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Sophos 9 causes Mavericks to freeze

symt

Hi Everyone,

I recently got the top of the line iMac, which I was very happy with.

As I was a Mac user before, I knew which software is great and Sophos Anti-Virus for Mac was one of those.

So I had Sophos installed, from the beginning and over the time I noticed one big annoying issue:

The Mac froze from time to time. Whenever the Mac was running the whole day, it wouldn't survive without a hard-reboot any day.

It always showed the same behavior:

 1. Internet connectivity drops

 2. The beachball begins to appear, when hovering some icons in the top menu bar

 3. Programs that are connected to the internet begin to freeze (beachball)

I can't open any other programs after the Mac is in that state, the only way out is a hard reboot.

One of the last entries in the console after such a freeze is always from Sophos, like:


 

30.11.13 13:41:04,607    SophosWebD[106]    <SMENode: 0x7fedaac7a6d0> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
30.11.13 13:42:16,742    SophosWebD[106]    <SMENode: 0x7fedac51d7d0> localNode csc:2ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
30.11.13 13:43:34,626    SophosSXLD[107]    20131130 124334.626 P       107 T      1522 ------ 2             - Warning: EARLY TIMEOUT: dns context 31 has 9568 ms before it should time out\n
30.11.13 13:43:36,420    SophosSXLD[107]    20131130 124336.419 P       107 T      1522      2 2   - sxe_write_to(): Error writing to socket=7: (64) Host is down
30.11.13 13:43:36,420    SophosSXLD[107]    20131130 124336.419 P       107 T      1522 ------ 1   - Failed to send SXL request 4097: error=ERROR_INTERNAL
30.11.13 13:44:37,225    SophosSXLD[107]    20131130 124437.224 P       107 T      1522 ------ 2             - Warning: EARLY TIMEOUT: dns context 29 has 9275 ms before it should time out\n
30.11.13 13:44:38,652    SophosSXLD[107]    20131130 124438.652 P       107 T      1522      2 2   - sxe_write_to(): Error writing to socket=7: (64) Host is down
30.11.13 13:44:38,652    SophosSXLD[107]    20131130 124438.652 P       107 T      1522 ------ 1   - Failed to send SXL request 4097: error=ERROR_INTERNAL
23.11.13 11:48:54,983    SophosWebD[92]    <SMENode: 0x7fa7a141c300> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
23.11.13 11:53:45,719    SophosWebD[92]    <SMENode: 0x7fa7a4500160> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
23.11.13 11:53:45,727    SophosWebD[92]    <SMENode: 0x7fa7a400c410> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
23.11.13 11:53:45,735    SophosWebD[92]    <SMENode: 0x7fa7a444acd0> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
23.11.13 12:16:44,382    SophosWebIntelligence[92]    tcp_connection_destination_prepare_complete 6783 connectx to IP_REMOVED_BY_ME#80 failed: 65 - No route to host
23.11.13 12:16:44,382    SophosWebIntelligence[92]    tcp_connection_handle_destination_prepare_complete 6783 failed to connect
23.11.13 12:28:19,935    SophosSXLD[107]    Unusable network configuration, sxl daemon is not listenning for queries.
23.11.13 12:28:19,937    SophosSXLD[107]    daemon is running
23.11.13 12:28:21,593    SophosSXLD[107]    Unusable network configuration, sxl daemon is not listenning for queries.
23.11.13 12:28:24,000    kernel[0]    Notice - new kext com.sophos.kext.sav, v9.0.53 matches prelinked kext but can't determine if executables are the same (no UUIDs).
23.11.13 12:28:25,373    SophosAutoUpdate[112]    AlreadyRegistered
23.11.13 12:28:25,857    SophosSXLD[107]    Unusable network configuration, sxl daemon is not listenning for queries.
23.11.13 12:28:25,857    SophosSXLD[107]    Unusable network configuration, sxl daemon is not listenning for queries.
23.11.13 12:28:25,860    SophosSXLD[107]    Unusable network configuration, sxl daemon is not listenning for queries.
23.11.13 12:28:25,869    SophosSXLD[107]    sxl started
23.11.13 12:28:25,870    SophosSXLD[107]    sxl configuration succeeded
23.11.13 12:28:28,000    kernel[0]    Sophos Anti-Virus on-access kext activated
23.11.13 12:28:59,660    SophosWebD[106]    <SMENode: 0x7ff010d031e0> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
...
23.11.13 12:29:24,610    SophosWebD[106]    <SMENode: 0x7ff012a1e070> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
23.11.13 12:29:26,116    SophosWebD[106]    <SMENode: 0x7ff01290e8d0> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
23.11.13 12:29:26,123    SophosWebD[106]    <SMENode: 0x7ff0128550f0> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=54 "Der Vorgang konnte nicht abgeschlossen werden. Verbindung wurde von der Gegenstelle zurückgesetzt"
23.11.13 12:29:26,130    SophosWebD[106]    <SMENode: 0x7ff010c1e1f0> localNode csc:1ERROR! encountered an error while writing to outputstream| error:Error Domain=NSPOSIXErrorDomain Code=32 "Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe"
...

