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Sophos AV stuck on CONTACTING SOPHOS

RainbowZ

Hi All,

I am currently using Sophos AV Home for Mac (9.4.0). After installation, it stuck on Contacting Sophos. The username and password are both blank. Any suggestions?

Thanks,

R



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  • 0
    Hi Rainbowz,

    Can you confirm if this issue is ongoing? What do you mean username and password - can you post a screenshot?

    Thanks,
    Serra
  • 0 in reply to serra

    I have this issue as well. "Update Now" is grayed out under the Sophos AV menu. Also, the Sophos menu bar icon indicates that the application is "Contacting Sophos" which is also grayed out. 

    Under Preferences, Primary Location/ Update Location says Sophos and the User Name is blank as is the Password. 

    I've rebooted my Mac once. What can be done to complete the update?

  • 0 in reply to Randyw

    The software is trying to contact our server in order to obtain updating credentials. Ensure you don't have any special network filtering or proxy configuration set up.

    ---

    Bob Cook (bob.cook@sophos.com) Director, Software Development

  • 0 in reply to bobcook

    Thanks Bob. I didn't find anything going on with my network or proxy settings, but today Sophos connected, updated, and scanned properly. Maybe I had to ignore it for a couple of days before it paid attention. :)


    Thanks very much for your reply.


    Randy

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