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Sophos 9.4 hanging on every scan

DarinFennell

I have run Sophos Anti-virus on my Mac laptop several times now and every time it hangs half-way through the scan. From what I can tell, it is hanging on the exact same file each time. I get no message of any kind, just the progress bar showing how far along it is and the number of files scanned. I am running Yosemite on my Mac. Any help would be appreciated.

Thanks,


Darin



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  • 0
    Also, I would like to add that that engineering is currently looking into this issue. Unfortunately we haven't managed to isolate the root cause but it is being looked at. Sorry to keep you all waiting - this issue has definitely been going on a lot longer than I would have liked, and I appreciate all your patience.
  • 0 in reply to serra

    After uninstalling and reinstalling Sophos AV Home Edition for Mac, I'm now able to see some of the file names being scanned and iWork_9.3_Update.dmg is one of the files my scan hangs at for more than 2 minutes. What's even more mysterious is that even after having added this file to the exclusions (following the method you described above with the "+" and "Choose" buttons), it still repeatedly comes back and tries to scan this file. Actually. I am observing the same long repetitions for quite a few .dmg files, all in my Downloads folder. Though the "remaining files" number continues to count down at a crawl, this seems to be where the entire scan just stalls, repeatedly scanning these files!

    P.S. I just noticed that when I added the iWork file to the Exclusions tab from the "Scans" window by clicking on "Scan Settings" (from the gear dropdown at the bottom of the Scans window), the file did NOT appear in the Exclusions tab in Preferences. I had to add it there additionally. Am trying another scan now to see if that works. I'll edit the outcome to this comment later. (I also added all the .dmg files in my Downloads folder to both Exclusions lists as well—totalling about 14 files.)

    P.P.S. Ok, with the previously noted changes, with about 153,000 files remaining, the scan DID attempt to scan each of the excluded .dmg files. After about 5 minutes, it continued counting down to about 70,000 files remaining when it again appeared to repeat scanning each of the excluded .dmg files for about 5 minutes or more. At this point the repetition continued several times until I stopped the scan. Hope this helps engineering with a speedy solution.

    And FYI, here is the log:

    Sophos Anti-Virus
    Product version: 9.4.1
    Threat detection engine version: 3.63.1
    Threat data version: 5.22
    Release date: 08 December 2015
    Detects 10436456 threats
    Copyright © 1993-2012 Sophos Ltd. All rights reserved.