   ("Der Vorgang konnte nicht abgeschlossen werden. Defekte Pipe" means "The operation couldn't be completed. Broken pipe.")

I was hoping desperately, that Sophos isn't the root cause for that freeze-behavior. I tried to remove it completely, and then re-installed again - this did not solve the issue. I then completely removed Sophos again, this appeared to be the solution. Sophos is gone, and I'm not experiencing the freezes anymore.

I'm now using a different Mac AV product, not from Sophos (:smileysad: which I'm not too happy about).

So my question: Has anyone experienced the same behavior, is this a known issue?


Another thing I'm not too happy about, is that there are still residues from the Sophos AV on my system.

For example, I'm getting those errors in the console:

08.12.13 15:08:11,860 com.apple.security.XPCKeychainSandboxCheck[1735]: Can't get sandbox fs extension for /Library/Sophos Anti-Virus/Sophos.keychain, status=-1 errno=No such file or directory ext=(null)
08.12.13 15:08:11,860 com.apple.security.XPCKeychainSandboxCheck[1735]: Can't get sandbox fs extension for /Library/Sophos Anti-Virus/Sophos.keychain, status=-1 errno=No such file or directory ext=(null)
08.12.13 15:12:31,672 com.apple.security.XPCKeychainSandboxCheck[1973]: Can't get sandbox fs extension for /Library/Sophos Anti-Virus/Sophos.keychain, status=-1 errno=No such file or directory ext=(null)
08.12.13 15:12:31,672 com.apple.security.XPCKeychainSandboxCheck[1973]: Can't get sandbox fs extension for /Library/Sophos Anti-Virus/Sophos.keychain, status=-1 errno=No such file or directory ext=(null)
09.12.13 14:06:40,338 com.apple.security.XPCKeychainSandboxCheck[280]: Can't get sandbox fs extension for /Library/Sophos Anti-Virus/Sophos.keychain, status=-1 errno=No such file or directory ext=(null)
09.12.13 14:06:40,338 com.apple.security.XPCKeychainSandboxCheck[280]: Can't get sandbox fs extension for /Library/Sophos Anti-Virus/Sophos.keychain, status=-1 errno=No such file or directory ext=(null)
...

  And there is a keychain access object, which is read only and can't be removed at all!

  I tried everything - also from /System/Library/Keychains I can't remove it, as it's not listed.

Does anyone know, how to remove those leftovers?

Many thanks & best regards,
symt

 

:1014893


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  • 0

    Hi, I'm experiencing the same issue as many others here. Non-responsive computer. Cursor can move around but as beachball but unable to click or option click on anything, clock still works, force shutdown necessary.

    :1017227
  • 0

    "me too"

    Sophos 9.0.8

    Threat detection engine: 3.50.1

    Threat data&colon; 4.98

    I'm going to attach some Console readings that start roughly at the time of freezing.

    Thanks!

