This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Update Version 8.5.2765 Broke The Leftside Navigation Menu (Android Lollipop 5.0.2)

After Sophos Mobile Security was updated to version 8.5.2765 in my Android 5.0.2 device (Mobile Model: Swipe Elite Plus; Country: India), I am unable to access any of the items under the Navigation Menu on the left.

I am unable to access any items listed under Live Protection, Security Tools or Miscellaneous. When I select any item (for example: Settings), a screen overlay message pops up, which says

" You can use this feature as soon as the database has been initialized. This might take a minute. "

I have tried the following, with no success:

1) Waited for more than a hour for the said database to initialize

2) Closed and opened the app.

3) Cleared the App's cache.

4) Switched Off/On my phone.

5) Verified Sophos still has Device Administrator privileges.

6) Verified Accessibility Service is ON for Sophos.

7) Verified Sophos is selected under "Apps with Usage Access"

Any help would be appreciated.

Thanks in Advance!

Siva

This thread was automatically locked due to age.

Parents

0 David B over 6 years ago

Please attach the log to this post, go to Settings, at the bottom there is the "Send trace" option.
Cancel
Vote Up 0 Vote Down

Cancel
0 Sivabhaskar S over 6 years ago in reply to David B

There is another log file named com.sophos.smsec.trace.sophos.log.

This file is 6.3 MB large, whereas your website restricts upload file sizes to 1024 KB.

I am unable to copy+paste the content in a reply either. It has a total of 59,608 lines. I am able to paste it in a reply, but clicking the Post button in the reply page is taking a very long time without success.
Cancel
Vote Up 0 Vote Down

Cancel
0 Gowtham Mani over 6 years ago in reply to Sivabhaskar S

Hi Sivabhaskar S,

I don't find any leads in the logs that have been uploaded here. It would really help if you could try reinstalling it once and if we are still facing the same issue we can moved forward with the fresh set of logs.

Regards,

Gowtham Mani
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel
0 Sivabhaskar S over 6 years ago in reply to Gowtham Mani

Okay, I will give it a try.

But before I do so, like I had asked before, is there a way to backup the phone numbers I have in the Sophos's call blocking list? I have around 25 of them.
Cancel
Vote Up 0 Vote Down

Cancel
0 Sivabhaskar S over 6 years ago in reply to Sivabhaskar S

David/Gowtham -- The reinstall worked.

But it really sucks that Sophos does not have an option to backup the list of blocked phone numbers. I had to spend around a couple of hours for noting down all the numbers in the blocked numbers list and then for adding them back again after the reinstall. This was such a waste of time and energy.

Please see to that you incorporate a backup option into Sophos Mobile security for the blocked numbers list.
Cancel
Vote Up 0 Vote Down

Cancel
0 David B over 6 years ago in reply to Sivabhaskar S

Thaks for the feedback, it makes sense.
Cancel
Vote Up 0 Vote Down

Cancel
0 Gowtham Mani over 6 years ago in reply to Sivabhaskar S

Hi Sivabhaskar S,

Thanks for the update, please post the suggestion in our ideas page it will be taken into consideration if we get enough votes for it.

Regards,

Gowtham Mani
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel
0 Sivabhaskar S over 6 years ago in reply to Gowtham Mani

Hi Gowtham,

I already posted one on the same day I had replied you/David on this thread. After I posted it, the message on the page said that the idea was being processed and that it will appear on the site shortly. Unfortunately, it looks like it had not gone through properly (or had gotten deleted for some strange reason).

Anyway, I have posted one today. Hopefully you and David can vote (or are you guys not allowed to do so?) for it to increase the vote count to 3 :)

Thank you to the both of you for the support.

Siva.

Here it is:

ideas.sophos.com/.../35230546-need-option-to-backup-all-blocked-numbers-under-ca
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 Sivabhaskar S over 6 years ago in reply to Gowtham Mani

Hi Gowtham,

I already posted one on the same day I had replied you/David on this thread. After I posted it, the message on the page said that the idea was being processed and that it will appear on the site shortly. Unfortunately, it looks like it had not gone through properly (or had gotten deleted for some strange reason).

Anyway, I have posted one today. Hopefully you and David can vote (or are you guys not allowed to do so?) for it to increase the vote count to 3 :)

Thank you to the both of you for the support.

Siva.

Here it is:

ideas.sophos.com/.../35230546-need-option-to-backup-all-blocked-numbers-under-ca
Cancel
Vote Up 0 Vote Down

Cancel

Children

No Data