OS X 10.9 and AutoUpdate never finishes?

Hi KBLawrence,

Are you sure you are using the Home Edition of the product? If you were, the AutoUpdate panel should show that you are updating from Sophos and you would not be able to customize the update location (yours is updating from a non-Sophos location).

If you are not using the Home Edition you should seek support from your IT department.

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KBLawrence wrote:

I tried using a zip file from someone else's post but I was unable to open/find the remove tool either.  Can you tell me how to proceed: either a fix of what I currently have or getting the remove tool on my computer so that I can un-install version 8 and install version 9?

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On the point above I've posted the following in the Help section of the forum.  It may help.

http://openforum.sophos.com/t5/Mac-tools-help/An-incompatible-product-is-installed-you-have-removed-the/td-p/14623

 would that work in this instance?  As the video shows it works for me.

My setup is a Mac mini with OS X Marvericks with Apple firewall enabled. I also use an outbound firewall like Little snitch.

Yesterday I started the update prosess manually from the menubar. I could see the small update window popup with download a status.

After the update had reached a download of 1.2 MB, it stopped for a long time. After waiting for about 30 minutess, I decided to push the cancel update button.

Nothing happened after pushing the cancel button. The update progressbar kept flashing.

I had to reboot to resolve the problem. I hope rebooting under an update hang-up dosent do any damage to the Sophos antivirus application or the Mac OS.

Hi kvakke,

Your description sounds very much like the problem I am chasing. You don't necessarily need to reboot, you can stop the SophosAutoUpdate process via Activity Monitor. There are some instructions above.

Rest assured that you can't harm an existing installation by stopping the download. There are five things that happen during an update:

1. download the new files (often small changes, sometimes big changes)

2. verify the downloaded files are authentic (e.g. we should never install files that don't originate from Sophos)

3. verify the installer itself is still intact e.g. the installer should not run itself if it appears to be tampered with

4. verify the existing files and fix anything that looks damaged

5. install the new files in place are restart services are required

You stopped the process at step one. It will restart at step one until that succeeds. You'll get an update error if any other step fails.

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bobcook wrote:

can you try to get a Sample of the process before telling it to Quit? So far we've been unable to get one (window is always blank) but I figure its always worth asking since we have a limited number of instances to examine.

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Still want a sample?  It's happening to my Mac currently.  Stuck at 29.1kB

Update log:

com.sophos.intercheck: 	zbot-hks.ide  zbot-hku.ide  zegos-cg.ide    zusy-p.ide    zusy-q.ide    zusy-r.ide  
com.sophos.intercheck: 
com.sophos.intercheck: 
com.sophos.intercheck: Info:	On-access scanner started at 00:54 on 20 January 2014
com.sophos.intercheck: 
com.sophos.autoupdate: Updating catalogue information at 05:54:45 20 January 2014
com.sophos.autoupdate: Catalogue updated at 05:54:45 20 January 2014
com.sophos.autoupdate: Download started at 05:54:45 20 January 2014
(that's it - EOF)

...so it's been trying to update since roughly 6am yesterday and the current time is 13:43 on 21st Jan. 

Sample of AutoUpdate process attached.  Mac was on yesterday but wasn't used at all (I was OOO).

Hey ruckus,

Thanks for the Sample. Your machine is definitely exhibiting the problem I described in the beginning of this thread. The clue is about 1/4 the way down the page, the call CFReadStreamRead() basically never returns. Its down in the OS (CFNetwork, specifically) and the best hint is the "stuck" call to CoreStreamBase::blockingWaitForOpen(). Its a CFNetwork bug that we have to work around.

Version 9.0.7 contains a number of changes that attempts to fix this. Given that your AutoUpdate might be stuck trying to get to 9.0.7, you may need to intervene by stopping the existing AutoUpdate process and letting it restart again.

Update on this topic. Soon your endpoints will update to version 9.0.8. We think we've got this one solved. Shout if you have this issue -and- have version 9.0.8, as we'll need some more info about your setup.

Is my problem related although I'm using OS X 10.8.5...? I'm having trouble with the Scan not completing.

I am using Sophos Anti-Virus version 9.0.8.

I have an iMac w/ OS X 10.8.5.

The problem seems to occur when the Mac goes to sleep. If I run a scan and keep it awake, the process completes. If I schedule a scan for a time of day when I'm not around, it never completes and the wiper keeps sweeping. Stop Scan button doesn't work.

If I reboot, Sophos works normally again.

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WBKitty wrote:

The problem seems to occur when the Mac goes to sleep. If I run a scan and keep it awake, the process completes. If I schedule a scan for a time of day when I'm not around, it never completes and the wiper keeps sweeping. Stop Scan button doesn't work.

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We are going to introduce an improvement in a future version that will automatically tell the Mac to not sleep while we are scanning. Its sort of annoying, I know.

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WBKitty wrote:

The problem seems to occur when the Mac goes to sleep. If I run a scan and keep it awake, the process completes. If I schedule a scan for a time of day when I'm not around, it never completes and the wiper keeps sweeping. Stop Scan button doesn't work.

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Yeah this is annoying, and we've been working to resolve it. Happens more frequently when the Mac goes to sleep, but not always (sometimes happens when the Mac is wide awake). The "background" part of the software is still working but the "foreground" part looks stuck. The protection for on-access scanning is still working, and you can probably launch new scans, but it will seem like one of them is stuck. We've got some improvements planned in our current project, should help when its shipped over the summer time.

Can we keep this thread about AutoUpdate and problems when it doesn't complete.