    :1017255
  • 0

    Hi Everyone,

    We have looked into the stalling problem and we have some suspicions as to what is causing it. But we need some help to confirm if our suspicions are correct, so for anyone that is affected by the problem, please add the following to the on-access scanner's exclusioned items list:

    /Volumes/MobileBackups/

    If we can get some positive feedback on this issue, we can prepare to make the change in code for a future release.

    Thanks!

    Victor

    Software Engineer @ Sophos

    :1017291
  • 0

    I'd love to help, but running into an issue adding that to my exclusions list.

    /Volumes/ is a hidden directory.  So going through the motions of Sophos > Open Preferences > On-access Scanning > then trying to add to the excuded items, i don't see hidden directories as an option to select.

    Even when I enable hidden directories to be shown in finder using 'defaults write com.apple.finder AppleShowAllFiles TRUE', i still don't get the option to see hidden options in within the excluded items chooser.  Is there another way I can specify that to Sophos?  Through a file in /Library/ or something?

    :1017293
  • 0
    tonywhite wrote:

    I'd love to help, but running into an issue adding that to my exclusions list.

    /Volumes/ is a hidden directory.  So going through the motions of Sophos > Open Preferences > On-access Scanning > then trying to add to the excuded items, i don't see hidden directories as an option to select.

    Even when I enable hidden directories to be shown in finder using 'defaults write com.apple.finder AppleShowAllFiles TRUE', i still don't get the option to see hidden options in within the excluded items chooser.  Is there another way I can specify that to Sophos?  Through a file in /Library/ or something?

    Hi tonywhite,

    You should be able to type the exclusion into the list. Instead of clicking Choose, click the + button and it should add a new entry to the list, where you can type it in. Please post back if you have any problems!

    Thanks!

    Victor

    :1017295
  • 0

    Neither could I see /Volumes/ 

    Sophos allowed me to type the exclusion w/o selectinit from the Mac 

    sophos.png 

    :1017299
  • 0

    Maybe I spoke too soon.  Turns out I'm running Sophos 8.0.23, not version 9.  Maybe that's why I can't type it in?

    I'm on a work-issued computer, and I'm guessing this isn't the 'Home Edition' of anti-virus.  I'm assuming I should go through my department's IT department to upgrade to version 9 before continuing with this troubleshooting.

    :1017301
  • 0

    I thought it was a Chrome issue too.

    There's a discussion thread on there 

    https://code.google.com/p/chromium/issues/detail?id=364963&q=freezes%20mavericks&colspec=ID%20Pri%20M%20Iteration%20ReleaseBlock%20Cr%20Status%20Owner%20Summary%20OS%20Modified

    But when I uninstalled Chrome and just used Firefox... the issue still appeared but with less frequency.

    It happened again. Exactly 9 minutes. I just let it resume responsiveness this time without force shutting down.

    Sophos seems to be running a bunch of stuff for the hour before.

    I've attached a Console reading of what happened before the freeze. Please scroll down to 12:49am. 

    :1017303
  • 0

    Thanks, Sandy.

    Does the fact that I'm running the small business edition change anything about how I could add a hidden directory to the excluded items list?  I click on the [+] to add an item, but get shown a Finder-style window for choosing windows.  It is not apparent how to get focus on a blank spot of the listings for me to manually type out the excluded directory. 

    :1017311
  • 0
    lumberjackjim wrote:

    I thought it was a Chrome issue too.

    There's a discussion thread on there 

    https://code.google.com/p/chromium/issues/detail?id=364963&q=freezes%20mavericks&colspec=ID%20Pri%20M%20Iteration%20ReleaseBlock%20Cr%20Status%20Owner%20Summary%20OS%20Modified

    But when I uninstalled Chrome and just used Firefox... the issue still appeared but with less frequency.

    It happened again. Exactly 9 minutes. I just let it resume responsiveness this time without force shutting down.

    Sophos seems to be running a bunch of stuff for the hour before.

    I've attached a Console reading of what happened before the freeze. Please scroll down to 12:49am. 

    Hi lumberjackjim,

    What kind of Mac do you have? And when the issue happened, I assume Chrome was already uninstalled?

    Thanks!

    Victor

    :1017313
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