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Problems re-installing SAV under Mac OSX 10.11

FormerMember
FormerMember

Hello,
I'm trying to re-install Sophos Anti-Virus Endpoint (Version number 9.2.4), which I downloaded from my university's website.
I previously had it installed, but it somehow disappeared (at least I can't remember removing it), maybe during an update to OSX 10.11.
However, installation fails with "The installation failed. The software was not installed successfully. Remove the software and re-install." I already tried a couple of things:
- Following www.sophos.com/.../120838.aspx I used the removal tool www.sophos.com/.../121206.aspx
- I tried removing the unsuccessful install from the terminal, see www.sophos.com/.../14179.aspx
- I also tried everything in community.sophos.com/.../8324

However the problem persists. I would appreciate any help.
Thank you,
Jan



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  • 0

    Hi Jan,

    Do you know what version you had installed before?Can you actually see the app under "/Applications/Sophos Anti-Virus", if so can you launch it?

    Do you have the folder "/Library/Sophos Anti-Virus/" and also any logs under "/Library/Logs/Sophos***" ?

    All these might point us in the right direction for future steps.

    Thanks,

    Voicu.

Reply
  • 0

    Hi Jan,

    Do you know what version you had installed before?Can you actually see the app under "/Applications/Sophos Anti-Virus", if so can you launch it?

    Do you have the folder "/Library/Sophos Anti-Virus/" and also any logs under "/Library/Logs/Sophos***" ?

    All these might point us in the right direction for future steps.

    Thanks,

    Voicu.

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  • FormerMember
    0 FormerMember in reply to VoicuChirtes

    Hi Voicu,

    thanks for your reply and sorry for coming back to you so late.

    Regarding your questions:
    1) There is no folder "Sophos Anti-Virus" under "/Applications"
    2) The folder "/Library/Sophos Anti-Virus/" exists, and contains six folders, including "SophosAntiVirus.app" which I tried to start with start from the terminal with "open SophosAntiVirus.app". This failed with error -10810.
    3) There are no logs from Sophos under "/Library/Logs/"

    I hope this can clarify my problem...
    I attached my install.log from the failed install.

    Best regards and many thanks again,

    Jan

    install.log removed

  • 0 in reply to FormerMember

    HI Jan,

    This appears to be a permission issue. Could you please provide the Terminal output of "ls -la" for the "/usr", "/usr/local/bin" and "/usr/bin" folders

    Also, do you know what Sophos version you had previously and what version you are trying to install now?

    Thanks

    V

  • FormerMember
    0 FormerMember in reply to VoicuChirtes

    Hi Voicu,

    I attached a file ("ls_la.txt") including the rather lengthy output of ls -la of the three directories you mentioned.

    I do not know which version of SAV Endpoint I had installed, but now I try to install version 9.2.4.

    I hope that helps, thank you and best,

    Jan

    ls_la.txt removed

  • 0 in reply to FormerMember

    Hi Jan,

    I think that this is a permission issue. We had this resolved in version 9.4.1 and later (not 9.2 or 9.3 versions). Your options would be:

    -get a 9.4.1 installer or later (recommended option)

    -reset the permission on /usr/local, but this might break other applications dependent on this folder permissions.

    Let us know how this goes for you

    Cheers,

    Voicu.

  • FormerMember
    0 FormerMember in reply to VoicuChirtes

    Hi Voicu,


    I obtain the installer (and updates) via my university. They now provide version 9.2.10 instead of 9.2.4, which probably won't do the trick either, as you say.

    I'll try and ask if they can provide version 9.4+.

    In case they can't: What should the permissions for /usr/local be for the SAV installer to work? Why should extended permissions break anything, as long as I don't change the owner? I get that extended permission are a security issue...

    However, if anything breaks I can simply undo the change in permissions, right?

    Thanks again,

    Jan

  • +1 in reply to FormerMember

    Hi Jan

    Sorry, I think I didn't explained my previous answer that well. The owner would need to be changed. The ownership should show be root:wheel. This is what our installer is expecting and verifies for.

    Manually changing the ownership might work, but like I said it may break other software you have dependent on that. 

    In our v 9.4+ we've fixed this and that is why I suggested that as best approach.

    Hopefully this helps.

    Good day,

    Voicu

  • 0 in reply to VoicuChirtes

    Hello,

    I have the same problem.

    I am unable to uninstall Sophos from one of our computers.

    Sophos agent is 9.4.3 on Mac os X 10.10.5.

    Ownership on /usr, /usr/local/bin and /usr/bin are root:wheel.

    Do you have an idea to reinstall the agent ?

    Thanks for your help,

  • FormerMember
    0 FormerMember in reply to VoicuChirtes

    Hi Voicu,

    two weeks ago I finally got a SAV 9.4.3. installer from my university.

    Indeed the problem was resolved with this version.

    Thanks again and best regards,

    Jan

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