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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

    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
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  • 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
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