    Using IDE files:
    age-apdu.ide age-apie.ide age-apiq.ide age-apiu.ide age-apja.ide age-apjc.ide age-apjg.ide age-apjy.ide age-aplw.ide
    age-aplz.ide age-apqp.ide andro-ew.ide andro-ez.ide auto-bgq.ide bank-gmw.ide bank-gmx.ide banl-cid.ide banl-cja.ide
    banl-cjb.ide banl-cjr.ide bepush-a.ide blada-as.ide blada-at.ide chepro-z.ide chisb-ca.ide cidox-aq.ide cryakl-c.ide
    delf-fzd.ide docd-ahr.ide docd-aii.ide docd-ajm.ide docd-ajn.ide docd-ajs.ide docd-aka.ide docd-akj.ide docd-akm.ide
    docd-ali.ide docd-alk.ide docd-alq.ide docd-amf.ide docd-amo.ide docd-ano.ide docd-anq.ide docd-anu.ide docd-aoc.ide
    docd-aof.ide docd-aou.ide docd-apo.ide docd-apr.ide docd-apu.ide dride-iu.ide dride-iz.ide dride-je.ide dride-ji.ide
    dride-js.ide dride-ky.ide dwnl-mxz.ide dwnl-myk.ide dynam-cg.ide ecckrp-c.ide farei-uh.ide farei-ul.ide farei-um.ide
    farei-un.ide farei-uq.ide farei-vd.ide farei-vr.ide farei-wu.ide farei-wz.ide farei-xs.ide farei-xy.ide fsysna-g.ide
    gatak-y.ide gozi-t.ide hawkey-h.ide inje-bth.ide inje-btl.ide java-abh.ide java-abq.ide jsdld-ct.ide jsdow-bm.ide
    jsdow-bn.ide kimsu-a.ide limit-es.ide malage-t.ide msil-exk.ide msil-exl.ide msil-exn.ide msil-exp.ide msil-eyi.ide
    msil-eyt.ide msil-ezg.ide msil-ezx.ide msil-fai.ide msil-faj.ide msil-fax.ide msil-fay.ide msil-fdq.ide msili-jj.ide
    neurev-z.ide nivdo-ae.ide nivdo-af.ide nivdo-am.ide nivdo-bg.ide nivdo-bj.ide nivdo-bx.ide pdfj-aiv.ide ramdo-am.ide
    rans-bpm.ide rans-bpy.ide rans-bqm.ide rans-bqp.ide rans-bqx.ide rans-bqz.ide rans-bre.ide rans-bro.ide rans-bsb.ide
    rans-bsk.ide rans-bsm.ide rans-bsp.ide rans-bss.ide rans-bsy.ide rans-btb.ide rans-btv.ide rans-bvc.ide ranso-dl.ide
    rat-e.ide redlon-m.ide remexi-a.ide rovnix-s.ide shioto-g.ide skeey-an.ide slackb-d.ide sofacy-h.ide swfdl-n.ide
    teslac-a.ide teslac-b.ide thudoo-a.ide tinba-dc.ide upatr-wq.ide vawtr-cq.ide vawtr-cx.ide vb-iwc.ide vb-iwy.ide
    vb-ixd.ide vbinj-ma.ide vbinj-mi.ide vbinj-ml.ide vbs-if.ide vbzbo-de.ide vbzbo-di.ide vbzbo-dw.ide virtu-be.ide
    wonknu-b.ide xtrat-am.ide yakbee-g.ide yakbee-u.ide yakes-ct.ide zbot-kgl.ide zbot-kgp.ide zbot-kgt.ide zbot-kgy.ide
    zbot-khd.ide zbot-khx.ide zbot-kih.ide zbot-kit.ide zegos-if.ide zeus-c.ide

    Scan name: "Scan Local Drives"
    Scan items:
    Exclusions:
    Path: "/Users/Jeff/Downloads/iWork_9.3_Update.dmg"
    Path: "/Users/Jeff/Downloads/YummyFTP.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2014.4-AP-20-15.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2013.5-AP-21-14.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2012-2.1-AP-12-13.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2011-OC-2-12.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2010.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2009.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2008.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2007.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2006.dmg"
    Path: "/Users/Jeff/Downloads/MBAM-Mac-1.1.3.72.dmg"
    Path: "/Users/Jeff/Downloads/maccleanse.dmg"
    Path: "/Users/Jeff/Downloads/ClamXav_2.8.7.dmg"
    Path: "/Users/Jeff/Downloads/avast_free_mac_security_online.dmg"
    Path: "/Users/Jeff/Downloads/AlesisFirewireMountainLionDriver8:19:11[v3.5.6].dmg"
    Configuration:
    Scan inside archives and compressed files: Yes
    Automatically clean up threats: No
    Scan for adware and potentially unwanted applications (PUA): Yes
    Automatically clean up adware and potentially unwanted applications (PUA): No
    Action on infected files: Report only
    Live Protection enabled: Yes

    Scan started at 2015-12-17 19:59:23 -0500

    New volume detected at /
    2015-12-17 20:11:23 -0500 Corrupt file: /private/var/folders/zz/zyxvpxvq6csfxvn_n00000s0000068/C/com.apple.SoftwareUpdate/CFNetworkDownload_GRPaZO.tmp
    Scan cancelled at 2015-12-17 20:45:08 -0500

    ****************************************************************

    I just tried a scan with "Scan inside archives and compressed files" turned OFF in the Options tab of the Scan Settings accessed from the Gear dropdown at the bottom of the Scans window and the scan completed without a hitch in about an hour and a half. So it seems the exclusions were ignored this time with "inside archives..." turned off. There were however 13 issues which you can see in this log. Maybe you can explain them?:

    Sophos Anti-Virus
    Product version: 9.4.1
    Threat detection engine version: 3.63.1
    Threat data version: 5.22
    Release date: 08 December 2015
    Detects 10436473 threats
    Copyright © 1993-2012 Sophos Ltd. All rights reserved.

