Sophos AV 7.3.8C Crashed MacBook Pro AGAIN!!! Unacceptable Software!!!

Hello

I'm sorry to hear of the issues experienced, if I could ask you to PM me the Sophos logs from the affected machine I would be more than happy to assist.

A utility has been created to assist:

http://downloads.sophos.com/tools/Sophos%20Diagnostic%20Utility.dmg

Will

Sophos Technical Support 

Hi Will,

Thank you for coming back on this ocassion regarding my posting.  I have posted on this a few times before and they have gone unanswered, on the last three times.

This is the fourth time that this happened this year, in general usage Sophos sits in the background and does it's job unnoticed - then other times at the time of the system booting, it starts the Auto Update process and refuses to stop until OS X is completely locked up and needs to be powered off.  Last night was the first time that I had to resolve soem corruption with the file system and I think its corrupted the installation of Firefox.

Thank you for the URL of the diagnostic tool.  I will have a look at installing this and gathering the logs.  So your aware, I have gone through the various logs in the Console application and unfortunately there is nothing logged in the any of them.  I will PM back whatever the utility generates this evening when I have the MacBook switched on.

I currently understand that there is a version 8 of the application in development that is scheduled for release in Q1 of 2012.  Are you able to let me know when this is scheduled to arrive?  My previous questions on this on this forum have been met with nothing other than "Q1" or "I refer you to what Andrew said".  Which isn't an answer.  I did drop an e-mail to Customer Services last night regarding the fact that I cannot obtain an answer.

I am unfortunately amazed at what this software does, as your enterprise and Microsoft products are quality.

Many thanks in advance,

Kind regards,

Neil

Hi Neil

I can appreciate your frustration (I suspect I would have less personally in your position).

Release dates are a fickle beast as with software company, with multiple departments needing to sign off the product as all ok - therefore unfortunately some safe answers are usually given, including the ones you mention.

I will endeavour to obtain some further information about SAV for Mac 8 in the meantime.

Will

Hi Will,

Thank you for coming back on this, I am very much appreciative of your time.

I understand where you are coming from with regarding the release dates being fickle beasts.  I work for one of the global IS firms, so I appreciate.  If you are able to find out some information, I would be very much appreciative.

I was talking to Andrew (on here) back in November 2011, regarding the fact that Sophos would scan the active Time Machine drive when it was being used by Time Machine and thus lock up or crash the MacBook.  He mentioned about version 8 back then and Q1 is ending at the end of next month.

I like the product, as it feels like the other Sophos products that I have used on Windows, Exchange, etc.  It does usually sit there and do its job but every now and then it does the strange behavour, appears to download no updates and leaves no trace.  I think its either a case of something the software not releasing its communication with the Update servers or the Update servers not presenting something back to the locally installed software.  I'm hoping that your utility finds something that my line by line review of the various logs hasn't been able to.

I prefer not to use tactics like how I opened this thread and to contact Customer Services directly, but as you can imagine after a few issues and no response.  I'm keen to get this progressed.

I will send back what I find this evening for for you to go through.  If you need anything further, please don't hesitate to let me know.

Many thanks,

Neil

Hi Neil

Understood, I'm happy to help

(I can see at least 5 threads open for this issue)

More importantly you should not have to go to the lengths previously performed to get things moving.

I look forward to reading the logs and will update you accordingly.

all the best

Will

Much appreciated ;)

The 'Auto Update' process has just done it again!  Upon the initial boot and login, it started the update process and then completely froze the MacBook Pro.

This is the second time this week, it first did on Wednesday evening and its just done it again.  Both times upon initial boot and login.  Luckly, this time the 'Disk Utility' utility didn't need me to boot into the 'Recovery Console' to resolve some corruption on my hard disk, which was required on Wednesday.

I have run the Diagonstic Utility on my Mac and I have the output, I just don't know how to get this to the Technical Support department.  I did attached it to an e-mail that I sent to Customer Services on Thursday, asking them to forward it.  Has this been received?  If not, can you advise how to get this to you?  I can't find a way to attach a document to a PM.

I have just dropped Customer Services another e-mail asking for this to be resolved and stressing my dis-satisfaction with both the product and the level of support that I have been receiving over the last few months.  I intend to keep posting in this thread to keep it at the top of the forum, as I expect a resolution to this.

Kind regards,

The 'Auto Update' component caused my MacBook to completely freeze and lock up upon logging in again.

This is the third time that it has done this, this week and this in the third time that I have used the MacBook this week - so that's a 100% crash rate.  Well done Sophos!  I have advised Customer Services of the sheer contempt that Technical Support has for Mac users.

The product has been successfully uninstalled and deleted!  At least the uninstall process worked.

Hi Neil

My apologies I was out of the office on monday, I can confirm the file has been received.

Sophos Anti-Virus for Mac version 8.0 was due for release on the 7th of March but has unfortunately now been delayed due to the discovery of a critical issue.

The revised release date will be communicated out once available

Hi Will,

Thanks for the update, no worries.

I appreciate you confirming that the output for the diagonistic tool has been received.   I trust that it provides some insight to understanding what has been happening.  As I mentioned to Customer Services, you are the only engineer on here who has provided with any assistance and I am most grateful for this.

For the time-being I have uninstalled the AV product from my MacBook, as the machine was unusable.  I did experiement with the ESET tool on Sunday and found this to be very poor in quality.  So for now, I'll run without an AV product and see how that goes.

I was communicating with Customer Services last night, who are arranging for me to receive a sales quote for the EndPoint product.

I am keen to understand the outcoming the investigation from the diagonstics.

Have a great day!

Kind regards,

Neil