This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Sophos full system scan freezes

Hello,

I use the Mac version (2.2.8) and ran a full system scan. After a couple of hours I realized the progress bar not moved from what seems to be its new highest point, around 60%. The scan has been at 60% for the entire night, it has never taken so long to scan the device. I did another sweep about a month ago and it was finished in a couple of hours. Most of the files are the same as back then, so the possibility of Sophos analyzing the data very slowly is completely discarded: it's stuck.

I ran several full system scans and they all got stuck at 60%. I also tired uninstalling and installing, but it got stuck again. What is wrong here?

This thread was automatically locked due to age.

0 Shweta over 4 years ago

Hi Franco Buccieri

Could you please check under the scan logs and check if you are seeing any errors? Are you using Sophos Home or central managed endpoint?

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel
0 Franco Buccieri over 4 years ago in reply to Shweta

Thanks for your response Shweta,

I am using Sophos Home. I don't quite know how to access the scan logs you are talking about.

I just noticed I don't have any device activity history, as I made this user just today when I realized I did not have one (not sure what happened there!), but needed to get help from the forum. Anyways, I never had the need for one since the app was working correctly before.

Edit: A fifth full scan literally just cancelled itself after 51 minutes. I was not even sitting in front of the computer when this happened.
Cancel
Vote Up 0 Vote Down

Cancel
0 Shweta over 4 years ago in reply to Franco Buccieri

Hi Franco Buccieri

Apologies for the inconvenience. I would suggest you contact Sophos Home Support team for this, they should be able to help you with this.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel