BIG SUR INSTALL - UNABLE install

Hi Jason,

Sorry to hear you're having issues installing, we'd love to take a closer look and see what the problem is.

We'd usually ask for an SDU but without the product installed that won't work.

If you could zip up our diagnostics logs and share them with DropBox or OneDrive or something similar that would be great. You can DM me the link and I'll get them to an engineer for analysis.

The diagnostics files can be found here:

/Library/Logs/SophosDiagnostics*

www.dropbox.com/.../SophosDiagnostics.1.gz

Hi Jason,

I have looked at the Diagnostics log you uploaded and it ends abruptly while starting the install.

Could you please zip up any crash logs you find and share them with dropbox.

The crash logs end with .crash and are located in /Library/Logs/DiagnosticReports/

Hi Jason,

I have looked at the Diagnostics log you uploaded and it ends abruptly while starting the install.

Could you please zip up any crash logs you find and share them with dropbox.

The crash logs end with .crash and are located in /Library/Logs/DiagnosticReports/

https://www.dropbox.com/sh/kc3ouemdbltvm7k/AABugO3rjAsduZilItQIrRTda?dl=0

thank you so much - any other info you need please let me know so i can help test once downloaded and installed

Do you have any more SophosDiagnostics.x.gz files?

The spin dumps indicate that a number of attempts to install were performed and that some of them resulted in error messages while the spin dump was gathered. Not much other useful information was available. The list of files indicates that none of the Sophos processes crashed.
Specifically what is missing is any logging from the "com.sophos.bootstrap.helper process". The end of the first file you uploaded "SophosDiagnostics.1.gz", indicates that the process was reported to be started but there is no logging from the "com.sophos.bootstrap.helper" process.

We may be able to get more diagnostics from the UI if you run it as a root process.
Try running the Installer from the terminal using a command such as the following and then uploading the SophosDiagnostic.* files.

sudo ~/Downloads/SophosInstall/Sophos Installer.app/Contents/MacOS/Sophos\ Installer