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NUMEROUS ISSUES yet answered much less SOLVED replies for Mac here are just sad.

bexThompson

I am sure i have key loggers, a back door or malicious remote user which has changed all my files so that nothing will update on my Mac for months... it has changed and added 4 times more .plist files than i had and changed all my configurations, network settings, WiFi, etc and does so when making my computer sleep...


NUMEROUS ISSUES:
1- seemed to install properly but then wont allow on access scanning or any reconfiguring of the preferences...
2- will not save changed preferences regarding what to do with threats/PUAs
3- logs show numerous entries with abrupt STOPPING when it states Sophos found a new volume
4- I wanted to send u numerous log lines that show major issues in both diagnostics and file logs and crash logs. There is NOWHERE TO SEND THEM and can't even upload screenshots to this ridiculous forum.
5- Sophos shows in other logs as having crashed my entire system numerous times but i was unaware of it?
6-I have done all trouble shooting recommendations and gotten ZERO change in results and spent almost 13 hours on this.
7- I do not think Sophos could have possibly made it harder or more confusing to even log in between yr different HE log ins and yr FREE AV different login methods and yr
8-all of yr "SUPPORT VIDEOS" guides etc. never have exactly my issues or any fixes in that work.
I am willing to BUY something just to get decent support as so few of the posts are even answered much less SOLVED for Mac users, BUT i do NEED a SMart type tool for Mac... after going and downloading the guide etc THEN IT SAYS just FOR WINDOWS.   
9-what products do i need from you people to get some real help as well as support ?  Happy to pay but i do not see a product that fits my needs...
** AND NOW I KEEP GETTING ORANGE BOXES appearing as i write this on yr page stating "An error occurred. Please try again or contact your administrator" continually

Oh and yr tags for this for mac are not even current! GRR

BTW i resent the heck out of yr claims when so many Mac users here have the same issues over and over!  Your claim here is bologney:
~~~~~~"Easy installation and painless maintenance"~~~~~~~

Platform: OS X 10.10.5       Products: SAV for mac AND HE home edition



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    Hi Bex,

    Sorry to hear you're having so much trouble. It sounds like you've been having problems with your Mac for a while now, so the first thing I'm going to suggest is to you make sure you've taken a backup of all your important data. It sounds overall like your system is pretty unstable and it would be a shame for you to lose anything.

    Also, I'm curious if you were experiencing issues with other applications freezing / crashing before you installed Sophos? 

    That said, I'll try to go through and respond to all your points. Please bear with me on this:


    1- seemed to install properly but then wont allow on access scanning or any reconfiguring of the preferences...
    2- will not save changed preferences regarding what to do with threats/PUAs

    • Are you using an account with admin rights?
    • Also, you need to authenticate by clicking the lock icon and entering your password before you can make changes

    3- logs show numerous entries with abrupt STOPPING when it states Sophos found a new volume
    4- I wanted to send u numerous log lines that show major issues in both diagnostics and file logs and crash logs. There is NOWHERE TO SEND THEM and can't even upload screenshots to this ridiculous forum.

    • You can add images by clicking the "Use Rich Formatting" button at the bottom left, and then using the insert / edit media button
    • You can also copy / paste relevant log entries from Console directly into the text area of the forum
    • Conversely, you can email me directly - serra@sophos.com

    5- Sophos shows in other logs as having crashed my entire system numerous times but i was unaware of it?

    • Please do send over some of the logs you're seeing so we can investigate.

    6-I have done all trouble shooting recommendations and gotten ZERO change in results and spent almost 13 hours on this.

    • I'm sorry to hear that!

    7- I do not think Sophos could have possibly made it harder or more confusing to even log in between yr different HE log ins and yr FREE AV different login methods and yr

    • I'm not really sure what you mean here, but I'm sorry you had trouble logging into the community. This community is only a couple months old, so we're still working on getting all the hiccups ironed out, and take feedback seriously. Once we get your software working we can take a look at this. (Let's just worry about one thing at a time)

    8-all of yr "SUPPORT VIDEOS" guides etc. never have exactly my issues or any fixes in that work.

    • Sounds like you might have a unique case on your hands. We'll do our best to help you.

    9-what products do i need from you people to get some real help as well as support ? Happy to pay but i do not see a product that fits my needs...

    • Us people don't currently have an option for paid support for Home Mac users.

    ** AND NOW I KEEP GETTING ORANGE BOXES appearing as i write this on yr page stating "An error occurred. Please try again or contact your administrator" continually

    • Please send a screenshot so we can investigate

    Ok, I hope that helps. Just want to let you know that I'm heading out for the day now, but I'll check back in on this first thing in the morning tomorrow. 

  • 0 in reply to serra
    Hi Bex,

    Just wanted to let you know that I'm here and waiting for your replies. I'll be in the office for about 6 more hours today so hopefully we can connect before the weekend.

    Cheers,
    Serra
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