Guest User!

You are not Sophos Staff.

Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 2 replies
  • Subscribers 6 subscribers
  • Views 5527 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

Sophos AntiVirus 8.06 won't autoupdate

zhanliusc

hi there,

thank you for your help with this query.

My university has switched from Norton Antivirus (which was working fine for me) to Sophos.
I had to download Sophos on to my new Macbook (running Mavericks OS X 10.9.2)

Unfortunately, Sophos from the beginning could not update - it tries to contact the primary and secondary servers many times

but it always fails.

Elsewhere in the Sophos support forums, I have seen advice suggesting:

1) Restore defaults in the autoupdate settings - I tried this. No effect.

2) Use Activity Monitor to Force-Quit Sophos AutoUpdate, and then relaunch it. I tried to do the force-quitting several times but the system wouldn't allow me to.

I tried force-quitting all the Sophos programs running - couldn't get rid of all of them. This also cause my Mac to freeze and I had reboot the system.

On reboot, the Sophos menu bar and the autoupdate option no longer functioned (wouldn't launch). I then completely reinstalled Sophos but ran into the non-functioning update issue again

Please advise me on what I should do to fix these issues. thank you!

Zhan

:1016523


This thread was automatically locked due to age.
  • 0

    If you have Mavericks (Mac OS X 10.9) on your Mac then you should be running version 9.  The other thing I'd say is that all the help and information on this forum is provided for users of the free Home Edition version of Sophos Anti-Virus for Mac.  You can get the Home Edition ('free') version from sophos.com and it updates from 'Sophos'.  If you get a 'free' copy from somewhere else it's probably not the 'Sophos Home Edition'.  Hence it's important to recognize if you have the Home Edition or not.

    I'm guessing you don't have the Home Edition and you didn't get the installer from sophos.com?  Did your university supply the installer and is the installation configured to update from a university controlled share?  Watch the video in the thread below and screenshot and post back what is shown on the AutoUpdate tab if you're not sure.

    http://openforum.sophos.com/t5/Mac-tools-help/Initial-troubleshooting-for-updating-problems/td-p/16363

    The main ways of proceeding are:

    • If the installation is not the Home Edition and you want or need to install a university-provided copy: You need to talk to your university's helpdesk to ask for version 9 and if that continues to fail to update then troubleshoot why you Mac cannot access the update source they run.
    • Or first uninstall v8** and download a copy of v9 Home Edition and if there is an update problem you can post back for further troubleshooting (as I can go and kick the Sophos server providing the updates  :smileyvery-happy:).

    **I'm guessing you don't have version 8 of the Home Edition and hence you cannot upgrade (install over the top) version 9 of the Home Edition - that would be trying to 'crossgrade' the installation rather than 'upgrade'.  Therefore you need to uninstall verson 8 before installing version 9 otherwise you'll get the error in the thread linked below this paragraph.  If you have verson 8 and it's not the Home Edition the uninstaller won't be in the location mentioned on the thread Remove (uninstall) Sophos Anti-Virus for Mac Home Edition (the free version) - instead follow the advice and path in the second post and video in the thread below.


    http://openforum.sophos.com/t5/Mac-tools-help/An-incompatible-product-is-installed-you-have-removed-the/td-p/14623

    Phew! :smileyhappy:

    :1016525
  • 0

    Hello Zhan,

    Mavericks is only supported since version 9.0.3. Are you really talking about 8.0.6? And did you download the HE from the Sophos site or was the download provided by your university?

    Christian

    :1016527