This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Videos are not enough

Hi, I am a new user of SAV. Thank you for this free and (hopefully) great product!
My questions / issues:

1) I started "Scan this MAC" for the first time last night, it stopped after scanning roughly 40% of all files; I left it like this for the night - it's still there in the morning.
What am I supposed to do? - restart? - reinstall?

2) On ther video "'Issues detected' shown in a Sophos for Mac scan" it says:
" We can right click on the white next to the message and open the scan log"..
-- well this does not work, nothing pops up on the right click (OSX 10.9.5).

3) On the same video, there is an example where the narrator "is not particularly worried". But what if one needs to worry?

4) Is there a wish list for the product?

THANKS!

This thread was automatically locked due to age.

Parents

0 ruckus over 10 years ago

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.

:1019339

- - - - - - - - - - - -

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.
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 ruckus over 10 years ago

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.

:1019339

- - - - - - - - - - - -

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.
Cancel
Vote Up 0 Vote Down

Cancel

Children

No Data

Videos are not enough

Submitted a Tech Support Case lately from the Support Portal?