Site is blocked - security Error #2048 on iMac

Question

This started last week with one website that I've been using for several years. It's a critical website for me because it is www.i711.com - relay for the deaf.

I have the same exact results with both Google Chrome (my main browser) and with Safari.

iMac 27" desktop.

OS X version 10.9.3.

Processor 3.4 GHz INTEL Core i7

Memory: 8GB 1333 MHz DDR3

Before contacting www.i711.com, I added that url to the "Allowed Websites" in the "Web Protection" section of preferences. Under the general section of "Web Protection", both options are ON.

I was in a very long live chat with their customer support and the last resort was to uninstall Sophos and see if I could make a relay call. I did that and my calls went through. I reinstalled the latest version of Sophos and did the 107MB update and now the site is blocked again.

This is the error message from that website:

Call can not continue because a security error has occurred: Error #2048

I attached a screenshot of it, also.

Please help. Thanks!

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ruckus · Accepted Answer

Quandary wrote: 
 Here's the problem - I'm watching the video but cannot hear it. I use closed captions which I read. I'm hearing impaired.

I understand - the audio does explain what needs to be done when the mouse cursor stops moving and I can appreciate that is a problem.

Quandary wrote:

1. How do I run terminal as a super user?

To run any command as superuser enter 'sudo' before the main command (short for 'SUperuser DO') 
 Quandary wrote:

3. What do you mean I have to be registered? I am registered in case you can help remotely.

I'd normally try and re-create an issue with a website myself to fully understand it. However in this case the site says you have to be registered and I don't think I can. From the site:

Some people, who are not qualified users, try to use IP text relay for scams and fraudulent activity. In order to prevent them from using our service, we are now requiring customers to provide us with a date of birth and the last four digits of their Social Security Number.

Hence you will have to produce the trace logging and forward it to sophossupport@icloud.com when done. 
 Quandary wrote:

2. Is there a written transcript of that video? I understood most all of the visual but am missing something or would have been able to complete the output trace.

There isn't a transcript of the video - I would have one created but after the video was uploaded to the forum it was deleted (doh). Does the video below help? The sildes appear for 10 seconds each so you may want to pause the video for the ones with more content. 
 Let me know if anything is unclear.

:1017891

Site is blocked - security Error #2048 on iMac

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