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Autoupdate downloading fails to complete

Recently the download process for autoupdate frequently gets "stuck" -- the down arrow in the shield continues forever and the display window (Show AutoUpdate Window) displays "Downloading".  This has happened both on my iMac and on my wife's Mac Mini. The problem can be solved by re-starting the machine - the next update succeeds. 

iMac OS X 10.7.5

Mac Mini OS X 10.3.3

:1021302


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  • Try re-booting the machine after (?) the fix.

    I have not seen the problem again on either my 10.7.5 or Yosemite machines since I did the fix on 7/12.

    :1021459
  • I've rebooted many times and the download just repeats infinitely.  The same situation happens on another (newer) imac also, so it can't be related to just one machine.

    :1021461
  • With no input from the company I just uninstalled SAV and downloaded again; so far the S is just sitting there quietly.  Will see how it goes...

    :1021462
  • hey catnip,

    That's exactly what I would have recommended you do, so perfect, Hope the issue doesn't return. 

    :1021463
  • hey mojoprime,

    Sorry about the slow reply, I missed your message in there. 

    It's weird that's still happening after you cleared the cache. I'm curious, have you checked the Sophos Antivirus logs? 

    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.

     

    Also, I am curious to see the terminal output from the cache clear command. Can you run that again and copy / paste the terminal output?

     

    sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

     

    :1021464
  • All was quiet for a few hours, now downloading will not stop again.  This after uninstall & reinstall (SUDO fix was also unhelpful).

    :1021471
  • Restarted computer, then download started again without end, many hours now...help?

    :1021473
  • Same problem still after two weeks. 

    :1021474
  • hey serra, thanks for responding. 

    this is from the log -- it keeps repeating (TM is time machine backup volume)

