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cannot update sophos and cannot unlock preferences

luca78nero

Dear all,

I'll try to be very brief... I am running OSX 10.7 and the autoupdate of Sophos seems deactivated (see attachments). In the beginning everything was working fine with version 8...  a couple of months ago, I realised that the autoupdate and manual update stopped working and were grey (attachement).. could not find a solution, so I decided to uninstall version 8 and try to install version 9, which I did ... for a couple of hours (probably until next reboot) everything worked fine, after that the problem came back... and not only, now on version 9, i cannot even unlock the preferences...


I know it is highly unlikely, i even performed a complete scan (which is apparently running and working) without any negative result, but it i have the same feeling as when a process or undesired "object" is blocking autupdate and preferences access to avoid being removed or so... in a few words, the tipical virus/malware behaviour...the mac is maybe a bit slower but I did not recognize any strange things though.....

any ideas on how to solve this?

Thanks

Luca

:1018225


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  • 0

    I've seen this before where SAV is installed when there is no network connection and even when you enable it (like turning WiFi on) you don't get credentials filled in until the process is killed.  Try this:

    1. Open Activity Monitor from Spotlight.
    2. Locate AutoUpdate process and force quit it.
    3. Wait a few seconds.
    4. Force an update.

    Check if the process restarts and fills in the details for the updating address and username.

    Oh and this is the 'Home Edition' right?  Downloaded from sophos.com yourself?  If you're not sure how about uninstall and reinstall the new v9.1 and testing that:

    http://openforum.sophos.com/t5/Sophos-Anti-Virus-for-Mac-Home/SAV-for-Mac-9-1-Preview/td-p/18025

    :1018253

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    hey

    the only Sophos related process i could spot was "sophosUIserver", I quit that, although it immediately restarted and apparently this allowed me at least to unlock the preferences... but still, the fields with the credentials are empty, no matter if I choose to use the system proxy settings, the custom proxy settings or no proxy at all (and anyway I have no clue in what credentials to use if I would use custom settings)... anyway the autoupdate is still not configured.

    Also restoring defaul, did not help.

    screenshot is attached...

    thanks.

    :1018279
  • 0

    I'd suggest giving 9.1 a go.  Uninstall 9.0.x using the removal app from 'Applications', reboot.  Then install v9.1.

    If 9.1 fails to get credentials then it's something about the AutoUpdate process being stopped from contacting our servers.  This comes down to local firewall/proxy/VPN and routing of network traffic to the internet.

    :1018311

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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