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How do I contact Sophos for bug existing 4+ years (!) in free Home Edition? Why don't they read the Free Tools forum? No support is one thing, ignoring a major bug is a big deal.

Bug ID's in 2012, 2014, me yesterday. All three have received no on-topic solution. Free Tools Home Edition Version (mine is V9.5.4). NO one can MANUALLY DRAG files from QM for manual clean. How to l contact Sophos? Software says can't do it automatically.

If I can't manually remove a list if files, I need to find a new program that does.

I understand this is a free product, so I posted the question in the free tools forum. Mine not answered, or the same question of others' from 2 and 4 years ago. I don't understand how they could not know after 4 years, and then not fix it?

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0 Aditya Patel over 7 years ago

Hi Chris,

Do you have a BUG ID we could check ? or a Feature requested?

Regards,

Aditya Patel
Global Escalation Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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0 Chris G over 7 years ago in reply to Aditya Patel

Hi,

No error message was ever displayed, so there is no way I could have a BUG ID (first time I heard of this as well). It is not a feature to be requested. It is a basic function that cannot be filled. It is a bug.

Simply, it won't move files from the quarantine manager to anywhere. Files can't be selected or moved at all. I have a set of files that says it can't clean up and needs to be done manually. Instructions to do that include copying the offending files from the QM to a custom scan. I created the custom scan, but it has no files, and there is no way to follow the Help instructions because it says to copy files from the QM to the custom scan box.

This exact same issue was mentioned here TWICE, once in 2012, again in 2014. Neither post had on topic replies, and thus no fix! So it's not a feature request. Itr is a request to fix something, from four years ago.
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0 Aditya Patel over 7 years ago in reply to Chris G

HI Chris,

We would request you to submit the file as a Sample to our LABS for analysis .

Go to our website https://secure2.sophos.com/en-us/support/contact-support.aspx and click on option to submit a Sample . This would help us analyse the attachment and improve our product to counter such issues.

Regards,

Aditya Patel
Global Escalation Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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0 Chris G over 7 years ago in reply to Aditya Patel

But it's not the file(s) that are the problem. It's the interface. NO file will copy, so the actual file is not relevant. Several people say they have the same problem, in three different threads.

Here is one thread where several people report the problem, even mentioning various files (which are not relevant!).

https://community.sophos.com/products/free-antivirus-tools-for-desktops/f/sophos-anti-virus-for-mac-home-edition/80333/item-status-automatic-cleanup-was-not-successful-manual-cleanup-is-required

Here is my original thread, still unanswered:

https://community.sophos.com/products/free-antivirus-tools-for-desktops/f/sophos-anti-virus-for-mac-home-edition/84381/can-t-drag-file-from-quarantine-manager-to-custom-scan-list-so-can-t-do-manual-cleanup
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