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Scan gets stuck

HowardBrazee

My Mac has been very slow the last month or so, with a lot of beach ball use.   I have fairly slow cable Internet, but it's slow other times as well (although more apparent with my browsers).

So I installed Sophos and tried to scan.    After a couple of hours I discovered it was stuck.   I shut down my computer, rebooted, and tried again, this time with "Caffeine" to stop my computer from sleeping.   I let it run over night, and it was still running.   A few hours later I was doing other stuff on my computer and it was stuck again.     I tried again and shut down after it got stuck the next day.    

This time I tried it lasted long enough to find a Troj/DocDrop-BM.    Yesterday the Quarantine Manager pulled it up and says "Cleanup in progress", with the little in-progress icon to the right of it.    A few times I clicked on the "lock to make changes" icon and gave my password.   But the next time I checked that was locked again.    Last night that was the status, with the scanning moving.    This morning that was the status, but the "Items remaining" is not moving.    It gets stuck with different numbers each time.

Looking up this trojan, I see that it is a Windows trojan, so it must not be why my Mac is so slow.    My OSX is 10.9.2, my processor is 2.8 GHz Intel Core 2 Duo with 4 GB 667 MHz DDR2 SDRAM.   My disk has 55.84 GB free out of 499.25.

:1016319


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    Thanks for the new screenshots.  You may notice that where the path would be shown in the lower panel it actually says:

    • To view all components of the threat, you must authenticate as an administrator.

    Therefore could you click the padlock, authenticate and with the item selected, screenshot the Quarantine Manager again?

    Hopefully you'll find that the item is in a location like a Time Machine backup or maybe an email attachment and therefore failure to cleanup is not entirely unexpected.

    :1016383
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    When cleanup is in progress, I unlocked the lock and when I came back later it was locked again.   Here's the picture you asked for.   I clicked on "Reveal in FInder", which did nothing.

    :1016385
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    Thanks.  FYI:  After you have authenicated you get about five minutes before the padlock (panel) locks again, which is by design and for security.

    The screenshot shows that the path in the Quarantine Manager is actually blank and this has been seen a few times.  Typically it's due to where the item is located.

    To try and resolve this asap for you, can you:

    1. Just clear the item from the quarantine manager so the list is empty.
    2. Remove all external drives (do you have external drives?)
    3. Run a scan of your computer again to see if the item comes back.  In your case you may have to run one or more custom scans to see the detection.
    4. If the item comes back can you post the scan log from the scan you ran - the whole log as a .log would be best to get the full picture.  Logging is explained in the thread below with a video explaining accessing the logs how they are listed in Console.
      http://openforum.sophos.com/t5/Mac-tools-help/Where-are-the-logs-for-SAV-for-Mac/m-p/16091

    Note: If you're not sure extractly which log to post (maybe because you ran a lot of different custom scans) you can open Console, right-click on 'Sophos Anti-Virus (under ~/Library/Logs) | select 'Reveal in Finder' and you'll be taken to the folder with all the log in.  You can then zip up the logs and post them (see screenshot below).  If you prefer not to post the logs please email them to sophossupport@icloud.com and let me know you emailed them through instead.

    Screen Shot 2014-03-22 at 19.04.04.png

    :1016393
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    Inclosed are some more screen prints.   I keep trying to scan various parts of my slow computer.    I think I will make an appointment to take my machine into the Apple store to have them look at it.

    :1016491
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    Thanks for posting back.  I'd like to see the full logs as actual .log files.  Can you email them through to sophossupport@icloud.com as a zip file and post back when you have done that.  Example of what to do is shown in the video below.

    :1016607