Can't update Mac Home AV or reinstall

Hey

are you useing 8 as my one did take awaile to update

also 7 i think is no longer been updated ? so redownload the new one from the website if you don't 

I am having same problem, though haven't switched computers.  I've have Sophos A-V installed for a long time (?2 1/2 years ... since I bought this MacBook Pro).

It stopped letting me update long ago, so has just been sitting on computer, unused.  Today I had a phishing email so decided it was time to get serious.

I have a shield icon, so I clicked it and selected update.  It was supposedly downloading the update and at the end, abruptly stopped with message

"can't access service center".  Then I ran the quarantine mgr .... and darned if doing the Sophos update didn't download a nasty, which I did 'Clean Up' for!

I decided to 'uninstall' by closing the application, then opening finder/applications, selecting Sophos, right-clicking and selecting 'Move to Trash'.

When I then tried to 'Empty Trash' ....I got message that a program was running and couldn't be trashed .

Thinking Sophos was gone, though, I went to website to download a fresh version.  When I attempted to install it, I got a message saying an

older version was running that was incompatible so new one can't be installed.

I've run searches on my machine and find only the new download.  Yet I do still have a Sophos Shield in my upper tray, muted, and with a big X on it.

Hope the details help.

Thanks in advance,

Caegan

Although I received an error when installing, it appears Sophos is installed in my Applications folder. However, the shield does not show up in the menu bar even when I run it and select Show Status in the Menu bar from the menu. It is currently running a full scan. Any idea why it won't show up in the menu bar and why when I run the installer it tells me there is an error, contact the software company. (I didn't write the message down but it was generic in nature.)

Sorry forgot to say I was installing 8.0.1.

I found the error message in the console log:

4/7/12 12:21:29.828 PM installer: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

---

Caegan wrote:

I am having same problem, though haven't switched computers.  I've have Sophos A-V installed for a long time (?2 1/2 years ... since I bought this MacBook Pro).

It stopped letting me update long ago, so has just been sitting on computer, unused.  Today I had a phishing email so decided it was time to get serious.

I have a shield icon, so I clicked it and selected update.  It was supposedly downloading the update and at the end, abruptly stopped with message

"can't access service center".  Then I ran the quarantine mgr .... and darned if doing the Sophos update didn't download a nasty, which I did 'Clean Up' for!

I decided to 'uninstall' by closing the application, then opening finder/applications, selecting Sophos, right-clicking and selecting 'Move to Trash'.

When I then tried to 'Empty Trash' ....I got message that a program was running and couldn't be trashed .

Thinking Sophos was gone, though, I went to website to download a fresh version.  When I attempted to install it, I got a message saying an

older version was running that was incompatible so new one can't be installed.

I've run searches on my machine and find only the new download.  Yet I do still have a Sophos Shield in my upper tray, muted, and with a big X on it.

Hope the details help.

Thanks in advance,

Caegan

---

Which version of Sophos did you used to have installed?  The Enterprise version or the Home Edition?  There is a thread (or five) on here instructing how to remove each (the instructions are different, but involve running the uninstaller).  As Sophos installs components at the System level, trashing the main app will not fully uninstall it.

Thanks for providing the error.  Did you attempt to migrate an existing SAV to the new Mac, or did you attempt to download the 8.0.1 DMG file from the website and run the installer that way?

The installer may be getting confused because of your network connection.  Are you connecting via wireless connection, or are you physically plugged into your network?  Are there other network connections also open (such as plugged in, but with WiFi enabled as well)?

I recently installed the latest version of Sophos for Mac Home for a MacBook Pro Mid2012 with Lion 10.7.3, 8GB of memory and a 29.Ghz Intel Core i7 Processor  The version of Sophos is 8.0.4C.  It will not update, when I do attempt to update, I get the error "Could not contact primary server" with the date and time the error occurred.  I've restarted, uninstalled\reinstalled and still can't update.  What is the issue here?

I too have this problem. I am running OS X v10.8.5. Recently removed Sophos 8, updated to Sophos 9.0.1. Rebooted after new install. Gettiing error message: "Could not contact primary server. Authentication Error: 24 January 2014". Sophos 8 downloaded updates. What is a good solution?