    Using IDE files:
    age-apdu.ide age-apie.ide age-apiq.ide age-apiu.ide age-apja.ide age-apjc.ide age-apjg.ide age-apjy.ide age-aplw.ide
    age-aplz.ide age-apqp.ide andro-ew.ide andro-ez.ide auto-bgq.ide bank-gmw.ide bank-gmx.ide banl-cid.ide banl-cja.ide
    banl-cjb.ide banl-cjr.ide bepush-a.ide blada-as.ide blada-at.ide chepro-z.ide chisb-ca.ide cidox-aq.ide cryakl-c.ide
    delf-fzd.ide docd-ahr.ide docd-aii.ide docd-ajm.ide docd-ajn.ide docd-ajs.ide docd-aka.ide docd-akj.ide docd-akm.ide
    docd-ali.ide docd-alk.ide docd-alq.ide docd-amf.ide docd-amo.ide docd-ano.ide docd-anq.ide docd-anu.ide docd-aoc.ide
    docd-aof.ide docd-aou.ide docd-apo.ide docd-apr.ide docd-apu.ide dride-iu.ide dride-iz.ide dride-je.ide dride-ji.ide
    dride-js.ide dride-ky.ide dwnl-mxz.ide dwnl-myk.ide dynam-cg.ide ecckrp-c.ide farei-uh.ide farei-ul.ide farei-um.ide
    farei-un.ide farei-uq.ide farei-vd.ide farei-vr.ide farei-wu.ide farei-wz.ide farei-xs.ide farei-xy.ide fsysna-g.ide
    gatak-y.ide gozi-t.ide hawkey-h.ide inje-bth.ide inje-btl.ide java-abh.ide java-abq.ide jsdld-ct.ide jsdow-bm.ide
    jsdow-bn.ide kelih-ag.ide kimsu-a.ide limit-es.ide malage-t.ide msil-exk.ide msil-exl.ide msil-exn.ide msil-exp.ide
    msil-eyi.ide msil-eyt.ide msil-ezg.ide msil-ezx.ide msil-fai.ide msil-faj.ide msil-fax.ide msil-fay.ide msil-fdq.ide
    msili-jj.ide neurev-z.ide nivdo-ae.ide nivdo-af.ide nivdo-am.ide nivdo-bg.ide nivdo-bj.ide nivdo-bx.ide pdfj-aiv.ide
    ramdo-am.ide rans-bpm.ide rans-bpy.ide rans-bqm.ide rans-bqp.ide rans-bqx.ide rans-bqz.ide rans-bre.ide rans-bro.ide
    rans-bsb.ide rans-bsk.ide rans-bsm.ide rans-bsp.ide rans-bss.ide rans-bsy.ide rans-btb.ide rans-btv.ide rans-bvc.ide
    ranso-dl.ide rat-e.ide redlon-m.ide remexi-a.ide rovnix-s.ide shioto-g.ide skeey-an.ide slackb-d.ide sofacy-h.ide
    swfdl-n.ide teslac-a.ide teslac-b.ide thudoo-a.ide tinba-dc.ide upatr-wq.ide vawtr-cq.ide vawtr-cx.ide vb-iwc.ide
    vb-iwy.ide vb-ixd.ide vbinj-ma.ide vbinj-mi.ide vbinj-ml.ide vbs-if.ide vbzbo-de.ide vbzbo-di.ide vbzbo-dw.ide
    virtu-be.ide wonknu-b.ide xtrat-am.ide yakbee-g.ide yakbee-u.ide yakes-ct.ide zbot-kgl.ide zbot-kgp.ide zbot-kgt.ide
    zbot-kgy.ide zbot-khd.ide zbot-khx.ide zbot-kih.ide zbot-kit.ide zegos-if.ide zeus-c.ide

