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new to SOPHOS

math65

I recently installed SOPHOS for a MacBook Pro.  Now my computer cannot "find" my wireless printer.  It identifies the general category, but cannot find the specific model.  I read in the printer manual that virus software can interfere and the problem coincides with the installation.  Can someone tell me what to do?

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    I would have thought firewall would be more likely to cause a problem (blocking connections).  However it could be SAV.  Test by disabling on-access and web protection.

    Note:  You can disable one option at a time and re-test if you want to narrow down the cause.

    1. Open 'Preferences' from the shield.
      2014-01-08_15-54-46.png

    2. On the on-access scanner tab authenticate with the padlock.
      2014-01-08_15-55-27.png

    3. Click the 'Stop Scanning' button.
      2014-01-08_15-55-57.png

    4. Optional: Re-test connection to printer.  Carry on if it still fails.

    5. On the 'Web Protection' tab slide one option to 'Off'.
      2014-01-08_15-56-39.png

    6. Optional: Re-test connection to printer.  Carry on if it still fails.

    7. Slide the second option to 'Off'.
      2014-01-08_15-56-39b.png

    8. Test connection to printer.

    If you're still having problem remove SAV from the computer and reboot to get it out of the way completely and re-test.

    If disabling one or more of the options allow the Mac to connect to the printer knowing what feature caused the problem will be important.

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    Hello

    Thank you for your fast reply.  Since then, I printed your instructions from my desktop PC in order to try this morning.  The lock icon would not accept my password so I reset.  Is the same password used for everything related to SOPHOS or should I have used my Mac admin password to get into step 2, the padlock? The latter doesn't make sense to me, but I'm "sure" that I was using the password that I created for SOPHOS.

    Before I proceed with your instructions, you need to know that I was able to print in Excel, which leads me to believe that the issue is, in fact, related to connecting to the internet.  Please let me know if you agree.

    Also, when I run a scan, the result is that there are no threats, but issues.  How does a lay person find and interpret those issues?

    Thank you

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    By the way, my desktop PC printer is not wireless.

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    math65 wrote:

    should I have used my Mac admin password to get into step 2, the padlock? The latter doesn't make sense to me, but I'm "sure" that I was using the password that I created for SOPHOS.

    Yes.  To unlock an operating system panel you have to enter your admin password (not related to Sophos).  This is because you're trying to access options that only a super user should be able to change or switch on/off.  Doesn't matter if it's Sophos or the manu System Preferences panel - it's the same password only you know.

    math65 wrote:

    Before I proceed with your instructions, you need to know that I was able to print in Excel, which leads me to believe that the issue is, in fact, related to connecting to the internet. 

    That makes the problem far stranger.  You can send a print job to the printer from MS Excel but not the browser, is that it?  Along with the test mentioned above (still need those doing), have you tried different web browsers (Chrome, Firefox, Safari)?  Do they all fail?  What about different applications?

    math65 wrote:

    Also, when I run a scan, the result is that there are no threats, but issues.  How does a lay person find and interpret those issues?

    Watch this video: http://www.youtube.com/watch?v=zrYo_EJAusg

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    I'm finally back.  I'm sorry to take so long to respond to your quick responses.  Being retired, I'm out and about.  I so need and appreciate this service!  Anyway, last night I decided to print Word and sure enough, it printed.  So this morning I tried printing after connecting to a website and that worked as well.  I have no clue what the problem was, but if anything, I'm grateful that it caused me to explore this resource of information.  I'm reading Naked Security and using SoundCloud, so I am growing in my knowledge.  At work, I had a PC and a tech support department, so I am trying to learn how to troubleshoot for myself.

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