Problems Uninstalling

If the uninstall fails can you look in the log and post what it says?  See the video explaining what to do:

I've gained the opinion - from the different posts on this board - that different users do different things to uninstall the program and so this builds up a view that the uninstaller that is included with the program doesn't work.  However no one (yet) has posted that they ran the uninstaller program correctly, and it failed...and here's the log with the failure shown.  Hence it's hard to 'fix' the problem when someone only posts 'it didn't work'.

We have tested the inbuilt uninstaller program and it works as far as we can see.  If it's not working then we first have to rule out cases where someone has attempted to remove the program by some unsupported method (e.g., dragging the program to trash, or running a third-party app remover), and then understand the set up of those left.  Maybe the computer was 'doing something' when the uninstall was attempted etc.  For now: we don't have a clear picture on version installed, nor OS involved when a problem occurs.

A lot of problems seem to occur because they arrive at this forum looking for a post to help them, but they don't actually have the Home Edition.  Maybe they got the program from their work or college, and maybe that isn't the Home Edition - the Home Edition has the uninstaller in a different place to the 'corporate' version to make it easier for home users.

Whatever the problems and set up (OS, version, fresh install or upgrade), they all seems to muddy the water when trying to nail down the problem.  We're willing to investigate and fix any problem that we can understand, but currently we don't have the information (even from these posts - and they are a handful when you consider the entire user base of SAV for Mac) to do so.  Personally I've tried to extract information from posters but, and this is understandable, users tend to what to get it removed rather than help out by posting information about how they may have got the uninstaller to break (quite possibly through innocent actions).  Hence we created a standalone removal tool (available in KBA http://sophos.com/kb/121206) to blast it off the computer - but it's a big hammer and doesn't tell us anything about why it's needed in the first place.

If the uninstall fails can you look in the log and post what it says?  See the video explaining what to do:

I've gained the opinion - from the different posts on this board - that different users do different things to uninstall the program and so this builds up a view that the uninstaller that is included with the program doesn't work.  However no one (yet) has posted that they ran the uninstaller program correctly, and it failed...and here's the log with the failure shown.  Hence it's hard to 'fix' the problem when someone only posts 'it didn't work'.

We have tested the inbuilt uninstaller program and it works as far as we can see.  If it's not working then we first have to rule out cases where someone has attempted to remove the program by some unsupported method (e.g., dragging the program to trash, or running a third-party app remover), and then understand the set up of those left.  Maybe the computer was 'doing something' when the uninstall was attempted etc.  For now: we don't have a clear picture on version installed, nor OS involved when a problem occurs.

A lot of problems seem to occur because they arrive at this forum looking for a post to help them, but they don't actually have the Home Edition.  Maybe they got the program from their work or college, and maybe that isn't the Home Edition - the Home Edition has the uninstaller in a different place to the 'corporate' version to make it easier for home users.

Whatever the problems and set up (OS, version, fresh install or upgrade), they all seems to muddy the water when trying to nail down the problem.  We're willing to investigate and fix any problem that we can understand, but currently we don't have the information (even from these posts - and they are a handful when you consider the entire user base of SAV for Mac) to do so.  Personally I've tried to extract information from posters but, and this is understandable, users tend to what to get it removed rather than help out by posting information about how they may have got the uninstaller to break (quite possibly through innocent actions).  Hence we created a standalone removal tool (available in KBA http://sophos.com/kb/121206) to blast it off the computer - but it's a big hammer and doesn't tell us anything about why it's needed in the first place.