Videos are not enough

To answer the questions:

1. The scan has probably encountered a large file, or folder full of files. It may look ‘‘‘‘stuck’’’’ but often it is processing all the files in the background. I’’’’d say the best way to proceed is to stop the scan. Then either disconnect any external drives (like backup drives etc. that have loads and loads of files), or exclude the paths from a custom scan, and then re-run the scan.

Sounds like you have already checked out our videos. This video explains scanning your mac with a custom scan and excluding paths so it runs quicker:

2. Works for me on 10.9.5:

3. I can’’’’t honestly remember the last time I saw something mentioned in the SAV scan log that should be worried about - ever, in fact. And that’’’’s not speaking as a consumer, but as a veteran engineer in Support looking at scan logs etc. for years and years.

Go on, prove me wrong :). Post the extract of your log file and maybe you’’’’ll have the most critical problem with the scan ever :).

Finding the logs (in case the right-click still isn’’’’t working): http://openforum.sophos.com/t5/Mac-tools-help/Where-are-the-logs-for-SAV-for-Mac/td-p/16091

4. You can list things you like, don’’’’t like, and things you’’’’d like to see as a new post on this board. We’’’’re working to release a new product feature request system but that won’’’’t be ready for a few months.

Hi,

1) "the best way to proceed is to stop the scan", "probably extarnal drive"... etc. -- I left all my frustration regarding these remaccs in another post ("Cannot stop scan"). I CANNOT STOP the scan, that's the biggest problem. Please read my other reply (to "Cannot stop Scan").

2) right-click in scan window doesn't work, point. Please come visit me, I'll show you (send me an email when in Santa Clara,  I am sure we can arrange something ); But that doesn't matter: there is main menu / scan. Probably not the best UI design but who cares as long as there is a way to get to the logs.

3) I didn't say that You should be worried about the log :-). Obvilusly I didn't make myself clear - let me fix this:

if you watch the video, -- it's called "Issue detected" and is supposedly all about issues (?) -- the narrator says "In both cases I am not particularly worried". -- and that concludes! the video, ta-da!

My concern was: What the hell am I supposed to do if there is an issue?!? I am supposed not to worry about too? :-)

Obviously the narrator missed the final phrase "and if you're worried go to the video such-and-such" or something like that.

4) Currently my concern is: the button "Stop scan" should work. 

And there must be something like "Stop all scans / AV processing" an the tray menu.

This should be simple enough for a sophisticated piece of sw like this.

Otherwise there is a feeling of a complete absense of control and understanding of whatsgoing. Hard to trust it. Especially at the very beginning.

I hope you understand.

If needed, I'd be glad to help with providing you with logs, snapshots etc.

Thank you.

Having two threads for similar issues isn’’’’t help me - I’’’’ll only reply to this one.

1. Either restart the Mac, or open Activity Monitor, find the SophosAVAgent process and Force Quit it. The scan with end.

2. Actually we have an office there (https://www.google.com/maps/place/3945+Freedom+Cir+%231100,+Santa+Clara,+CA+95054/@37.3845948,-121.9722591,3a,75y,351.35h,94.11t/data=!3m4!1e1!3m2!1sLFrXfRhmytOyu6BfXQPlWA!2e0!4m2!3m1!1s0x808fc9eced975643:0x1d835c81be9834aa) but it doesn’’’’t have a support department - so no good to you.

Maybe the scan has locked it up - not sure. I provided a link to how to open the logs from Console which gets you to exactly the same place. Here it is again:
http://openforum.sophos.com/t5/Mac-tools-help/Where-are-the-logs-for-SAV-for-Mac/td-p/16091

3. The video tells you to look in the log and see what is reported. If you are concerned post a portion of the log that says what was detected on this forum. I can tell you if it’’’’s anything to worry about. If necessary I’’’’ll ask you to submit the file to SophosLabs and then ask them to completely analyze the file to see why the problem was reported. If required they can escalate to our development team (specifically our virus engine team) who can fix any problem.

However, after saying all that, I doubt there is a problem. But please post an extract of the log that mentions the error/warning.

4. See point one above.