Guest User!

You are not Sophos Staff.

Thread Info
  • State Verified Answer
  • Locked Locked
  • Replies 15 replies
  • Subscribers 6 subscribers
  • Views 16140 views
  • Users 0 members are here
Options
Suggested
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

Quarantine Manager will not unlock

AMCarter3

Sophos noitfied me today that a piece of malware <Mal/Iframe-W> had arrived as an attachment to an email. However, when I opened the Quarantine Manager to manaually delete it, I could not get the QM to unlock. When I click on the lock icon, it just blinks and does not "open". Any suggestions?  

Sophos AV Ver. 8.0.6

:1009100


This thread was automatically locked due to age.
  • 0

    I have the same problem

    Version 8.0.6C

    OS X 10.8 (12A269)

    :1009126
  • 0

    Same problem here.  Are we all on Mountain Lion?  That's when the problem started for me.

    :1009130
  • 0

    As indicated in my original post on this topic, I am on Lion (10.7.4).

    :1009132
  • 0

    This issue is occurring on all 3 of the laptops in our home. All are running 10.7.4 (Lion).

    :1009134
  • 0

    Is there any non-standard software you've installed on all 3 laptops that operates at the system level (other than Sophos)?

    Is there anything in the System log or Sophos log in console.app surrounding the time you clicked the lock?

    :1009146
  • 0

    same problem here, after updating to mountain lion, the sophos AV detects malware or threats, but i'm unable to unlock the quarantine manager to delete the threats. hope there's some fix or one coming soon to solve this issue.

    :1009148
  • 0

    Andrew, what do you mean by "non-standard" software? That's a pretty broad term.

    And... I glanced at my System log but am not sure what to look for. While the log was visible, I clicked on the lock in the Quarantine Mgr. Here's what shows up. Does any of it suggest anything useful?

    System Log:

    Aug 11 00:07:55 Mac-MBPro com.apple.launchd.peruser.501[490] (com.sophos.uiserver[45465]): Exited: Killed: 9
    Aug 11 01:00:33 Mac-MBPro SophosAntiVirus[80]: reloading scheduled scans...
    Aug 11 03:35:02 Mac-MBPro SophosAntiVirus[80]: reloading scheduled scans...
    Aug 11 06:32:51 Mac-MBPro SophosAntiVirus[80]: reloading scheduled scans...
    Aug 11 07:37:42 Mac-MBPro com.apple.launchd.peruser.501[490] (com.sophos.uiserver[48650]): Exited: Killed: 9
    Aug 11 11:39:37 Mac-MBPro com.apple.launchd.peruser.501[490] (com.sophos.uiserver[49755]): Exited: Killed: 9
    Aug 11 12:49:16 Mac-MBPro SophosAVAgent[51402]: Live protection is Enabled
    Aug 11 12:49:16 Mac-MBPro com.sophos.notification[80]: 2012-08-11 12:49:16.745 SophosAVAgent[51402:3403] Live protection is Enabled
    Aug 11 12:49:16 Mac-MBPro SophosAVAgent[51402]: Live protection is Enabled
    Aug 11 12:49:16 Mac-MBPro com.sophos.notification[80]: 2012-08-11 12:49:16.783 SophosAVAgent[51402:3403] Live protection is Enabled
    Aug 11 12:49:40 Mac-MBPro SophosAVAgent[51402]: CFPropertyListCreateFromXMLData(): Old-style plist parser: missing semicolon in dictionary.
    Aug 11 12:49:40 Mac-MBPro com.sophos.notification[80]: 2012-08-11 12:49:40.715 SophosAVAgent[51402:3403] CFPropertyListCreateFromXMLData(): Old-style plist parser: missing semicolon in dictionary.

    :1009160
  • 0

    Ah; this is indeed useful:

    Aug 11 12:49:40 Mac-MBPro SophosAVAgent[51402]: CFPropertyListCreateFromXMLData(): Old-style plist parser: missing semicolon in dictionary.
    Aug 11 12:49:40 Mac-MBPro com.sophos.notification[80]: 2012-08-11 12:49:40.715 SophosAVAgent[51402:3403] CFPropertyListCreateFromXMLData(): Old-style plist parser: missing semicolon in dictionary.

     

    This tells us that when you clicked the lock, it attempted to access a plist (preferences) file, and failed because the file is corrupt.  This would also explain why some people are seeing this lock stuck in the unlocked state.

     

    I'd suggest running the following commands from Terminal.app (you'll need to run from an administrator account):

    sudo plutil –s ~/Library/Preferences/*.plist

    sudo plutil –s /Library/Preferences/*.plist

    sudo plutil –s /Library/Sophos\ Anti-Virus/*.plist

     

    You may also have to delete /Library/Caches/com.sophos.sau -- but this is only as a last resort.

    :1009166
  • 0

    Andrew, I ran all 3 Terminal scripts, then restarted. The lock icon in the Quarantine Mgr now works. However, I now have 2 Sophos icons in my menubar. What should I do to fix that? These same symptoms are occurring on all 3 the laptops in our home. (All are running OS 10.7.4)

    Mac

    :1009168
  • 0

    That's the topic of about 5 other threads on here ;)

    The problem should automatically correct itself in time, but you may want to ensure that there are no SophosUI login items associated with your account.  If there are, you'll have to disable them for each account you use -- or just wait a few updates and let the Sophos autoupdate system fix the problem for you.

    :1009172