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Update routine failing

ChrisBunce

Every few days the update routine kicks in but doesn't complete. The icon shows download in progress and while this is happening on-access scanning is disabled. You cannot stop the update process using Activity Monitor and if you try and restart the Mac is freezes and you ate obliged to press the power button to give it a hard boot.

I am running Mointain Lion and have installed the Version that came in the savosx_80_he.10.8+.dmg package which the wrbsite states as being the correct versino for ML. Any ideas?

Thanks.

:1010776


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  • 0

    In the About window, what version information do you have? something equal or greater than 8.0.8C, 3.37.10, 4.83, 4204587 threats is preferable.

    Since it sounds like you've tried killing things off during an update process, it's possible something's got into a bad locked state.

    What happens if you uninstall, restart your computer, reinstall and then restart once more?  Are you able to run Update Now successfully at this point?

    :1010784
  • 0

    Thank you for getting back to me.

    It is reporting:

    Version 8.0.8c

    3.37.10

    4204587

    I only tried killing the process yesterday morining. Prior to that, when updating was failing, I just tried rebooting the iMac. As I said, if you try and reboot while updaining is hung the Mac does not restart without a hard boot. This appears to have happened following the first major update to Mountain Lion. I did uninstal/reinstal Sophos when this issue first arose and upgrading to the above version as part of this process.

    Please let me know if there is any more information I can provide.

    Regards.

    Chris

    :1010816
  • 0

    Do you have anything surrounding the failed update time in your log?

    Console.app -> /Library/Logs -> Sophos Anti-Virus.log

    :1010826
  • 0

    Dear Sir,

    Please see below which shows an update starting at 15:42.57 on 12 November but did not complete.

    com.sophos.autoupdate: Updating catalogue information at 15:42:32 12 November 2012
    com.sophos.autoupdate: Catalogue updated at 15:42:34 12 November 2012
    com.sophos.autoupdate: Download started at 15:42:34 12 November 2012
    com.sophos.autoupdate: Download completed at 15:42:56 12 November 2012
    com.sophos.autoupdate: Update started at 15:42:57 12 November 2012
    com.sophos.autoupdate: Sophos AutoUpdate
    com.sophos.autoupdate: Version 8.0.8
    com.sophos.autoupdate: Copyright (c) 1989, 2004, Sophos Group, www.sophos.com
    com.sophos.autoupdate:
    com.sophos.autoupdate: Info: Checked primary server at 07:41 on 13 November 2012
    com.sophos.autoupdate: Sophos Anti-Virus is up to date
    com.sophos.autoupdate:
    com.sophos.intercheck: Sophos Anti-Virus
    com.sophos.intercheck: Version 4.83, 05 November 2012
    com.sophos.intercheck: Includes detection for 4204477 viruses, trojans and worms
    com.sophos.intercheck: Copyright (c) 1989-2012 Sophos Ltd, www.sophos.com

    07:41 on the 13th is when I restarted my iMac. Hope this helps.

    Regards.

    Chris

    :1010828
  • 0

    This definitely helps to some degree... it throws out most of the common issues that would put your Mac in that state.  Has updating been functioning properly since then?

    :1010830
  • 0

    Thank you for getting back to me. I've been performing manual updates since the most recent failure and they have been ok. Typically it takes 3/4 days for this event to occur following a restart, based on hourly checks. Would you like me to re-enable automatic updates? 

    Chris

    :1010836
  • 0
    ChrisBunce wrote:

    Thank you for getting back to me. I've been performing manual updates since the most recent failure and they have been ok. Typically it takes 3/4 days for this event to occur following a restart, based on hourly checks. Would you like me to re-enable automatic updates? 

    Chris

    Yes, re-enable.  However, it looks like there's likely a conflict between your automatic update and something else -- maybe you're putting your computer to sleep in the middle of an update, or a backup is kicking in?  Identifying what else is happening during the update will point us to the likely fix.

    :1010850