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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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    Thanks - file received and I can open it...but no scan logs.  That seems strange.  Did you scan the computer while logged on to the Mac with the same account that you ran the SDU tool?  That would explain it - the logs would then have been created under the other account and hence unavailable when the SDU was run.

    If so you need to log on with the same account as you originally scanned the Mac.  If you are now, and always have been, logged on with the same account: Can you follow the video in the thread below to see if the scan logs actually exist?  Can you see them in Finder?  If do see them: Can you follow the video's instructions to zip up the 'Scans' folder and email that through?  I should definitely get them then.

    It's taking a while but I hope we'll get there in the end! :smileyhappy:

    :1016951
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  • 0

    Thanks - file received and I can open it...but no scan logs.  That seems strange.  Did you scan the computer while logged on to the Mac with the same account that you ran the SDU tool?  That would explain it - the logs would then have been created under the other account and hence unavailable when the SDU was run.

    If so you need to log on with the same account as you originally scanned the Mac.  If you are now, and always have been, logged on with the same account: Can you follow the video in the thread below to see if the scan logs actually exist?  Can you see them in Finder?  If do see them: Can you follow the video's instructions to zip up the 'Scans' folder and email that through?  I should definitely get them then.

    It's taking a while but I hope we'll get there in the end! :smileyhappy:

    :1016951
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