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Sophos Home Edition for Mac fails removal and fails new install

CWTrooper

I'm running the latest edition of Mac OS X, Yosemite 10.10.3 and I can't remove SAV from my computer nor can I install a new version.  I get failure messages on both accounts.  I can't even tell what version of SAV I'm running in the "About" screen as it says About Panel Version UNKNOWN, although I think it is the latest version 9.  I also think I originally created this problem by trying to remove SAV by dragging it to trash as I didn't see the Remove Sophos Anti-Virus application in my Applications.  I've tried everything:  Rebooting, repairing disk permissions, running CleanMyMac versions 2 and 3 (both of which hung up on trying to remove SAV), running AppCleaner, downloading a new removal tool from the Sophos website.  Nothing works.  In trying to install McAfee I get an incompatible software message which I think is because it sees SAV.  Even if I trash the program and the removal tool McAfee won't install with the same error message.

Here's what I got from the installer log in the Console:

Marker - Apr 19, 2015, 8:33:22 AM
Apr 19 08:33:47 CWKlima.local Sophos Installer[647]: [SMEInstallController.m:250] Remove operation cannot run from this location (/Library/Application Support/Sophos/temp_647/Installer.app)
it must be run from the receipt location (/Library/Application Support/Sophos/he/Installer.app)
Apr 19 08:37:07 CWKlima.local Sophos Installer[671]: [SMEInstallController.m:250] Remove operation cannot run from this location (/Library/Application Support/Sophos/temp_671/Installer.app)
it must be run from the receipt location (/Library/Application Support/Sophos/he/Installer.app)

I then tried to add a folder in the Application Support Library as this says and copy the uninstaller there, but couldn't create the New Folder there.

I'm stuck!

Can someone help?

:1020666


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  • 0

    Try to remove the product manually. Basically, remove everything in the following list:

    /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".

    :1020702

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Thanks so much for the guidance. I'm afraid this didn't work.  Here's exactly what I did:

    /Library/Sophos Anti-Virus

         Removed this file to Trash

    /Library/LaunchDaemos/com.sophos.*

         No LaunchDaemos in Library

    /Library/LaunchAgents/com.sophos.*

         No com.sophos file in LaunchAgents

    /Library/Preferences/com.sophos.*

         Removed the sophos plist to Trash

    /Library/Logs/Sophos Anti-Virus.log

         No Sophos files in Logs

    /Applications/Sophos Anti-Virus.app

         Moved SAV to Trash

    /Applications/Sophos Remove.app

         Moved Remove Sophos Antivirus to Trash

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

         Could not find this file

    Then I emptied the Trash and did a cold reboot.

    Then I searched for SAV and still found the Remove Sophos Antivirus app on the computer.  Moved it to Trash.

    Then I emptied the Trash again and did a restart of the system.

    Then I searched "sophos" in the Finder and nothing came up.

    I rebooted again and then downloaded SAV from sophos.com again.  Tried to install and got a "Failure to Install" message.

    I am running OS X ver. 10.10.3 and the SAV version was 9.2.2.

    What next?  I appreciate the help with this thorny problem and look forward to a successful reinstall.

    :1020732
  • 0

    Is there anything for SAV/Sophos here:

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

     From Terminal try the following to see if anything is listed:

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

    After that is clear run the installer again while looking in the install.log file and see what that says.  The video below explains about the install.log file from the point of view of removal, but installation is the same.

    :1020736

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Nothing listed for those two files;  tried to run installer again and it failed.  Here's a copy of the install.log:

