Mac OS X 10.9 "Mavericks" and SAV for Mac

Thanks for the note. If you notice this happening please grab a "Sample" before killing AutoUpdate. Definitely something strange going on.

Thanks Bob, that did the trick!!! (deleting /library/caches/com.sophos.sau)

I used to be the Mcafee EPO sysadmin for an enterprise, any pointers to documents that might let me do some of this troubleshooting myself?  This was a pretty simple fix, wish I had known of it last week...

Thanks again for the help!

Charles

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bobcook wrote:

Delete /Library/Caches/com.sophos.sau, restart AutoUpdate, and update again.

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To help if someone else needs this: The shorthand for the steps above is to paste this into Terminal:

sudo rm -rf /Library/Caches/com.sophos.sau/ ; /usr/bin/SophosUpdate

It can take a short while to start the download process so be patient.  To view the progress click the Sophos shield in the menu bar and select 'Show AutoUpdate Window'.

FYI:  To open Terminal search for it with Spotlight...

Hi Charles,

I don't know if there is a KBA about this type of problem, its the first time I've seen it happen in the "real world". Even more odd is that it should have fixed itself because the updater should flush out old / bad content automatically.

The hint for me was the "Verification failed" message. This is a fairly generic message that gets reported whenever something in the download doesn't pass the integrity checks (we validate the authenticity of the files to avoid being spoofed into installing something not created by us). This meant that we got as far as a complete download (not a network issue) and did manage to get as far as running the verification.

That is very far along the updating process. The only thing that could be wrong at that point is that the content itself is bad. Could have been a one-off glitch in the download, although it probably should have fixed itself. Weird. Let me know if you see it again.

Hello, I'm having an issue with version 9.0.5 where the icon for SAV doesn't display in the menu bar. I'm using VoiceOver to navigate my mac, so it could possibly be an issue with that, but I'm not sure. The menubar icon displays under Mountain Lion, but not under 10.9. Any help on this would be greatly appriciated. I've tried removing and reinstalling the app with no luck.

Hi millerd16,

Is the SophosUIServer process running? Use Activity Monitor to check. If its not, can you check for diagnostics reports (crash reports) about SophosUIServer processes crashing? Use the Console app, and on the left side of the window will be some sections for diagnostics.

Let me know how it goes.

Hi bob,

I was able to get some clarification visually as to whether or not the menubar icon was there, which it is. I'm not sure if you're familiar with Voiceover and how that technology works, but it seems to skip directly over that item in the menubar, yet you can see it visually. I'm not sure if that's something Apple needs to fix, or if you can fix something on your end. Any help would be greatly appriciated.

Hi millerd16,

Thanks for the feedback. I am not familiar with VoiceOver but will look into it and see what we can do.

Hi Bob,

You're welcome. I look forward to any updates you can provide on this issue. If anything gets resolved, will this topic be the place to go?

Hi,

Since upgrading to Mavericks, my task bar at the top of the screen now shows TWO Sophos logos, side by side.

Everything seems to work just fine, but I have redundant logos.

 Should I be concerned?

Thanks!