Downloaded Sophos Mac
Launched install
End of install : message : Install failed
To gain time :
- no there is no other antivirus or previous Sophos installed
- no there is no Little Snitch
I'm on 10.9.3
Can you check the install log for errors?
- - - - - - - - - - - -
Communities Moderator, SOPHOS
Knowledge Base | @SophosSupport | Video tutorials
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From the developer of the core installer:
On Dec 6 at 13:58:41 the installer appears to have crashed during an update. It crashed during the creation of a copy of the installer in the "/Library/Application Support/Sophos/he/" directory. We call this copy the "Receipt". The updates then proceeded to fail on each update because of a corrupt "Receipt".
If you remove the "Receipt" as in the following line, a clean install will be performed and updating should work again. Run this command:
sudo rm -R "/Library/Application Support/Sophos/he"
You may find a crash report for the InstallationDeployer executable with a Dec 6th date that could give us more information as to the cause of the crash.
You can see the crash reports in the Console application under the "User Diagnostic Reports" or "System Diagnostic Reports". These files are at "~/Library/Logs/DiagnosticReports" and "/Library/Logs/DiagnosticReports".
Hope that helps.
---
Bob Cook (bob.cook@sophos.com) Director, Software Development
I had a bunch of applications crash in the background. Looks as thought the first was InstallationDeployer. The Thunderbird Spotlight errors have been there for eons and are likely unrelated. Looks to me like SAV's Installation Deployer is the culprit. This is a SERIOUS ISSUE, since unsaved files in the applications that crashed would lose content since the last save.
I tried the "solution" the developer posted and got a no such file or directory error, having not noticed that he/she made a TYPO in the sudo rm command (omitting an "r" from "Library"). It would be advisable to be more careful recommending fixes using sudo rm, which could cause considerable havoc.
10/6/14 5:36:58 PM mdworker[62952] Cannot find function pointer MetadataImporterPluginFactory for factory 37401ADE-1058-42DB-BBE5-F2AAB9D7C13E in CFBundle/CFPlugIn 0x100138b60 </Applications/Thunderbird.app/Contents/Library/Spotlight/Thunderbird.mdimporter> (bundle, not loaded)
10/6/14 5:40:42 PM Noticeboard[62961] Noticeboard: Launched, starting NoticeboardUpdateOperation
10/6/14 5:40:44 PM Noticeboard[62961] Noticeboard: NoticeboardUpdateOperation finished with notification to show: (null)
10/6/14 5:40:44 PM Noticeboard[62961] Noticeboard: No notification to show. Terminating.
10/6/14 5:40:49 PM system_profiler[62966] could not convert interface name
10/6/14 5:40:51 PM SubmitDiagInfo[62962] Submitted crash report: /Library/Logs/DiagnosticReports/InstallationDeployer_2014-09-29-232545_localhost.crash
10/6/14 5:40:51 PM SubmitDiagInfo[62962] Submitted crash report: /Library/Logs/DiagnosticReports/WindowServer_2014-10-02-220345_localhost.crash
10/6/14 5:40:53 PM SubmitDiagInfo[62962] Submitted hang report: /Library/Logs/DiagnosticReports/Safari_2014-10-04-182741_Robert-Stowes-MacBook-Pro.hang
10/6/14 5:40:54 PM SubmitDiagInfo[62962] Submitted hang report: /Library/Logs/DiagnosticReports/Microsoft Word_2014-10-06-022749_Robert-Stowes-MacBook-Pro.hang
10/6/14 5:40:54 PM SubmitDiagInfo[62962] Removed expired file /Users/bobstowe/Library/Logs/DiagnosticReports/helpd_2014-09-22-170715_Robert-Stowes-MacBook-Pro.crash
10/6/14 5:40:55 PM SubmitDiagInfo[62962] Submitted crash report: /Users/bobstowe/Library/Logs/DiagnosticReports/Finder_2014-09-30-004226_Robert-Stowes-MacBook-Pro.crash
10/6/14 5:40:56 PM SubmitDiagInfo[62962] Submitted crash report: /Users/bobstowe/Library/Logs/DiagnosticReports/Finder_2014-09-30-222644_Robert-Stowes-MacBook-Pro.crash
10/6/14 5:40:57 PM SubmitDiagInfo[62962] Submitted crash report: /Users/bobstowe/Library/Logs/DiagnosticReports/Finder_2014-10-01-165332_Robert-Stowes-MacBook-Pro.crash
10/6/14 5:40:57 PM SubmitDiagInfo[62962] Submitted crash report: /Users/bobstowe/Library/Logs/DiagnosticReports/EndNote X7_2014-10-02-075554_Robert-Stowes-MacBook-Pro.crash
PS I checked, and there is no crash report for InstallationDeployer from today. I have appended the last crash report for it (from 9-24-14), for what that's worth.
