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SAV will not scan SSD on MacBook Pro w/ OS X 10.10.4

SteveMeyer

I have reinstalled Sophos AV in an attmpt to get it to scan my SSD on a MacBook Pro running OS X 10.10.4. I have had success in the past on other Macs running SAV. When I select "scan this Mac" it shows "calculating" and then the message I get is that the "scan cannot be completed" and "an error occurred  running the scan." Any ideas what is going wrong?

:1021389


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  • 0

    Hey Steve

     

    Sorry to hear you're having trouble. I personally have never come across this message before, but I would take a look at the logs to see what's going on. 

     

    To Access to Sophos Antivirus Log

    - Click the Sophos menu bar Icon

    - Click on Open Preferences... 

    - Click on Logging
    -     Click View Log Contents

     

    This will open the Sophos Antivirus Log in an application called Console. Take a look at the log, and see if you find any errors listed. Feel free to copy and paste any errors you see into your reply and I can take a look.

     

    To Access the Scan Log

    - Click the Sophos menu bar Icon

    - Click on Open Scans... 

    - Alt-click the white space by "Scan this mac" and select View Scan Log...

    This will open the Scan Log in an application called Console. The scan log gives you detailed information about the most recent scans, such as start time, what was scanned, scan configuration, any threats that were detected, etc. You should also see any errors that may have been encounted by the scanner. 

     

    So take a look at the log, and see if you find any errors listed. Feel free to copy and paste any errors you see into your reply and I will take a look.

     

     

    :1021424
  • 0

    Hi,

    Thank you for your response. I checked both log files and they are empty. 

    :1021451
  • 0

    The SAV log should definitely not be empty. Another log you can check is the install.log, which is also available in console. That might give you some pointers as to what's failing. 

    If that doesn't give you any clues, if I was you I would probably try uninstalling again, following the instructions 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. Check to make sure the following locations are empty

     

    /Library/Sophos Anti-Virus

    /Library/LaunchDaemos/com.sophos.*

    /Library/LaunchAgents/com.sophos.*

    /Library/Preferences/com.sophos.*

    /Library/Logs/Sophos Anti-Virus.log

    /Applications/Sophos Anti-Virus.app

    /Applications/Sophos Remove.app

    /var/db/receipts/com.sophos.*

     

    You'll need administrative rights to remove most of those files. Then reboot, to ensure everything is cleared from memory too. Then run through the list again, to ensure you got everything.

     

    Warning: Be cautious when deleting things in some of those directories. Not everything in there is related to our software - our files contain the name "Sophos".

    5. Double-click the install app you downloaded in step 1 (The file is called savosx_he_r)

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

    Also, sorry for all the inconveneince with this, it normally isn't such a hassle to update SAV, I promise!

    :1021467
  • 0

    So thistime the reinstall worked after verifying the files were removed. Before I proceeded I poked around the log files a little more. I found the original problem as shown below. Thank you for you help.

    Exception Type: EXC_BREAKPOINT (SIGTRAP)
    Exception Codes: 0x0000000000000002, 0x0000000000000000

    Application Specific Information:
    *** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'Error creating SAVQuarantineDataStore'

    :1021495
  • 0

    Hi Steve,

    Great, I'm so glad you were able to get it working. :catvery-happy:

    :1021517
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