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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

    Thanks again for the reply.

    There were two commands you had posted.  I copied/pasted them in Terminal and this is what I got:

    Last login: Fri May 15 13:58:06 on console
    CWKlima:~ CWK$ ls -l /Library/Application\ Support/Sophos/he/Installer.app
    ls: /Library/Application Support/Sophos/he/Installer.app: No such file or directory
    CWKlima:~ CWK$ codesign -vv /Library/Application\ Support/Sophos/he/Installer.app
    /Library/Application Support/Sophos/he/Installer.app: No such file or directory
    CWKlima:~ CWK$ /Applications/Remove\ Sophos\ Anti-Virus.app/Contents/MacOS/tools/InstallationDeployer --force_remove
    -bash: /Applications/Remove Sophos Anti-Virus.app/Contents/MacOS/tools/InstallationDeployer: No such file or directory
    CWKlima:~ CWK$

    Curious.  It looked like SAV was gone from the above responses, but guess what? -- it now installed succesfully!!!  Wonder of wonders.  I now have a fresh install of Sophos AntiVirus for Mac installed again and am delighted.  I was about to reinstall my Mac OSX, Yosemite version 10.10.3, but now don't have to go through that pain and work.  I can't thank you enough for being with me through this and your resolve, like mine, in supporting this quirky issue.  My take-a-ways:  NEVER try to uninstall SAV by dragging to Trash!  Use "Remove Sophos Anti-Virus" in Applications ONLY.  I think if Sophos had named this removal tool with Sophos leading the description it would have been placed right next to the Sophos program.  Since it starts with "Remove" it is under the "R's" in an alphabetical sort of your Applications and you could miss it like I did.  Hope this helps others in this Community and that Sophos reads this for future program updates.  Best regards, most excellent Moderator SerrAnonymous.

    Cliff.

    :1020876
Reply
  • 0

    Thanks again for the reply.

    There were two commands you had posted.  I copied/pasted them in Terminal and this is what I got:

    Last login: Fri May 15 13:58:06 on console
    CWKlima:~ CWK$ ls -l /Library/Application\ Support/Sophos/he/Installer.app
    ls: /Library/Application Support/Sophos/he/Installer.app: No such file or directory
    CWKlima:~ CWK$ codesign -vv /Library/Application\ Support/Sophos/he/Installer.app
    /Library/Application Support/Sophos/he/Installer.app: No such file or directory
    CWKlima:~ CWK$ /Applications/Remove\ Sophos\ Anti-Virus.app/Contents/MacOS/tools/InstallationDeployer --force_remove
    -bash: /Applications/Remove Sophos Anti-Virus.app/Contents/MacOS/tools/InstallationDeployer: No such file or directory
    CWKlima:~ CWK$

    Curious.  It looked like SAV was gone from the above responses, but guess what? -- it now installed succesfully!!!  Wonder of wonders.  I now have a fresh install of Sophos AntiVirus for Mac installed again and am delighted.  I was about to reinstall my Mac OSX, Yosemite version 10.10.3, but now don't have to go through that pain and work.  I can't thank you enough for being with me through this and your resolve, like mine, in supporting this quirky issue.  My take-a-ways:  NEVER try to uninstall SAV by dragging to Trash!  Use "Remove Sophos Anti-Virus" in Applications ONLY.  I think if Sophos had named this removal tool with Sophos leading the description it would have been placed right next to the Sophos program.  Since it starts with "Remove" it is under the "R's" in an alphabetical sort of your Applications and you could miss it like I did.  Hope this helps others in this Community and that Sophos reads this for future program updates.  Best regards, most excellent Moderator SerrAnonymous.

    Cliff.

    :1020876
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