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Clean Up Threat never stops.

AllyPally

Sophos AV for Mac 8.0.8C running on an iMac with OS X 10.7.5. Admin user.

There are 6 threats in the Quarantine Manager, all saying Action available: Clean up. When I authenticate and click Clean Up Threat, the progress bar never stops. I've run it for 24 hours, and ended up Force Quitting.

The threats and files are:

Troj/JsRedir-IZ, email attachments

Troj/JSRedir-IX, email attatchments and a prefs file

Mal/Phish-A, email attachments, Skype database, systems file in AppKit framework, Sophos AV agent

Troj/Exploit-J, email attachments

Mal/EncPk-AGD, Helvetica font (!), prefs file

Mal/JSRedir-M, email attachments, PubSub database

I'm presuming the Sophos AV agent is corrupt, but not sure how to proceed now. Time for uninstall/reinstall?

:1010878


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  • 0

    Restarting your computer will fix the problem -- definitely some in-memory corruption going on there.  Likely started when the original file being cleaned up was removed by the cache manager prior to Sophos actually removing it -- at which point the file index somehow got messed up.  Welcome to the elite few who have had this issue!

    (yes, there are other issues that show up in cleanup, but this one is special, and extremely hard to reproduce).

    :1010888
  • 0

    I seem to be among the elite few who get this all the time.

    It happens every few days. The threat files are shown as system files, or Sophos preference files, or fonts. If I notice, I restart the computer, then scan, and that puts everything right.

    If I don't notice, the cleanup hangs, and I have to force quit. Then take the steps above.

    I normally leave the computer on all the time. Now I'm using Sophos I have to restart every couple of days.

    I'm happy to help with any investigation you want to do to reproduce the issue so it can be fixed.

    Alison

    :1010928
  • 0

    I am having the same problem as you.  I did a setup assistant based reinstall on my mac.  Sophos popped up with tons of threats.  I should note - I don't think these were identified in Spetember - the date of the threat.  I have done a clean up and it has been running forever with no change or progress:

    Troj/Redir-T

    Mal/Iframe-W

    Troj/JSredir-IE

    Troj/JSRedir-HH

    Troj/PhoexRef-A

    Troj/JSAgent-AP

    Troj/Iframe-HK

    Troj/Dloadr-DLM

    Mal/ChepVil-A

    Mal/FakeAV-LI

    Troj/Phish-Z

    Mal/Phish-A

    Mal/FakeAV-BW

    I am able to clean up any threats that have shown up today - after my reinstall - but it hangs on any threats from pre-reinstall.  I have tried to reboot with no luck.

    :1010982
  • 0

    Mine never stops and never shows any of the three identified threats as removed.

    :1011076