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Scan just disappears half way through

tiswas

Hi all.

I'm using Sophos anti-virus 8.0.23 on my Mac with OS 10.9.2.  When I try to 'Scan Local Drives' the scan gets about half way and then just stops abruptly, and disappears with no alert at all.  I read somewhere this may be due to having to scan large compressed files, so I set up a customscan to ignore archives and compressed files, but unfortunately the same thing happens.

Anyone have any ideas what could be causing this?  It's very annoying, as it takes several hours to even get as far as it currently gets.  The last time it says it was able to complete a scan was in January (I guess I didn't notice as I assumed they were running in the background as scheduled).


Thanks a lot in advance!

:1017421


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  • 0
    tiswas wrote:

    I'm using Sophos anti-virus 8.0.23 on my Mac with OS 10.9.2.

    SAV 8.x on 10.9 isn't supported.  In fact SAV 8.x is now no longer supported and your installation should have been automatically upgraded to 8.0.25 and then further upgraded to 9.0.11 yesterday or the day before that.

    Check it's updating OK (maybe force an update and check the log).  If it's downloading OK then it's probably not the Mac Home Edition that connects to Sophos' databanks for updates - check where it is going in Preferences.  You may have got the installer from  work or college etc., and though it was probably 'free' for you it's not the 'Home Edition' product - slight differences.

    If you want version 9 you can upgrade manually.  Just download the installer...

    http://www.sophos.com/en-us/products/free-tools/sophos-antivirus-for-mac-home-edition.aspx

    Note:  You can only upgrade from the Home Edition 8.x to Home Edition 9.x so if you don't have 8.x Home Edition but want to upgrade to 9.x Home Edition you'll need the extra step of removing the current installation.  The 'cross grade' failure message is mentioned in the second post on this thread...

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

    :1017423

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Thank you for the input.  The updater does indeed say things are up to date, but I did get this version free from my college.  Do you think it's worth uninstalling the current version and installing Home AV 9.0.11?  Is this process free?

    -- edit --

    actually sounds like it's obvious I should uninstall and get the new home edition.  I'll do this and report back once I've had a chance to run a scan.

    :1017425
  • 0
    tiswas wrote:

    Is this process free?

    Depends how much you charge yourself for the task.  :smileywink:

    Yeah, it's free and worth doing as v8.x + Mavericks isn't supported.  You could ping your college's IT helpdesk and mention they need to provide version 9 so Macs running 10.9 are supported.  However that would be very altruistic of you. :smileyhappy:

    If you want v9 Home Edition the process for you would be:

    1. Download the Home Edition from the link in my last post.
    2. Remove the 'free' but not Home Edition of version 8.  You can't use Spotlight to search for 'Remove Sophos' because the non-Home Edition puts the uninstaller in a location outside of Spotlight's scope.  Hence open a Finder window and go to /Library/Sophos Anti-Virus/Remove Sophos Anti-Virus.pkg
    3. Go to the Downloads folder and run the SAV 9 installer.
    4. Let it update.
    5. Done.

    Check out the video playlist for more information on v9.

    http://openforum.sophos.com/t5/Mac-tools-help/Mac-how-to-videos/td-p/12810

    :1017427

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    thank you - have now installed the new (home) version.  I'm re-running the scan with this version, and we'll see whether I run into the same problem (it normally happens a couple of hours in, so I'll post once I know).

    :1017441
  • 0

    that did the job - scan can now complete (though it takes ages!).  0 threats, but good to know that for sure!

    :1017447
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