationDate : 2009-06-19 01:01:24 +0000,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFilePosixPermissions : 448,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileGroupOwnerAccountName : staff,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileReferenceCount : 210,

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]  NSFileModificationDate : 2018-06-19 03:15:12 +0000}, Call History=SMEInstallerFileManager.m:654 | SMEInstallerFileManager.m:724}

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] [SMEInstallerFileManager.m:649] Check security of file items: {(

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/",

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Library",

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug]     "/Library/Application Support"

2018-06-18 21:00:29.736 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] )}

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error] [SMEInstallerHelperTool.m:166] failed to secure folders. Error Domain=com.sophos.installer Code=1 "Error: supplied secure destination is not secure. path: /Library/Application Support/Sophos/temp_1089

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error] Original Error: Error Domain=com.sophos.installer Code=31 "Error: path is not secure. /

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}" UserInfo={NSLocalizedDescription=Error: path is not secure. /

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}, Call History=SMEInstallerFileManager.m:654 | SMEInstallerFileManager.m:724}" UserInfo={NSLocalizedDescription=Error: supplied secure destination is not secure. path: /Library/Application Support/Sophos/temp_1089

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error] Original Error: Error Domain=com.sophos.installer Code=31 "Error: path is not secure. /

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}" UserInfo={NSLocalizedDescription=Error: path is not secure. /

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}, Call History=SMEInstallerFileManager.m:654 | SMEInstallerFileManager.m:724}, Call History=SMEInstallerFileManager.m:828}

2018-06-18 21:00:29.738 [Installer 1085:37260 install error] [SMEInstallerHelperToolClient.m:92] failed to launch InstallationDeployer using com.sophos.macendpoint.Installer.HelperTool. Error Domain=com.sophos.installer Code=1 "Error: supplied secure destination is not secure. path: /Library/Application Support/Sophos/temp_1089

2018-06-18 21:00:29.738 [Installer 1085:37260 install error] Original Error: Error Domain=com.sophos.installer Code=31 "Error: path is not secure. /

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}" UserInfo={NSLocalizedDescription=Error: path is not secure. /

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}, Call History=SMEInstallerFileManager.m:654 | SMEInstallerFileManager.m:724}" UserInfo={NSLocalizedDescription=Error: supplied secure destination is not secure. path: /Library/Application Support/Sophos/temp_1089

2018-06-18 21:00:29.738 [Installer 1085:37260 install error] Original Error: Error Domain=com.sophos.installer Code=31 "Error: path is not secure. /

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}" UserInfo={NSLocalizedDescription=Error: path is not secure. /

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  permissions: {NSFileOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemFileNumber : 2,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileExtensionHidden : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSystemNumber : 16777220,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileSize : 1224,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountID : 0,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileOwnerAccountName : root,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileCreationDate : 2018-05-18 03:50:03 +0000,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFilePosixPermissions : 509,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileType : NSFileTypeDirectory,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileGroupOwnerAccountName : wheel,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileReferenceCount : 34,

2018-06-18 21:00:29.738 [Installer 1085:37260 install error]  NSFileModificationDate : 2018-06-19 03:32:35 +0000}, Call History=SMEInstallerFileManager.m:654 | SMEInstallerFileManager.m:724}, Call History=SMEInstallerFileManager.m:828}

2018-06-18 21:00:29.738 [com.sophos.macendpoint.Installer.HelperTool 1089:37459 install debug] [SMEInstallerHelperTool.m:70] Exit com.sophos.macendpoint.Installer.HelperTool service.



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Parents
  • 0

    Hi Brian,

    While I look into the log, I would like to ask you, are you using the free version or the Premium version?

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Brian Masson

    Hi Brian Masson,

    Can you please type the below command in the terminal and share the output here?

    Open Terminal and type " mdfind sophos "

    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

    Mac-mini:Application Support user$ mdfind sophos

    /Users/user/Library/Application Support/Google/Chrome/Default/Local Storage/leveldb/000837.log

    /Users/user/Library/Mobile Documents/com~apple~TextEdit/Documents/Untitled 5.rtf

    /Applications/Remove Sophos Home.app

    /Users/user/Library/Application Support/Google/Chrome/Default/IndexedDB/https_cloud.sophos.com_0.indexeddb.leveldb/LOG

    /Users/user/Library/Application Support/Google/Chrome/Default/IndexedDB/https_cloud.sophos.com_0.indexeddb.leveldb/LOG.old

    /Users/user/Downloads/SophosInstall (1)

    /Users/user/Downloads/Remove Sophos Endpoint.app

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer Components

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer.app

    /Users/user/Downloads/Remove Sophos Anti-Virus.app

    /Users/user/Downloads/RemoveSophosEndpoint.zip

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer Components/av-data/vvf.xml