    Marker - Apr 28, 2015, 4:21:49 PM
    Apr 28 16:23:06 CWKlima.local Sophos Installer[1749]: [SMEInstallController.m:209] Installing he version 9.2.2
    Apr 28 16:23:07 CWKlima.local Sophos Installer[1749]: [SMEInstallController.m:667] Upgrading the "he" product
    Apr 28 16:23:07 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.stopProcesses" success: YES
    Apr 28 16:23:07 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeComponents" success: YES
    Apr 28 16:23:07 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeKeychains" success: YES
    Apr 28 16:23:08 CWKlima.local Sophos Installer[1753]: [SMEInstallController.m:221] Starting receipt service for temp_1749 version 9.2.4
    Apr 28 16:23:08 CWKlima.local Sophos Installer[1753]: [SMEReceiptServiceStrategy.m:194] Fix plan is empty. Nothing to fix
    Apr 28 16:23:08 CWKlima.local Sophos Installer[1749]: [SMEBuildInstallPlanStrategy.m:189] Install plan:
    daemons: [com.sophos.common.servicemanager]
    managed daemons: [com.sophos.notification, com.sophos.sxld, com.sophos.autoupdate, com.sophos.configuration, com.sophos.webd, com.sophos.intercheck, com.sophos.scan]
    agents: [com.sophos.uiserver]
    Apr 28 16:23:08 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.buildPlan" success: YES
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.cacheManifestComponents" success: YES
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1753]: [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.stopProcesses" success: YES
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1753]: [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.removeFiles" success: YES
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1753]: [SMEReceiptServiceStrategy.m:254] "receiptService.removeComponents" success: YES
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.remoteRemove" success: YES
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEInstallComponentsStrategy.m:227] Installing component gui-remove-he failed. Error Domain=com.sophos.installer Code=1 "ListOfFiles entry missing for file "0e1416f2cafc9c6c96b0db3383df11d93cad529412b5052cb66d8f63dccc08f7" in archive "/Users/CWK/Downloads/savosx_he_r 3/Sophos Anti-Virus Home Edition.app/Contents/Install/Root/gui-remove-he/gui-remove-he" for component "gui-remove-he"" UserInfo=0x7f8b987b1090 {NSLocalizedDescription=ListOfFiles entry missing for file "0e1416f2cafc9c6c96b0db3383df11d93cad529412b5052cb66d8f63dccc08f7" in archive "/Users/CWK/Downloads/savosx_he_r 3/Sophos Anti-Virus Home Edition.app/Contents/Install/Root/gui-remove-he/gui-remove-he" for component "gui-remove-he"}
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.installComponents" success: NO
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.processStart" success: NO
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEAggregateInstallStrategy.m:71] "installer.writeReceipt" success: NO
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1749]: [SMEInstallController.m:562] "installer" success: NO
    Apr 28 16:23:11 CWKlima.local Sophos Installer[1753]: [SMEInstallController.m:563] "receiptService" success: YES
    Apr 28 16:23:14 CWKlima.local Sophos Installer[1749]: [SMEInstallController.m:296] Installation complete

    No success yet, but thanks for persisting.  I'd like to get this up and running again.

    :1020742
  • 0

    I asked our development team about this.  Can you post the following file:

    /Users/CWK/Downloads/savoxs_he_r3/Sophos Anti-Virus Home Edition.app/Contents/Resources/build-info.plist

     For example, from Terminal running something like this will show it (may need to check the extact path along the way):

    less /Users/CWK/Downloads/savosx_he_r\ 3/Sophos\ Anti-Virus Home Edition.app/Contents//Resources/build-info.plist

     Note: it's :q to quit after copying it (colon symbol and then the letter q).

    :1020744

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Ran that commend in Terminal  and got this:

    Last login: Tue Apr 28 16:13:08 on ttys000

    CWKlima:~ CWK$ /Users/CWK/Downloads/savoxs_he_r3/Sophos Anti-Virus Home Edition.app/Contents/Resources/build-info.plist

    -bash: /Users/CWK/Downloads/savoxs_he_r3/Sophos: No such file or directory

    CWKlima:~ CWK$ 

    :1020747
  • 0

    Then I ran the second command from Terminal and got this:

    CWKlima:~ CWK$ less /Users/CWK/Downloads/savosx_he_r\ 3/Sophos\ Anti-Virus Home Edition.app/Contents//Resources/build-info.plist

    /Users/CWK/Downloads/savosx_he_r 3/Sophos Anti-Virus: No such file or directory

    Home: No such file or directory

    Edition.app/Contents//Resources/build-info.plist: No such file or directory

    CWKlima:~ CWK$

    :1020748
  • 0

    Hello CWTrooper,

    the path contains special characters (blanks in this case) and it must either be enclosed in double quotes

    less "/Users/CWK/Downloads/savoxs_he_r 3/Sophos Anti-Virus Home Edition.app/Contents/Resources/build-info.plist"

     or all blanks correctly escaped (with a backslash)

    less /Users/CWK/Downloads/savoxs_he_r\ 3/Sophos\ Anti-Virus\ Home\ Edition.app/Contents/Resources/build-info.plist

    HTH

    Christian

    :1020751
  • 0

    Hi, QC,

    I copied and pasted that file with the one above you provided in Terminal.  Here is the script for this action:

    CWKlima:~ CWK$ less /Users/CWK/Downloads/savoxs_he_r\ 3/Sophos\ Anti-Virus\ Home\ Edition.app/Contents/Resources/build-info.plist
    /Users/CWK/Downloads/savoxs_he_r 3/Sophos Anti-Virus Home Edition.app/Contents/Resources/build-info.plist: No such file or directory
    CWKlima:~ CWK$

    Thanks for any and all input on fixing this.