Process: InstallationDeployer [31617]
Path: /Library/Application Support/Sophos/opm-sa/Installer.app/Contents/MacOS/tools/InstallationDeployer
Identifier: InstallationDeployer
Version: ??? (???)
Code Type: X86-64 (Native)
Parent Process: InstallationDeployer [31615]
Date/Time: 2014-09-29 23:25:44.342 -0700
OS Version: Mac OS X 10.6.8 (10K549)
Report Version: 6
Anonymous UUID: 19ED2F2D-C8D2-4C71-B55C-5377A4F917B7
Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
Crashed Thread: 0 Dispatch queue: com.apple.main-thread
Thread 0 Crashed: Dispatch queue: com.apple.main-thread
0 ??? 000000000000000000 0 + 0
1 libobjc.A.dylib 0x00007fff80f57ff1 call_load_methods + 162
2 libobjc.A.dylib 0x00007fff80f57d31 load_images + 220
3 dyld 0x00007fff5fc03166 dyld::notifySingle(dyld_image_states, ImageLoader const*) + 344
4 dyld 0x00007fff5fc0bced ImageLoader::recursiveInitialization(ImageLoader::LinkContext const&, unsigned int) + 221
5 dyld 0x00007fff5fc0bdb6 ImageLoader::runInitializers(ImageLoader::LinkContext const&) + 58
6 dyld 0x00007fff5fc0211a dyld::initializeMainExecutable() + 133
7 dyld 0x00007fff5fc06996 dyld::_main(macho_header const*, unsigned long, int, char const**, char const**, char const**) + 2993
8 dyld 0x00007fff5fc016de dyldbootstrap::start(macho_header const*, int, char const**, long) + 811
9 dyld 0x00007fff5fc01052 _dyld_start + 42
Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x0000000000000000 rbx: 0x000000015b9c5c00 rcx: 0x00007fffffe00080 rdx: 0x00007fff700bc3f4
rdi: 0x000000015b9518d4 rsi: 0x00007fff834fe1e0 rbp: 0x00007fff5fbfd930 rsp: 0x00007fff5fbfd918
r8: 0x0000000000000000 r9: 0x00000001001fc0a4 r10: 0x000000000000000f r11: 0x0000000000000000
r12: 0x0000000100110ff0 r13: 0x0000000000000000 r14: 0x000000015b9517fa r15: 0x0000000000000001
rip: 0x0000000000000000 rfl: 0x0000000000010206 cr2: 0x0000000000000000
Binary Images:
0x15b844000 - 0x15b9baff7 +InstallationDeployer ??? (???) <0D128291-DD40-37CD-B7D3-E98F1946FED4> /Library/Application Support/Sophos/opm-sa/Installer.app/Contents/MacOS/tools/InstallationDeployer
0x7fff5fc00000 - 0x7fff5fc3be0f dyld 132.1 (???) <29DECB19-0193-2575-D838-CF743F0400B2> /usr/lib/dyld
0x7fff805b2000 - 0x7fff805b7fff libGIF.dylib ??? (???) <3BAD0DE8-8151-68B0-2244-A4541C738972> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ImageIO.framework/Versions/A/Resources/libGIF.dylib
0x7fff805b8000 - 0x7fff805cefef libbsm.0.dylib ??? (???) <42D3023A-A1F7-4121-6417-FCC6B51B3E90> /usr/lib/libbsm.0.dylib
0x7fff80790000 - 0x7fff8079ffef com.apple.opengl 1.6.14 (1.6.14) <ECAE2D12-5BE3-46E7-6EE5-563B80B32A3E> /System/Library/Frameworks/OpenGL.framework/Versions/A/OpenGL
[... lines deleted here as could not send with full report "Message cannot exceed 20,000 characters")]
System Profile:
Model: MacBookPro5,2, BootROM MBP52.008E.B05, 2 processors, Intel Core 2 Duo, 2.8 GHz, 8 GB, SMC 1.42f4
Graphics: NVIDIA GeForce 9600M GT, NVIDIA GeForce 9600M GT, PCIe, 512 MB
Graphics: NVIDIA GeForce 9400M, NVIDIA GeForce 9400M, PCI, 256 MB
Memory Module: global_name
