Cleanup still in progress after 6 hours - ?

Maybe the file is located in a System folder or another user's home folder.  It doesn't know who's looking at the screen so is hiding it?

The message says to authenticate to clean up.  If you click the padlock (shown in the screenshot) does the path and file name show up?

Tried unlocking the padlock: now shows the path as blank and continues to show Cleanup in Progress. I was logged in as admin.

Also started a scan of the Mac.

Then after 5 min, both the scan and the cleanup showed Error; the process cannot be completed. Not looking good.

Any ideas?

Clear the quarantine manager (maybe throw in a quick reboot).  Force SAV to update (click the shield in the menu bar to access the option) and then go for another scan - once any update has completed.  That'll flush any problems.

Exclude from the scan Time Machine (if you use it) and maybe even compressed files  to speed it up.  Examples:

Getting there!

Clearing the Quarantine Manager cured that problem: it now shows no threats.

But rebooting, then starting a scan & leaving it overnight started off OK, counting down enthusiastically, but after 10 hours had stuck on 1,076,628 items remaining, with no movement. Stop Scan did nothing. The Time Machine drive and all other external drives are excluded; I don't have any compressed files. What could cause the scan to stop?

Hi,

I have seen instances where the scan progress bar and file counter stops but actually the scan is continuing in the background.  

Look at the Sophos shield icon in the menubar, it may have an activity indicator like a clock hand rotating which indicates the scan IS in progress.

Check the scan log by right clicking on the GUI scan area (whether its Scan This Mac or a custom scan) and you will display a menu which includes "View Scan Log".  Select this and look at the log.  If it has started there will be the settings entries and when completed there will be summary.

Another way of checking scan activity is to launch /Applications/Utilities/Activity Monitor.  If a window does not open (as is sometimes the case) select "Activity Monitor" from the Activity Monitor "Window" menu in the menubar.  Select "All Processes" in the drop down menu found in the Activity Monitor window.  Search for  SophosAVAgent  in the Process Name list.  If a scan is active the process will exist and the  %CPU  column should show a value well into double figures.

Hope this helps.

Finally got to the bottom of this. Relates to doing a scan with Sophos on a MacBook Pro, with 3 external drives attached.

Scanning everything: consistently hangs, showing one Mal/Phish-A threat but with no filename. It can't be cleaned up, but can just be deleted from the threat list.

Scanning each external drive separately with a Custom Scan: no problems.

Scanning the local hard drive with a Custom Scan: finishes properly, finding one threat & giving its filename (an email); cleaned up successfully

So the solution if a scan hangs is to use Custom Scans to scan each drive separately. Don't see why, but it's an acceptable work-round.

Thanks for your report. I am havng the same problem

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Radar wrote:

Thanks for your report. I am havng the same problem

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How is your scan configured?  And what drives (Time Machine, USB drives (hard drives and USB flash drives), etc.) are plugged in?

Try unplugging any large drives before scanning.

My threat cleanup has been in progress for 24 hours.  This happened before and I force quit, but the threat was still "found," though it was not listed in Quarantine Manager.  I'm not sure if the current threat is the same one.  If I force quit again, how can I find that threat and try to clean up again?