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I cannot manually cleanup detected threats

easyoz

I ran the Sophos for Mac Home edition v 9.0.3 on a macbook pro running 10.6.8.  It found 3 threats which I asked it to cleanup.  Cleanup failed.  In the details area it said to cleanup manually.  Doing that seems to involve running a custom scan but I have not been able to make that work.  I cannot get the threat name to stay in the custom scan area whether I have added a scan or not - I drag it in and it bounces back.  Additionally, the "path and file name" line isn't live so clicking on it does no good - it won't drag.  I have read and reread the instructions but can't figure out what I am missing.

:1014083


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  • 0

    There is no support from our main team for SAV for Mac Home Edition hence you shouldn't send it to that address.  However I did look at the attachment you submitted and unfortunately it's from the older version of the SDU.

    So:

    1. Download this: http://downloads.sophos.com/tools/SophosDiagnosticUtility.dmg
    2. Run in as shown in the video (scroll up a couple of posts above this one for the video).
    3. Email the Sophos_SDU.tgz file to sophossupport@icloud.com (not the @sophos.com domain).
    4. Post back when you have emailed it through.
    :1016883
Reply
  • 0

    There is no support from our main team for SAV for Mac Home Edition hence you shouldn't send it to that address.  However I did look at the attachment you submitted and unfortunately it's from the older version of the SDU.

    So:

    1. Download this: http://downloads.sophos.com/tools/SophosDiagnosticUtility.dmg
    2. Run in as shown in the video (scroll up a couple of posts above this one for the video).
    3. Email the Sophos_SDU.tgz file to sophossupport@icloud.com (not the @sophos.com domain).
    4. Post back when you have emailed it through.
    :1016883
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