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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

    Hi 

    3. Open savosx_he_r and alt-click on Sophos Antivirus Home Edition and select "Show package contents"

    4. Browse to /savosx_he_r/Sophos Anti-Virus Home Edition.app/Contents/Resources

    5. Alt-click build-info.plist and select Open with > Text Edit

    This should open a document in text edit. The contents should look like this:

    <?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "www.apple.com/.../PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
    <key>BuildDate</key>
    <string>Wed Oct  8 15:34:49 BST 2014</string>
    <key>BuildType</key>
    <string>PRODUCTION</string>
    <key>ProductVersion</key>
    <string>9.2.2</string>
    <key>ChangeListNumber</key>
    <string>2454882</string>
</dict>
</plist>

    Please copy and paste the contents of this file into your reply and we'll take another look.

    :1020808
  • 0

    Greatly appreciate your taking a look at this "thorny" problem.  Certainly is a challenge.

    I followed your instructions and got exactly the response in your last reply.

    Here is a copy-past of the contents:

    <?xml version="1.0" encoding="UTF-8"?>
    <!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
    <plist version="1.0">
    <dict>
    <key>BuildDate</key>
    <string>Wed Oct 8 15:34:49 BST 2014</string>
    <key>BuildType</key>
    <string>PRODUCTION</string>
    <key>ProductVersion</key>
    <string>9.2.2</string>
    <key>ChangeListNumber</key>
    <string>2454882</string>
    </dict>
    </plist>

    Again, appreciate your help with this.

    CWTrooper

    :1020809
  • 0

    Hey CWtrooper,


    Thanks for sending that over. I'm just trying to track down the developer who Rickus was working with, but I was looking through the logs you sent over, and I was wondering - have you tried re-downloading the installer? 

    I'm looking at this line:

    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

    it looks like one of the files there might be corrupt, so it may be worth deleting the savosx_he_r folder and all it's contents, downloading a fresh copy from here.

    :1020814
  • 0

    Thanks for the suggestion.  Tried it and installation failed again.

    This is a very challenging problem.

    Appreciate the post and suggestion.

    I'm wondering if there is something in the Mac OS that is causing this installation and removal problem.  I'm using the latest Yosemite (v. 10.10.3).

    :1020816
  • 0

    Hey CWTrooper,

    Sorry for the slow reply. I was wondering if you could try running these:

    ls -l /Library/Application\ Support/Sophos/he/Installer.app 
codesign -vv /Library/Application\ Support/Sophos/he/Installer.app

    Also, there's another command you can try to force the application removal. Please note, there are two dashes: --force_remove

    /Applications/Remove\ Sophos\ Anti-Virus.app/Contents/MacOS/tools/InstallationDeployer --force_remove

    Can you please try running all three of these commands, and paste your reply into your reply? Thanks again for your patience on this.

    :1020844
  • 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
  • 0

    Great! You really were a Trooper on that. So glad you got everything working. 

    :1020909
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