    com.sophos.autoupdate: Updating catalogue information at 06:51:57 01 August 2015
    com.sophos.autoupdate: Catalogue updated at 06:51:57 01 August 2015
    com.sophos.autoupdate: Download started at 06:51:57 01 August 2015
    com.sophos.autoupdate: Download completed at 06:52:05 01 August 2015
    com.sophos.autoupdate: Update started at 06:52:05 01 August 2015
    com.sophos.intercheck: Info: ic_worker_start: kext already loaded at 06:52 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Update completed at 06:52:13 01 August 2015
    com.sophos.autoupdate: Info: Checked primary server at 06:52 on 01 August 2015
    com.sophos.autoupdate: Sophos Anti-Virus was updated
    com.sophos.autoupdate:
    com.sophos.intercheck: Sophos Anti-Virus
    com.sophos.intercheck: Version 5.17, 21 July 2015
    com.sophos.intercheck: Includes detection for 9569014 viruses, trojans and worms
    com.sophos.intercheck: Copyright (c) 1989-2012 Sophos Ltd, www.sophos.com
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck: Using IDE files:
    com.sophos.intercheck: age-anpq.ide age-anvq.ide age-anvu.ide age-anwo.ide age-anxa.ide age-anxs.ide age-anys.ide age-anza.ide age-anzq.ide
    com.sophos.intercheck: age-aoal.ide age-aoaz.ide age-aobk.ide age-aobn.ide age-aocd.ide age-aocg.ide age-aocr.ide age-aodj.ide age-aodo.ide
    com.sophos.intercheck: age-aodp.ide age-aodq.ide age-aodr.ide age-aoed.ide age-aoei.ide age-aofx.ide andro-dn.ide andro-dv.ide andro-dw.ide
    com.sophos.intercheck: aspshe-h.ide auto-bba.ide bamita-j.ide banc-ccm.ide bank-gll.ide bank-glr.ide bank-glw.ide banl-bxt.ide banl-bxw.ide
    com.sophos.intercheck: banl-bxy.ide banl-bxz.ide banl-byc.ide banl-byn.ide block-ai.ide boaxx-ap.ide bred-apv.ide bundpi-f.ide ceein-ab.ide
    com.sophos.intercheck: chisb-ab.ide cride-fj.ide crowti-b.ide darkc-ah.ide darkko-k.ide delf-fyp.ide delf-fyq.ide dloa-dyg.ide docdl-rl.ide
    com.sophos.intercheck: docdl-rr.ide docdl-ry.ide docdl-se.ide docdl-sz.ide docdl-tl.ide docdl-ty.ide docdl-un.ide docdl-us.ide docdl-vc.ide
    com.sophos.intercheck: docdl-wa.ide dofoi-bd.ide dride-eu.ide dride-ev.ide dride-ex.ide dride-fb.ide dride-fk.ide dride-fr.ide dride-fs.ide
    com.sophos.intercheck: dride-fu.ide dride-fw.ide drodac-t.ide dwnl-mqy.ide dwnl-mrn.ide dwnl-mrq.ide dwnl-mrr.ide dwnl-mrx.ide dwnl-msi.ide
    com.sophos.intercheck: dwnl-msm.ide dynam-al.ide dyrez-ft.ide dyrez-gg.ide dyrez-gh.ide expjs-me.ide farei-fv.ide farei-gs.ide farei-gy.ide
    com.sophos.intercheck: farei-hd.ide farei-hl.ide farei-hr.ide farei-hv.ide farei-hx.ide farei-hz.ide farei-ig.ide feebs-ce.ide helygu-a.ide
    com.sophos.intercheck: ifram-my.ide inje-bok.ide inje-boq.ide inje-bos.ide inje-bou.ide inje-bqb.ide jsdld-bq.ide jsred-qu.ide keylo-qv.ide
    com.sophos.intercheck: keylo-qw.ide ldmon-s.ide ldmon-v.ide limita-g.ide limita-i.ide limita-l.ide limita-m.ide limitl-b.ide malrar-e.ide
    com.sophos.intercheck: malrar-f.ide mdro-guv.ide mdro-gvf.ide miure-ah.ide msil-djm.ide msil-dlk.ide msil-dlo.ide msil-dls.ide msil-dnf.ide
    com.sophos.intercheck: msil-dno.ide msil-dns.ide msil-dnw.ide msil-doa.ide msil-dox.ide msil-dpe.ide msil-dph.ide msil-dpm.ide msil-dpo.ide
    com.sophos.intercheck: msil-dqk.ide msil-drk.ide msil-dsg.ide msil-dsh.ide msil-dsi.ide msil-dsm.ide msil-dsp.ide msil-dsx.ide msil-dtk.ide
    com.sophos.intercheck: msil-duw.ide msil-dvc.ide msil-dvd.ide msil-dvj.ide msil-dvv.ide msil-dwe.ide msil-dwi.ide msil-dwm.ide msil-dwt.ide
    com.sophos.intercheck: msili-ik.ide msili-iu.ide papra-bb.ide potao-c.ide pws-cib.ide rans-awb.ide rans-awu.ide rans-axa.ide rans-axc.ide
    com.sophos.intercheck: rans-axd.ide rans-axi.ide rans-axk.ide rans-axl.ide rans-axp.ide rans-axv.ide rans-ayg.ide rans-ayl.ide rans-aym.ide
    com.sophos.intercheck: rans-ayn.ide rans-ayu.ide rans-ayx.ide rans-ayz.ide rans-azh.ide rans-azk.ide rans-azo.ide rans-azp.ide rans-azs.ide
    com.sophos.intercheck: rans-ban.ide rans-baq.ide rans-baw.ide rans-bax.ide rans-baz.ide rans-bbh.ide rans-bbk.ide rans-bbz.ide rans-bcc.ide
    com.sophos.intercheck: rans-bce.ide rans-bcl.ide rans-bcp.ide redym-ak.ide simda-da.ide skeeya-c.ide skeeya-d.ide skeeya-h.ide symmi-ar.ide
    com.sophos.intercheck: symmi-au.ide tepfe-cl.ide tinba-ai.ide tinba-ao.ide tinba-as.ide turla-k.ide upatr-oa.ide upatr-on.ide upatr-oq.ide
    com.sophos.intercheck: upatr-ot.ide upatr-ow.ide upatr-pd.ide upatr-pm.ide upatr-pn.ide upatr-px.ide upatr-qe.ide upatr-qj.ide upatr-qr.ide
    com.sophos.intercheck: upatr-qw.ide upatr-ry.ide upatr-sa.ide upatr-se.ide upatr-sq.ide ursni-ak.ide vb-ise.ide vb-isl.ide vb-iso.ide
    com.sophos.intercheck: vb-isp.ide vbinj-lo.ide vbs-fq.ide vbs-fr.ide vbzbo-bf.ide vbzbo-bg.ide vbzbo-bj.ide vbzbo-bo.ide vbzbo-bq.ide
    com.sophos.intercheck: vbzbo-br.ide wneutr-b.ide wonto-sp.ide wonto-sx.ide wonto-tb.ide yakes-bx.ide zapcha-g.ide zbot-juk.ide zbot-jvc.ide
    com.sophos.intercheck: zbot-jvd.ide zbot-jvj.ide zbot-jvm.ide zbot-jvy.ide zbot-jws.ide zbot-jxc.ide zbot-jxg.ide zbot-jxk.ide zbot-jxn.ide
    com.sophos.intercheck: zbot-jyc.ide zegos-gu.ide
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 06:52 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 07:29 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 07:29 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 08:31 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 08:31 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 09:33 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 09:33 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 10:34 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 10:34 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 11:36 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 11:36 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 12:37 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 12:37 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 13:38 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 13:38 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012/ at 14:43 on 01 August 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: Exclusion: /Volumes/UnicronTMbackup2012 at 14:43 on 01 August 2015
    com.sophos.intercheck:

    This is where it ends and it hasn't updated since. this is info from terminal:

    Last login: Fri Jul 31 16:49:58 on console

    [UNICRON:~] mjones_old% sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

    Password:

    Sophos AutoUpdate Tool

    Version 9.2.6

    Copyright (c) 2014 Sophos Ltd. www.sophos.com

    Checking primary server...

    And it sits there.

    :1021479

  • serra wrote:

    How to Clear Autoupdate cache and force a new download

    1. Open Terminal from Spotlight:

    2. Paste in the following command and press enter:
      sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

       You will be prompted for your account password.  Type the same one you use to unlock System Preferences panels etc. - the password will not appear on screen.  Press enter once you have entered the password.

      The command will clear all of the already downloaded files in the Sophos AutoUpdate cache and force a new download.


    I have done these steps in the quote above and it does not help. 

    Terminal says "Downloading..." and it stays that way for ever.  There is no download progress.  I have done everything I've found on this subject including removing Sophos and and re-installing it.  Doing that, I get ONE download to work.  Then on the next auto-update it just shows the down arrow for ever. 

    The download box looks like this:

    Cancel Update shows this:

    If I can't correct this, I'm going to abandon Sophos as I can't trust Anti-Virus protection from a source that won't even let me manage the downloads.  I certainly don't think (at this point) that paying for added 'protection' would help.  Very frustrated!

    :1021483