Sophos for Mac on-access scanning disabled.

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hookc wrote:

Looks like I’’’’m now part of the access scan problem group. Using Mac 10.10.3, Sophos 9.2.2 and with the Yosemite update installed since it became available, no problems until today. This may have occurred once before but it’’’’s been a long time and with an earlier OS. Cannot point to any possible explanation. Ran the uninstaller, redownloaded, all seems fine now but want to share in case there’’’’s a wider issue. Thanks for helping with what is truly a great product.

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I'm sorry you are having problems - we'd love to find out what is causing it and fix it. Next time you see it, can you run some commands in Terminal and send me the results:

find /Library/Sophos\ Anti-Virus/VDL/ -type f -exec md5 '{}' \; > ~/Desktop/sav-diagnostics.log
sudo /Library/Caches/com.sophos.sau/CID/Sophos\ Installer.app/Contents/MacOS/tools/InstallationDeployer --install
tail -n 200 /var/log/install.log >> ~/Desktop/sav-diagnostics.log
find /Library/Sophos\ Anti-Virus/VDL/ -type f -exec md5 '{}' \; >> ~/Desktop/sav-diagnostics.log

We have seen an instance where the installer has been unable to write the VDL files correctly, which prevents the on-access scanner from starting. This is consistent with the symptoms described, but its hard to figure out what went wrong without more intensive diagnostics at the time it happens. This is a theory, and we are trying to prove it. The commands I've listed above will record the checksum of the existing VDL files and then attempt to invoke the installer to repair your installation. If successful, and our theory is correct, the VDL files will have been updated and the on-access scanner will start running again.

You should note that one of those commands requires sudo, and I always caution people about using sudo. The command I've given you requires sudo and is safe to use, but in general you should always be cautious.

There should be a log file created on your desktop named "sav-diagnostics.log". It may reveal if our theory is correct, and it would be helpful if you could send it to me. It would be really useful to have the log file whether it fixes the problem or not.

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hookc wrote:

Looks like I’’’’m now part of the access scan problem group. Using Mac 10.10.3, Sophos 9.2.2 and with the Yosemite update installed since it became available, no problems until today. This may have occurred once before but it’’’’s been a long time and with an earlier OS. Cannot point to any possible explanation. Ran the uninstaller, redownloaded, all seems fine now but want to share in case there’’’’s a wider issue. Thanks for helping with what is truly a great product.

---

I'm sorry you are having problems - we'd love to find out what is causing it and fix it. Next time you see it, can you run some commands in Terminal and send me the results:

find /Library/Sophos\ Anti-Virus/VDL/ -type f -exec md5 '{}' \; > ~/Desktop/sav-diagnostics.log
sudo /Library/Caches/com.sophos.sau/CID/Sophos\ Installer.app/Contents/MacOS/tools/InstallationDeployer --install
tail -n 200 /var/log/install.log >> ~/Desktop/sav-diagnostics.log
find /Library/Sophos\ Anti-Virus/VDL/ -type f -exec md5 '{}' \; >> ~/Desktop/sav-diagnostics.log

We have seen an instance where the installer has been unable to write the VDL files correctly, which prevents the on-access scanner from starting. This is consistent with the symptoms described, but its hard to figure out what went wrong without more intensive diagnostics at the time it happens. This is a theory, and we are trying to prove it. The commands I've listed above will record the checksum of the existing VDL files and then attempt to invoke the installer to repair your installation. If successful, and our theory is correct, the VDL files will have been updated and the on-access scanner will start running again.

You should note that one of those commands requires sudo, and I always caution people about using sudo. The command I've given you requires sudo and is safe to use, but in general you should always be cautious.

There should be a log file created on your desktop named "sav-diagnostics.log". It may reveal if our theory is correct, and it would be helpful if you could send it to me. It would be really useful to have the log file whether it fixes the problem or not.