    Scan name: "Scan Local Drives"
    Scan items:
    Exclusions:
    Path: "/Users/Jeff/Downloads/iWork_9.3_Update.dmg"
    Path: "/Users/Jeff/Downloads/YummyFTP.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2014.4-AP-20-15.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2013.5-AP-21-14.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2012-2.1-AP-12-13.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2011-OC-2-12.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2010.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2009.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2008.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2007.dmg"
    Path: "/Users/Jeff/Downloads/TaxTron2006.dmg"
    Path: "/Users/Jeff/Downloads/MBAM-Mac-1.1.3.72.dmg"
    Path: "/Users/Jeff/Downloads/maccleanse.dmg"
    Path: "/Users/Jeff/Downloads/ClamXav_2.8.7.dmg"
    Path: "/Users/Jeff/Downloads/avast_free_mac_security_online.dmg"
    Path: "/Users/Jeff/Downloads/AlesisFirewireMountainLionDriver8:19:11[v3.5.6].dmg"
    Configuration:
    Scan inside archives and compressed files: No
    Automatically clean up threats: Yes
    Scan for adware and potentially unwanted applications (PUA): Yes
    Automatically clean up adware and potentially unwanted applications (PUA): Yes
    Action on infected files: Move to folder at path "/Users/Jeff/Desktop/Threats not cleaned"
    Live Protection enabled: Yes

    Scan started at 2015-12-18 00:47:04 -0500

    New volume detected at /
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~Keynote/.ginger
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/Signatures/ubiquitous_19BBE9BE-199F-43A4-9551-F5282E781FA1.mailsignature
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/Signatures/ubiquitous_1EDFC9E2-28A5-4AB7-B270-231768908368.mailsignature
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/Signatures/ubiquitous_A26959AE-3F11-4720-9FF7-FA584D0A8BE0.mailsignature
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/Signatures/ubiquitous_AllSignatures.plist
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/Signatures/ubiquitous_FC0160A1-A280-4BE0-B127-ACE20285F7F1.mailsignature
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/ubiquitous_SyncedRules.plist
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~mail/Data/MailData/ubiquitous_SyncedSmartMailboxes.plist
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~Numbers/.ginger
    2015-12-18 01:14:57 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~Pages/.ginger
    2015-12-18 01:14:58 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~Pages/iWorkPreviews/Blank.jpg
    2015-12-18 01:14:58 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~Pages/iWorkPreviews/Untitled.jpg
    2015-12-18 01:14:58 -0500 Corrupt file: /Users/Jeff/Library/Mobile Documents.127842904/com~apple~TextInput/Dictionaries/.baseline/UserDictionary/SAlQVUhF7208e6_gvZx_zdKx1U1AzKGem3HO2pLKjgY=/baseline.zip

    Scan completed at 2015-12-18 01:15:44 -0500.
    650453 files scanned, 0 items detected, 13 issues

    Jeff
    If you care about animals, you should be vegan.
    If you don’t care about animals, but you value justice, you should still be vegan.
    Learn more from these resources:
    "THE WORLD IS VEGAN IF YOU WANT IT - Go vegan. It's easy. It’s better for your health (animal foods cause physical harm); it’s better for the planet (animal agriculture is an ecological disaster); and, most importantly, it’s the morally right thing to do." — Professor Gary L. Francione http://www.abolitionistapproach.com/
     
     
  • 0 in reply to MacVegan
    Has there been any update to this? Any additional diagnostic or troubleshooting steps we can take? We're trying to be patient but the lack of answers is worrisome.
  • 0 in reply to neilb422
    I've heard nothing yet from any admins. It seems Sophos is dropping the ball on support for their free app. I don't understand why there hasn't even been a progress report on these issues. And the new online version (Sophos Home) is, IMO, no better.
    Jeff
    If you care about animals, you should be vegan.
    If you don’t care about animals, but you value justice, you should still be vegan.
    Learn more from these resources:
    "THE WORLD IS VEGAN IF YOU WANT IT - Go vegan. It's easy. It’s better for your health (animal foods cause physical harm); it’s better for the planet (animal agriculture is an ecological disaster); and, most importantly, it’s the morally right thing to do." — Professor Gary L. Francione http://www.abolitionistapproach.com/
     
     
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