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Sophos 9.9.6 on Mac Catalina 15.2 Will Not Stop Downloading

It's been 4 hours now, and it's hanging up my system.

I tried the suggested command :

sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

And got back "No such folder: /usr/bin/SophosUpdate"

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0 Shweta over 4 years ago

Hi Cassandra Chaya Khan

Would you please provide more details about the issue you are facing? An error screenshot would be more helpful. Also, are you seeing this issue only on a single machine?

Shweta

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0 Cassandra Chaya Khan over 4 years ago in reply to Shweta

Hello Shweta,

This morning when I woke up my computer and logged in, the Sophos icon started showing it was downloading in my Mac's menu bar. The download icon shows a little animation with an arrow scrolling down. It's been 8 hours and it has not stopped. When I log into my Sophos home account, it says everything is OK:"This device is secured"

I don't know if the file is being blocked, is stuck at some 99.9% download, or if there is something blocking the download. Or is the continually-scrolling arrow in the menu bar a new feature of version 9.9.6 ?, because it's slowing my computer down a good bit.

I am using a MacBook Pro with Catalina 10.15.2
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0 Cassandra Chaya Khan over 4 years ago in reply to Cassandra Chaya Khan

I just talked to customer support on the Sophos Home Website, and they said:

The downloading animation isn't a feature in Sophos Home 2.2.6 which is the latest version.

Has the animation persisted through a restart of the computer?
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0 Jasmin over 4 years ago in reply to Cassandra Chaya Khan

Hi Cassandra Chaya Khan

As you have Sophos Home installed on your MAC, Sophos home support team will be a better judge of the situation. Sophos Anti-Virus for MAC v9.9.6 is the commercial version, not a Sophos home version. Sophos home 2.2.6 is the latest version for MAC in Sophos home.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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