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Can't uninstall Sophos v9 Home Edition for Mac

jvr

I installed Sophos v9 to try to fix a malware issue, but after running it a few times without any threats being detected, the issue remains. I decided to uninstall it and install another anti-virus program (Avast), and initially, deleted the Sophos app (to trash) and all Sophos System Files manually as I couldn't find an Uninstaller.  When I tried to install Avast, it said I still had Sophos installed.

So I re-installed Sophos v9, then found and ran Remove Sophos Anti-Virus, but it said "Removal failed. The software was not successfully removed".  The install.log file entry says:

Oct 17 23:13:45 Joannes-MacBook-Air.local Sophos Installer[704]: [SMEInstallController.m:210] Force removing (null)
Oct 17 23:13:45 Joannes-MacBook-Air.local Sophos Installer[704]: [SMEInstallationStatusService.m:227] Internal error. The current state is an active state but the main thread has completed.

Please help!  I'm running OSX 10.8.5 on a 2013 MacAir.  Reading through the posts, it looks like uninstalling Sophos isn't as straightforward as one would expect. I'm unfamiliar with how to run scripts. If that's what I need to do, could you please provide detailed info on how to do do this.

Cheers

Joanne

:1019533


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  • 0

    Try the removal tool.  You can download it from the following article...

    http://www.sophos.com/en-us/support/knowledgebase/121206.aspx

    :1019559

     - - - - - - - - - - - -

    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

     , that Removal Tool is  the very same program I downloaded and ran as per my original post.  (With corresponding  install.log entry with the error message.)

    I'm at the end of my tether here. 

    Joanne

    :1019577
  • 0
    jvr wrote:

    @ruckus , that Removal Tool is  the very same program I downloaded and ran as per my original post.  (With corresponding  install.log entry with the error message.)

    I'm at the end of my tether here. 

    Joanne

    We certainly try to make it easy to remove, sorry you are having so much difficulty. Definiltey not intentional. Can you post more of the install.log text? We need a little more to go on.

    :1019639

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    Bob Cook (bob.cook@sophos.com) Director, Software Development

  • 0

     , I cleared the install.log file immediately before running Remove Sophos AV and those were the only 2 lines that come up in install.log. I have run it again to test, and had the same result.

    Joanne

    :1019645
  • 0
    jvr wrote:

    @bobcook , I cleared the install.log file immediately before running Remove Sophos AV and those were the only 2 lines that come up in install.log. I have run it again to test, and had the same result.

    We'll be updating the remove tool on the website tomorrow, should resolve this situation for you. Thanks for your continued patience.

    :1019657

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    Bob Cook (bob.cook@sophos.com) Director, Software Development

  • 0

    The new version (9.2.2) is now published, give that a try. Apologies for this situation, definitely not trying to make it hard to uninstall the product.

    :1019665

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    Bob Cook (bob.cook@sophos.com) Director, Software Development

  • 0

      , where can I find Remove Sophos AV 9.2.2?  I've looked on the Sophos website and can't seem to find it.  Is it bundled with Sophos AV?

    Do I need to re-install Sophos AV to access it, or can you send me a link to the Remove tool?

    Thanks

    Joanne

    :1019717
  • 0

    The file you originally downloaded has been updated.  Go to the article below, download the v9 tool from there, and run that freshly downloaded file - make sure you don't run the older version you may still have in your Downloads folder (you can right-click on the removal tool from your Downloads folder and check it's the '9.2.2' version.

    :1019729

     - - - - - - - - - - - -

    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

    , Thanks for the link. I downloaded the Removal tool v 9.2.2 & checked it was the right version, but it won't run.

    When I tried to run it, it comes up with a message "Remove Sophos Anti-Virus can't be opened because the identity of the developer cannot be confirmed".

    This is just getting bizarre.

    Joanne

    :1019747
  • 0

    Looks like the removal tool has yet to be fully signed.  For now can you open System Preferences, go to 'Security & Privacy', authenticate with the padlock, and then choose 'Open Anyway' (you may need to attempt to run the tool again to get the 'Open Anyway' to appear).  Example:

    2014-10-30_16-00-50.png

    :1019761

     - - - - - - - - - - - -

    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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