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer Components/SophosCloudConfig.plist

    /Users/user/Downloads/SophosInstall (1).zip

    /Users/user/Library/Application Support/Google/Chrome/Default/IndexedDB/https_cloud.sophos.com_0.indexeddb.leveldb

    /Users/user/Downloads/Sophos Anti-Virus Home Edition.app

    /Applications/Sophos Home.app

    /Users/user/Downloads/SophosInstall/Sophos Installer.app

    /usr/local/bin/SophosUpdate

    /Users/user/Library/Containers/com.sophos.home.ui.HomeFinderScan

    /Users/user/Library/Application Scripts/com.sophos.home.ui.HomeFinderScan

    /Library/Application Support/CrashPlan/conf/my.service.xml

    /Users/user/Downloads/SophosInstall/Sophos Installer Components/av-data/vvf.xml

    /Users/user/Downloads/SophosInstall/Sophos Installer Components/SophosCloudConfig.plist

    /Users/user/Downloads/SophosInstall/Sophos Installer Components

    /Users/user/Downloads/SophosInstall

    /Users/user/Downloads/SophosInstall.zip

    /Users/user/Downloads/RemoveSophosAntiVirus9.zip

    /private/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/C/com.sophos.home.ui

    /private/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/C/com.sophos.home.ui.HomeFinderScan

Reply
  • 0 in reply to Gowtham Mani

    Mac-mini:Application Support user$ mdfind sophos

    /Users/user/Library/Application Support/Google/Chrome/Default/Local Storage/leveldb/000837.log

    /Users/user/Library/Mobile Documents/com~apple~TextEdit/Documents/Untitled 5.rtf

    /Applications/Remove Sophos Home.app

    /Users/user/Library/Application Support/Google/Chrome/Default/IndexedDB/https_cloud.sophos.com_0.indexeddb.leveldb/LOG

    /Users/user/Library/Application Support/Google/Chrome/Default/IndexedDB/https_cloud.sophos.com_0.indexeddb.leveldb/LOG.old

    /Users/user/Downloads/SophosInstall (1)

    /Users/user/Downloads/Remove Sophos Endpoint.app

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer Components

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer.app

    /Users/user/Downloads/Remove Sophos Anti-Virus.app

    /Users/user/Downloads/RemoveSophosEndpoint.zip

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer Components/av-data/vvf.xml

    /Users/user/Downloads/SophosInstall (1)/Sophos Installer Components/SophosCloudConfig.plist

    /Users/user/Downloads/SophosInstall (1).zip

    /Users/user/Library/Application Support/Google/Chrome/Default/IndexedDB/https_cloud.sophos.com_0.indexeddb.leveldb

    /Users/user/Downloads/Sophos Anti-Virus Home Edition.app

    /Applications/Sophos Home.app

    /Users/user/Downloads/SophosInstall/Sophos Installer.app

    /usr/local/bin/SophosUpdate

    /Users/user/Library/Containers/com.sophos.home.ui.HomeFinderScan

    /Users/user/Library/Application Scripts/com.sophos.home.ui.HomeFinderScan

    /Library/Application Support/CrashPlan/conf/my.service.xml

    /Users/user/Downloads/SophosInstall/Sophos Installer Components/av-data/vvf.xml

    /Users/user/Downloads/SophosInstall/Sophos Installer Components/SophosCloudConfig.plist

    /Users/user/Downloads/SophosInstall/Sophos Installer Components

    /Users/user/Downloads/SophosInstall

    /Users/user/Downloads/SophosInstall.zip

    /Users/user/Downloads/RemoveSophosAntiVirus9.zip

    /private/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/C/com.sophos.home.ui

    /private/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/C/com.sophos.home.ui.HomeFinderScan

Children
  • 0 in reply to Brian Masson

    Hi Brian ,

    Please remove the files manually , you may use terminal to remove them using "rm" command.

    /Applications/Remove Sophos Home.app
    /Applications/Sophos Home.app
    /usr/local/bin/SophosUpdate
    Users/user/Library/Containers/com.sophos.home.ui.HomeFinderScan
    /Users/user/Library/Application Scripts/com.sophos.home.ui.HomeFinderScan
    /private/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/C/com.sophos.home.ui
    /private/var/folders/pq/_rybfdvs05xgbx84skdfcycm0000gn/C/com.sophos.home.ui.HomeFinderScan

    Regards,

    Aditya Patel
    Global Escalation 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 Aditya Patel

    I removed all of those and rebooted but the installer still fails, "Installation failed The software was not installed successfully. Remove the software and re-install."

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