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Sophos Antivirus is not running

SteveGlass

Sophos version 9.4.0

OS X Yosemite (Mac Mini).

I keep getting this error message.  I cannot get the on-demand scanner to run.  I had an HDD crash a week or so ago and ever since I rebuilt the system with a fresh install of OS X, the Sophos on-demand scanner will not run and I keep getting the error popup "Sophos Antivirus is not running."  It works if I uninstall/reinstall...but then it quits working as soon as it updates.  I've done this process many times, which is the definition of insanity because each time I expect it to finally work.  

I can go delete the 0kb dat file, but the next time the app updates, the problem re-occurs.

Am I missing something?

I have an iMac running the same version of OS X, same version of Sophos Home and it does not have an issue.  I am at a loss as to what is causing the issue on my Mini.



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  • 0
    I just went into /library/caches/com.sophos/sav and deleted everything in that folder.
    Other articles indicate that you only need to delete the cache.dat file in this folder, however after the next update the issue comes back.

    On a whim, I just decided to try deleting everything in that folder. I forced an update and it downloaded a 161MB update file. There is nothing in the com.sophos.sav folder now, but the update created a com.sophos.sau folder in /library/caches/.

    The on-demand scanner started running again and ran ok until the application went out for another update. Now it has stopped working again and there is a 0kb cache.dat file inside /library/caches/com.sophos.sav.
  • 0
    Is there any update to this problem? I've been reading different threads on here and it appears this issue has been going on for a month or so now with no update or any idea as to what may be causing the problem. I have an iMac that is running 9.4.0 just fine, but I have been running Sophos on it since day 1. Started out with Mountain Lion (10.8) in 2013 and then updated to Yosemite and Sophos just kept doing auto-updates.

    I had Sophos running fine on my Mini until my HDD crashed. Did a fresh reinstall of ML and then did the update straight to Yosemite (10.10) before doing anything else. Installed Sophos after the Yosemite update and it won't run unless I keep going in and deleting /library/caches/com.sophos.sav/cache.dat.

    Anything I can do to help or give further information? I'm not sure what the difference is between the two systems and why one works and the other doesn't if they're both running the same OS version and same Sophos version.
  • 0 in reply to SteveGlass
    Hi Steve,

    Sorry to hear you're having trouble with this, and for the slow reply.

    I'm curious, are there any errors in the Sophos Antivirus Log?

    Also, since you mentioned Sophos Home - maybe you could try installing Sophos Home on the Mini as well? I know it's not an elegant fix, but might save you some frustration.

    Cheers,
    Serra
  • 0 in reply to serra
    I have the same version of Sophos on both computers. I'm not sure what "Sophos Home" is that you're referring to. Both machines have "Sophos Anti Virus Home Edition version 9.4.0" installed.

    Both machines have "Threat detection engine 3.61.0" and "Threat data 5.21."

    The iMac works, the Mini doesn't.
  • 0

    I also do not have any errors in the logs that I can see. If you need me to export, please let me know what you need.  But by reading this message board, my issue is not isolated to just me and several other users' logs have been posted and/or emailed.

    However, if I can help, please let me know what you need from my machine to get this issue resolved.

  • 0
    Well, I tried to install an old version os Sophos I found in my Downloads folder, but sadly, while it installed, it won't update. So I'm back to non-working Sophos 9.4.0 that I keep hoping "magically" starts working. Since this seems to be an ongoing issue for the last couple of months with multiple users experiencing the same symptoms, it looks like I may have to find something different as it doesn't seem to be getting resolved anytime soon. I realize it's a free product, and it is what it is, but I'm required to have AV to connect to my company VPN, so I guess I need to find something that works.
  • 0 in reply to SteveGlass
    Hi Steve,

    So sorry about the slow reply. We should be releasing a new version of SAV for Mac later this week which I hope will help with the issues you've been experiencing. Thanks for all your patience.
  • 0 in reply to serra
    WOW, auto-updated to 9.4.1 this morning and it's running so far. I also checked the directory structure and it now appears to be the same as my iMac. It was not before. Very good. Hope this will continue to run well. It's really a great product and I was hating having to find something different that worked just as well.
  • 0 in reply to SteveGlass
    *happy dance*

    Great, I am SO glad to hear it. Thanks so much for all your patience!

    Let me know if you have any other issues.

    Best,
    Serra
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