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Well, Sophos Sure is LAME

Everton

First it was great. I had a threat. It quarenteened it. I clicked the lock, entered my password, and it was removed!

HOWEVER

I need to temporarily remove Sophos so I can download a video game. Guess what? Password doesn't work. All TEN MILLION I tried.

I read that it's the APPLE password Sophos wants. Hmm. I used that. DOESN'T WORK. I changed my Apple password. Doesn't work.

I emailed Sophos. How can I get the password to help me remove Sophos? Their answer? Go to the forums.

I went to the forums. The forum is filled with people saying their password doesn't work, and Sophos dummies answering with mealy-mouthed non-answers.

I emailed back to Sophos. They said "Here's a link that will help." A LINK TO THE FORUMS!

They're response to my next question? "Hey, that's the best we can do."

Now I have another threat, and I can't remove it from the dock because NO FREAKING PASSWORD WORKS, and SOPHOS ARE TOO STUPID

OR CORRUPT TO SEND ANOTHER ONE.

I have gone from telling people how great this is to now devoting my life to bringing Sophos down. 

DIE SOPHOS! DIE DIE DIE.

Can anybody tell me how to get a new password? THAT WORKS?

PS, DIE SOPHOS SCUM AND IDIOT 'HELP'

:1020910


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  • 0

    Hey Everton,

    Sorry you're having so much trouble, I will try my best to get you up and running again. 

    Based on your message, I think there's two possible causes to your uninstall blues:

    1. The user you are logged in with does not have admin privledges 

    2. You are using a managed version of Sophos Antivirus that requires a tamper protection password to uninstall

    Since you said you've confirmed / changed the user password, which you will be prompted for during the uninstall, I believe what you said - that you're using the correct password. This is what leads me to belive that the user account you are using might not have admin privledges. In fact, I just tested this out here. On my Mac I have two accounts - "serra" - who has admin privledge and "oliver" who is just a standard user. 

    When I'm logged in as Oliver and I try to uninstall, the app shudders like I've given it an incorrect password (even though I *know* it's the correct password.) When I am logged in as Serra, the uninstaller runs without issue. It really should come back with an "insufficient privleges" message, but unfortunately it doesn't at the moment.

    To check this, just open up System Preferences > Users and Groups

    If this is the case for you, you have a couple options. The easiest would be logging into your Mac with an admin account, and running the uninstaller that way. Another option would be, when you are prompted for the password to uninstall, provide the credentials for a user who has admin privledges on this Mac. 

    I hope that is helpful - I have a couple more suggestions but I'm pretty hopeful this is what's happening for you. Good luck, and let me know how it goes. 

    :1020914
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    Ps. I know I didn't elaborate on theory #2 I mentioned above yet. I am pretty hopeful your issues will be solved by making sure you have admin rights, but we can dig deeper into this if need be.

    :1020915
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    That looks hopeful. I'll try, and thanks for the response. Hopefully I can come back and apologize 

    :1020916
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    This is Mac asking for the password, not Sophos! 

    I thought it was Sophos, and then Sophos wouldn't give me my password or accept my changed password.

    I have no other user option on my Mac than myself, and though I just changed my password the other day,

    it is not accepting that; it shakes. 

    Question. When it mentions 'hint' is it throwing me a rope?

    :1020918
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    Can you send me a screenshot of your Users & Groups preferences page? (Here's tips on how to do the screenshot just in case) 

    You can find the panel under System Preferences > Users and Groups. 

    Also, you can email me directly (serra at sophos dot com) if you don't want to post it here.

    And you're right, the "hint"  is bascially "throwing you a bone" to help you remember what your password is. But if you're account isn't an admin account, it won't work even if you put the correct password. 

    Thanks again for your patience on this, I'm around for a few more hours today so hopefully we can get this sorted asap.

    :1020920
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