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x8D), Broadcom BCM43xx 1.0 (5.10.131.42.4)
Bluetooth: Version 2.4.5f3, 2 service, 12 devices, 2 incoming serial ports
Network Service: AirPort, AirPort, en1
Network Service: Ethernet, Ethernet, en0
Network Service: Parallels Shared Networking Adapter #0, Ethernet, vnic0
Serial ATA Device: Samsung SSD 840 EVO 1TB, 931.51 GB
Serial ATA Device: MAT**bleep**ADVD-R UJ-868
USB Device: Built-in iSight, 0x05ac (Apple Inc.), 0x8507, 0x24400000 / 2
USB Device: Apple Internal Keyboard / Trackpad, 0x05ac (Apple Inc.), 0x0236, 0x04600000 / 3
USB Device: IR Receiver, 0x05ac (Apple Inc.), 0x8242, 0x04500000 / 2
USB Device: BRCM2046 Hub, 0x0a5c (Broadcom Corp.), 0x4500, 0x06100000 / 2
USB Device: Bluetooth USB Host Controller, 0x05ac (Apple Inc.), 0x8217, 0x06110000 / 4
Hi UBCinVancouver,
Thanks for the snippet from the crash log. Also thanks for pointing out my typo - definitely you are right about being very careful with the "sudo rm" command.
UBCinVancouver wrote:
Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
Crashed Thread: 0 Dispatch queue: com.apple.main-threadThread 0 Crashed: Dispatch queue: com.apple.main-thread
0 ??? 000000000000000000 0 + 0
1 libobjc.A.dylib 0x00007fff80f57ff1 call_load_methods + 162
2 libobjc.A.dylib 0x00007fff80f57d31 load_images + 220
3 dyld 0x00007fff5fc03166 dyld::notifySingle(dyld_image_states, ImageLoader const*) + 344
4 dyld 0x00007fff5fc0bced ImageLoader::recursiveInitialization(ImageLoader::LinkContext const&, unsigned int) + 221
5 dyld 0x00007fff5fc0bdb6 ImageLoader::runInitializers(ImageLoader::LinkContext const&) + 58
6 dyld 0x00007fff5fc0211a dyld::initializeMainExecutable() + 133
7 dyld 0x00007fff5fc06996 dyld::_main(macho_header const*, unsigned long, int, char const**, char const**, char const**) + 2993
8 dyld 0x00007fff5fc016de dyldbootstrap::start(macho_header const*, int, char const**, long) + 811
9 dyld 0x00007fff5fc01052 _dyld_start + 42Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x0000000000000000 rbx: 0x000000015b9c5c00 rcx: 0x00007fffffe00080 rdx: 0x00007fff700bc3f4
rdi: 0x000000015b9518d4 rsi: 0x00007fff834fe1e0 rbp: 0x00007fff5fbfd930 rsp: 0x00007fff5fbfd918
r8: 0x0000000000000000 r9: 0x00000001001fc0a4 r10: 0x000000000000000f r11: 0x0000000000000000
r12: 0x0000000100110ff0 r13: 0x0000000000000000 r14: 0x000000015b9517fa r15: 0x0000000000000001
rip: 0x0000000000000000 rfl: 0x0000000000010206 cr2: 0x0000000000000000
In the snippet above the the interesting part is the stack trace for Thread 0 (the thread that crashed). There is no Sophos-specific code in that trace, in fact it appears to be the operating system loader (dyld) that has crashed. Could be bad memory (memory getting corrupted due to h/w issues, leading to a segfault crash) or could be bad software that is randomly misbehaving. Your previous post suggested other apps crashing, does their strack trace look similar? If so, you have a general system problem. Our software is just a victim of some other fundemental problem.
---
Bob Cook (bob.cook@sophos.com) Director, Software Development
