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Sophos Won't Update, Scan, or Show Up in Menu Bar

Paradox11

I noticed today that the Sophos icon wasn't showing up in my menu bar, so I opened Sophos from Search. I clicked "Show Status in Menu Bar" and nothing happened. I thought something about the preferences might be off, so I tried to open the preferences, but a message came up saying "Sophos Anti-Virus Preferences Error: Configuration daemon is not running." Then I tried to run a scan and it seems to be stuck on "Calculating." I clicked "Stop Scan" and nothing happened. "Update Now" and "Cancel Update" are grayed out.

I opened up "About Sophos Anti-Virus" to see what version I was on and what the last update was, but this came up:

"About Panel Product Name

About Panel Version UNKNOWN

Threat detection engine: (null)

Threat data: (null)

Protects against 0 threats"

What can I do to get SAV working again? I don't want to be vulnerable to malware.

If it's any help, I'm using OSX 10.6.8.

Edit: I forgot to mention that I restarted my computer and this is still happening.

Edit: I'm trying to run "Remove Sophos Anti-Virus" and it seems stuck in the "Removing" phase. It's been about 10 minutes since I started the program. Is this normal? It's not saying that it has failed or succeeded. It's just stuck. I read a post from someone with a similar issue who said that reinstalling fixed the problem. I can't do that unless I can uninstall SAV. Please help.

Edit: Okay, Remove Sophos Anti-Virus finally finished and said it was successful. I checked Applications and SAV isn't there any more. But when I ran the installer to re-install it I got this: 

"The installation failed.

The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance."

Why is it failing? Now I'm stuck with no SAV.

Edit: The version of SAV I was trying to install was downloaded from my university. Since it wasn't working, I decided to try to install the SAV for Mac 9.1 preview mentioned here (openforum.sophos.com/.../18025). That was successful. However, I clicked Update now and got a message saying "Could not contact secondary server."

This is what About Sophos Anti-Virus says now:

"Sophos Anti-Virus

Home Edition version 9.1.5

Threat detection engine: 3.53.1

Threat data: 5.0

Protects against 6798554 threats"

How can I get the updating to work? Is my computer safe for now?

:1018897


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  • 0

    I'm in an identical situation (10.6.8, university-provided verison of Sophos) - very curious if you ever resolved this.

    :1020137
  • 0

    Hi Sandy,

    I can't actually even tell - the "about" popup just produces a blank-panel message. 

    :1020142
  • 0
    Paradox11 wrote:

    Edit: The version of SAV I was trying to install was downloaded from my university. Since it wasn't working, I decided to try to install the SAV for Mac 9.1 preview mentioned here (openforum.sophos.com/.../18025). That was successful. However, I clicked Update now and got a message saying "Could not contact secondary server."

    You previously had a version of the software that is not the Home Edition (I know this because only the other versions support a secondary server). You still have some old configuration files. Run the remove tool, and delete any files in /Library/Preferences that start with "com.sophos". You'll need administrator priviliges to do this. Then install the Home Edition product.

    Paradox11 wrote:

    This is what About Sophos Anti-Virus says now:

    "Sophos Anti-Virus

    Home Edition version 9.1.5

    Threat detection engine: 3.53.1

    Threat data: 5.0

    Protects against 6798554 threats"

    How can I get the updating to work? Is my computer safe for now?

    This is quite an old version, you should download and install the latest (9.2.2) from our website. Your computer is not receiving the latest threat detection data which means you aren't as protected as you should be.

    :1020146

    ---

    Bob Cook (bob.cook@sophos.com) Director, Software Development

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