    CWTrooper

    :1020783
  • 0

    Again, when I attempt the Removal of SAV, the removal fails and this is what I get from the Install.log file:

    Marker - May 1, 2015, 5:43:27 PM
    May 1 17:44:21 CWKlima.local Sophos Installer[4270]: [SMEInstallController.m:250] Remove operation cannot run from this location (/Library/Application Support/Sophos/temp_4270/Installer.app)
    it must be run from the receipt location (/Library/Application Support/Sophos/he/Installer.app)

    When I attempt an Install of SAV the install fails and the Console tells this:

    Marker - May 1, 2015, 5:45:54 PM
    May 1 17:47:31 CWKlima.local Sophos Installer[4281]: [SMEInstallController.m:209] Installing he version 9.2.2
    May 1 17:47:31 CWKlima.local Sophos Installer[4281]: [SMEInstallController.m:667] Upgrading the "he" product
    May 1 17:47:31 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.stopProcesses" success: YES
    May 1 17:47:31 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeComponents" success: YES
    May 1 17:47:31 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeKeychains" success: YES
    May 1 17:47:32 CWKlima.local Sophos Installer[4285]: [SMEInstallController.m:221] Starting receipt service for temp_4281 version 9.2.4
    May 1 17:47:32 CWKlima.local Sophos Installer[4285]: [SMEReceiptServiceStrategy.m:194] Fix plan is empty. Nothing to fix
    May 1 17:47:33 CWKlima.local Sophos Installer[4281]: [SMEBuildInstallPlanStrategy.m:189] Install plan:
    components: [data, servicemgr, generics, version-he, sdu, oas, ssvr, ssl, webd, savi, gui-he, scand, oas-kext-lib, sau-config-he, sxld, webd-kext-lib, scankit, confd, sau, uis, gui-remove-he]
    daemons: [com.sophos.common.servicemanager]
    managed daemons: [com.sophos.notification, com.sophos.sxld, com.sophos.autoupdate, com.sophos.configuration, com.sophos.webd, com.sophos.intercheck, com.sophos.scan]
    agents: [com.sophos.uiserver]
    May 1 17:47:33 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.buildPlan" success: YES
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.cacheManifestComponents" success: YES
    May 1 17:47:36 CWKlima.local Sophos Installer[4285]: [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.stopProcesses" success: YES
    May 1 17:47:36 CWKlima.local Sophos Installer[4285]: [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.removeFiles" success: YES
    May 1 17:47:36 CWKlima.local Sophos Installer[4285]: [SMEReceiptServiceStrategy.m:254] "receiptService.removeComponents" success: YES
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.remoteRemove" success: YES
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEInstallComponentsStrategy.m:227] Installing component gui-remove-he failed. Error Domain=com.sophos.installer Code=1 "ListOfFiles entry missing for file "0e1416f2cafc9c6c96b0db3383df11d93cad529412b5052cb66d8f63dccc08f7" in archive "/Users/CWK/Downloads/savosx_he_r 3/Sophos Anti-Virus Home Edition.app/Contents/Install/Root/gui-remove-he/gui-remove-he" for component "gui-remove-he"" UserInfo=0x7fd7a7c635b0 {NSLocalizedDescription=ListOfFiles entry missing for file "0e1416f2cafc9c6c96b0db3383df11d93cad529412b5052cb66d8f63dccc08f7" in archive "/Users/CWK/Downloads/savosx_he_r 3/Sophos Anti-Virus Home Edition.app/Contents/Install/Root/gui-remove-he/gui-remove-he" for component "gui-remove-he"}
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.installComponents" success: NO
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.processStart" success: NO
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEAggregateInstallStrategy.m:71] "installer.writeReceipt" success: NO
    May 1 17:47:36 CWKlima.local Sophos Installer[4281]: [SMEInstallController.m:562] "installer" success: NO
    May 1 17:47:36 CWKlima.local Sophos Installer[4285]: [SMEInstallController.m:563] "receiptService" success: YES
    May 1 17:47:41 CWKlima.local Sophos Installer[4281]: [SMEInstallController.m:296] Installation complete

    Hope this is helpful to someone out there who can diagonis and correct this.  Thanks in advance.

    CWTrooper

    :1020784
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