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Sophos AutoUpdate Status Window always "Downloading..." at 100%

billca

Hello,

Recently, the Sophos icon started showing it is downloading in my Mac's menu bar. The download icon shows a litle animation with an arrow pointing down. It has not stopped for quite some time now. When I choose the "Show AutoUpdate Window" option, I get a window titled "Sophos AutoUpdate Status" and it shows a download status bar that is all the way at 100%.

I don't know if the file is being blocked, is stuck at some 99.9% download, or if there is something nafarious blocking the download. After checking the AutoUpdate preferences, nothing looks wrong (not that I know if it is right either). I did try setting it to use no proxy for an hour or so but that didn't seem to change anything.

I am using a MacBook Pro with Yosemite 10.10.4 and I do occassionally use various VPNs for work.

Do you have any idea how to fix this and/or prevent it from happening in the future? I am hoping restarting the computer regularly is not the answer.

Thanks.

:1021152


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  • 0

    Hey Billca,

    One thing you could try would be to clear Autoupdate cache and force a new download. Steps to do that are listed below.

    Also, if that doesn't help, can you take a look in the Log? You can access that by going into the Sophos Preferences > Logging > View Log contents. There may be some indication there that will help us figure out what's going on.

    How to Clear Autoupdate cache and force a new download

    1. Open Terminal from Spotlight:


    2. Paste in the following command and press enter:
      sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

       You will be prompted for your account password.  Type the same one you use to unlock System Preferences panels etc. - the password will not appear on screen.  Press enter once you have entered the password.

      The command will clear all of the already downloaded files in the Sophos AutoUpdate cache and force a new download.

    :1021162
Reply
  • 0

    Hey Billca,

    One thing you could try would be to clear Autoupdate cache and force a new download. Steps to do that are listed below.

    Also, if that doesn't help, can you take a look in the Log? You can access that by going into the Sophos Preferences > Logging > View Log contents. There may be some indication there that will help us figure out what's going on.

    How to Clear Autoupdate cache and force a new download

    1. Open Terminal from Spotlight:


    2. Paste in the following command and press enter:
      sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

       You will be prompted for your account password.  Type the same one you use to unlock System Preferences panels etc. - the password will not appear on screen.  Press enter once you have entered the password.

      The command will clear all of the already downloaded files in the Sophos AutoUpdate cache and force a new download.

    :1021162
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