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Sophos stopped working message, greyed out icon and On-Access Scanning disabled

simonjk

Hi, I've started to get an error message from Sophos saying that Sophos has stopped working, the icon in the menu bar is greyed out and the On-Access Scanner is diasbled. I've opened preferences to turn the scanner back on but just get "stopping". I've uninstalled Sophos and re-installed as this issue has occured a number of times. OSX 10.10.4 and SAV 9.2.7

:1021336


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  • 0

    Hey Simonjk,

    When you reinstall, does that resolve the issue temporarily? And then it just happens again at some point in the future? 

    Normally a reinstall fixes this for good, so I'm not sure why it would keep happening to you. Have you taken a look at the Sophos Antivirus Log? You can find those if you click the Sophos sheild, open preferences > click "logging" > view log contents. Feel free to post the results of that here, and we can take a look.

    :1021346
  • 0

    Same problem.......Fatal Error: The main virus data file is missing
    com.sophos.intercheck: Sophos Anti-Virus cannot continue
    com.sophos.intercheck:
    com.sophos.intercheck: Info: ic_worker_start: kext already loaded at 12:22 on 28 July 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Fatal Error: The main virus data file is missing
    com.sophos.intercheck: Sophos Anti-Virus cannot continue
    com.sophos.intercheck:

    I should note I updated from os 10.10.3 to os 10.10.4 about 10 days ago.  It seemed to work ok for a few days after that. The "on Access" issue had come up a few times previous to the update, though, but I could always get it turned back on.

    :1021399
  • 0

    Hi DJJD,

    Sorry, I started a reply yesterday but I just noticed now I didn't actually post it. :catembarrassed:

    The first thing I wonder is, have you tried uninstalling and reinstalling? It sounds like your install is pretty broken, so that will likely be your fastest fix. To do that, follow the steps below:

    1. Browse to this page and download a new copy of the installer (Click "Get Started" and follow the prompts)

    2.  Use the "Remove Sophos Antivirus" app to uninstall. You will find this in finder under Applications > Remove Sophos Antivirus

    3. Restart your Mac 4. Double-click the install app you downloaded in step 1 (The file is called savosx_he_r)

    5. Follow the on-screen prompts until the install is complete  

    Hopefully that will get you back up and running, but if you have any questions don't hesitate to let us know!

    :1021420
  • 0

    uninstalled...installed fresh copy....so far so good. running scan, on-access is on

    :1021422
  • 0

    Perfect! Let us know if you have any other issues!

    :1021423
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