Sophos Mac Anti-Virus Home Edition not updating

Thanks for your help, but every time I try to install the Home Version I get yet another error: "An incompatible product is installed". My guess is that it is unable to update from the previous version of Sophos that I'm already running?

Yes, sorry, you'll need to remove the existing version.  The location of the uninstaller is different from the free installer.

Open a Finder window, navigate to Library > Sophos Anti-Virus, and double-click the Remove Sophos Anti-Virus.pkg

Hi!  Your video didn't help at all.  No change.  What is going on?  I'll try uninstalling again.

Check the update log for errors.

Guys,

I found a solution that works for me about the problem... Actually I looked at the Preferences / Auto Update settings in my Sophos Antivirus ... Found out that the Primary location is a Sophos server with a Loging/Password that cannot be changed even with admin rights... My logs showed "Authentication Error" ... Since I use it for several years, so I could only come to the conclusion that this login/password is either expired or account locked...

What I did is to

1- Unsinstall Sophos AV with the "Remove Sophos AV"utility that was installed with the soft

2- Downloaded the latest version 9.x (the one I have is from Nov 2013).

3- Re-install (no reboot required)

4- Launch manually an auto update

Work fine !!!

I'm running OSX Mavericks

Cheers

ABCD

To start with...you are using the Home Edition correct?  If you open preferences, select the Auto Update tab, and then authenticate with the padlock the updating details are still grayed out right?

If so I recommend trying the things in the list below.  Between each one try and update and keep an eye on the update log for different messages and errors.

1. Check your Mac is connected to the internet.
2. Reboot the Mac.
3. Delete the current downloads, go back to the Downloads page and redownload it again.  Run over the top of the current install.
4. Remove the existing installation (Type: remove sophos into Spotlight).  Reboot.  Run new download/installer.
5. Further network/internet checking.  Pull the network cable/switch off the wifi and plug in/switch on again.
6. Reboot (sometimes does the power of good).
7. Post back the Sophos Anti-Virus.log extract of latest update attempts.

Things like uninstalling/rebooting/re-downloading a new installer/reinstalling/rebooting have worked in the past but the steps above give more options to try and what things to check first.

Although a year later from previous threads, I am also having the same problem.

Sophos ver: 9:08

Mac Pro O/S 10.9.4

"Could not contact primary server"

Authentication Error: 17

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com.sophos.autoupdate: Updating catalogue information at 11:21:28 17 August 2014

com.sophos.autoupdate: Catalogue updated at 11:21:28 17 August 2014 com.sophos.autoupdate: Error: Failed to get remote version at 11:21:28 17 August 2014 com.sophos.autoupdate: Error: Could not contact primary server at 11:21 on 17 August 2014 com.sophos.autoupdate: Access was denied

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I will add my voice to the six pages of reportings of this problem. My particulars:

Mac OS 10.9.4

Sophos Home Version Mac 9..8

Threat engine 3.50.1

Threat data 4.98

I have un/reinstalled numerous times (>5), have followed the little troubleshooting video, have rebooted. The problem remains:

Error: Faled to get remote version at 14:01:20 18 August 2014

Faled to authenticate at 14.01.29 18 August 2014

Error: Could not contact primary server at 14.01 on 18 August 2014

Access was denied.

I too wonder if the preprogrammed login and password are correct. Sadly, there's no way to tell or fix since the fields are disabled.

As I told our IT people, "free" anti-virus software that isn't working is worse in some ways than having no virus protection. And, good people from Sophos, I see threads on this same problem extending back over ONE YEAR! If it won't be supported, take it down. Thanks for any help.