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Never could install the app

Tony Criswell

After reading some favorable reviews, I wanted to try Sophos Home on my Mac. I have to say that I don't remember ever having so much trouble trying to install an app.

Here's the process I have (unsuccesfully) tried:

1. Created and verified an account. When I logged in, it took me to a white screen and nothing ever happened. I had the same experience on Safari, Opera and Chrome browsers. I live in Thailand, so I tried it with a US VPN. Same thing. Never could get to the download page.

2. Went to a Windows PC that I have access to and logged in. It gave me the option to get a link for other computers, which I did. I copied and went to this link in Opera on my Mac and was able to download the Mac installer. I unzipped it and ran the installer app. The icon bounced in the dock for a couple of minutes and then stopped without opening. I right-clicked the icon and it told me the app had stopped responding and I had to force quit. This happened every time I tried to open it. I had uninstalled AVG Antivirus (using the AVG uninstaller) before trying to install Sophos.

3. Tried to get support for the install problems, but there was no email support for home edition. I can understand this, but I would think it would be to Sophos' benefit to at least provide support through installation.

From reading the post on the Home for Mac vs. Anti-Virus for Mac Home Edition, it looks like I'm trying to install the cloud edition. I'm not going to need to use the benefits of a cloud app, so I would be OK with the stand-alone, if I could get a link to that.

Any help would be appreciate because I'm almost ready to throw in the towel.

Thanks.



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  • 0

    It seems like the installer is having issues accessing the Sophos site to pull the install files.

    The blank white screen when logging in seems to reflect a access issue as well.

    Are you behind a firewall or proxy on the Mac?

    Regards,
    Bohdan

  • 0 in reply to Bohdan.S
    Thanks, Bohdan. When I check the Safari error console messages, I see the following for cloud.sophos.com/.../home. I seem to be able to get to any other sophos.com website that I try to reach. Failed to load resource: The certificate for this server is invalid. You might be connecting to a server that is pretending to be “cloud-assets.sophos.com” which could put your confidential information at risk. Failed to load resource: The certificate for this server is invalid. You might be connecting to a server that is pretending to be “cloud-assets.sophos.com” which could put your confidential information at risk.
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  • 0 in reply to Bohdan.S
    Thanks, Bohdan. When I check the Safari error console messages, I see the following for cloud.sophos.com/.../home. I seem to be able to get to any other sophos.com website that I try to reach. Failed to load resource: The certificate for this server is invalid. You might be connecting to a server that is pretending to be “cloud-assets.sophos.com” which could put your confidential information at risk. Failed to load resource: The certificate for this server is invalid. You might be connecting to a server that is pretending to be “cloud-assets.sophos.com” which could put your confidential information at risk.
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