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Sophos Anti-Virus 7.3.7C Auto Update Causing MacBook Pro to Run for an Hour & Complete Lockup!!!!

NHobbs

Hi,

This evening, switched my MacBook Pro on that is running 10.7.2 and Sophos AV 7.3.7C and was greeted with your software's 'Auto Update' process running for nearly an hour and causing my machine to completely lockup.  To provide with the specifics the following happened;

  1. Booted the machine up
  2. Logged in with my account
  3. Desktop appeared and my login items started fine, which include Dropbox, Mozy Backup and Sophos AV
  4. Sophos started its 'Auto Update' process which ran for nearly an hour until the machine completely froze

The Auto Update process started and ran for an hour and them caused my machine completely freeze!  The 'Auto Update' window was open and it was indicating that the update progress was running.  However it was doing nothing.  I was initially able to bring up the 'About Sophos' dialog box and the 'Cancel Update' option was avaiable for about 10 mins then both of these menu options became greyed out and unavailable for selection.  I was then forced to let the process complete, which I did and then I noticed that I wasn't able to click on any of the items on my menu bar - moving my mouse up there just caused the 'spinning beachball' to appear.  I was unable to bring up the 'Force Quit' dialog box.  After an hour, my machine was complete frozen!  I was forced to physically power off the machine!!!

I have since restarted the machine and manually ran the 'Update' process and it has downloaded NO new updates, as the date on the virus patterns is still showning January 2nd 2012.  Therefore, when it ran upon the initial boot up, the Sophos AV product did nothing!  I have gone through the various logs within the 'Console' application and nothing is recorded in any of them for the period that your software was hung.

This is the second time I have experienced that behavour and its frankly unacceptable from Sophos.  I have been using Sophos in various very large enterprise deployments for nearly 10 years and I have never experienced anything like this.

Can I ask you to advise on this?

Many thanks

Neil

:1005217


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  • 0

    Do lockups of this type ever occur soon after you log in to OS X, after starting the system?

    :1009868
  • 0

    Are you using Sophos AV Home Edition, or the enterprise product?  If the home edition, I'd recommend uninstalling 7.3.7C and downloading a new installer -- I know 7.3.11 was designed to update to the SAV 8 version, but I can imagine earlier versions running into some problems, as the upgrade repo 7.3.7C is looking for probably doesn't exist anymore.  That said, the updater SHOULD be able to handle this sort of situation, so thank you for flagging this up.

    But to fix the problem for you, the best option is probably to run Sophos Remove.app and then install SAV 8 (this will install SAV 8.0.6).

    :1009876
  • 0

    I just realized I've been sporadically experiencing a similar issue on my iMac... the updater gets stuck in "updating..." and continually uses more resources without actually completing the update (it never gets to the part where it re-starts the SophosUIServer process).

    My fix? Select "About Sophos Anti-Virus" from the shield menu.  The About box never comes up, but the shield menu vanishes and comes back -- after which if the About item is selected again, it comes up correctly with the most recent version.  Don't know why, but it fixes the problem every time.

    :1009982