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Version 9.9.0 Multiple Mac Clients broken

We've had multiple mac clients updated to version 9.9.0. This results in Sophos services not running anymore, even after reboot. A full uninstall and reinstall is required. Incredibly sloppy update. Another reason I am moving away from Sophos.

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0 Yashraj S over 6 years ago
Hi I T1

Can you please let me know which services are not running? Also can you please confirm if the kernel extensions are allowed (If it is a new install)?

After installing Sophos Anti-Virus go to Security & Privacy in the Apple System Preferences window.

Near the bottom of the window, it will list the blocked Kernel Extensions (kexts) by Sophos. Click Allow.

Once authorized, all future Sophos kernel extensions are allowed, even after uninstallation. This step is not needed again on a reinstall.

If you have already raised a support case for investigation on this, please PM me the case number.
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0 Yashraj S over 6 years ago
Hi I T1

Can you please let me know which services are not running? Also can you please confirm if the kernel extensions are allowed (If it is a new install)?

After installing Sophos Anti-Virus go to Security & Privacy in the Apple System Preferences window.

Near the bottom of the window, it will list the blocked Kernel Extensions (kexts) by Sophos. Click Allow.

Once authorized, all future Sophos kernel extensions are allowed, even after uninstallation. This step is not needed again on a reinstall.

If you have already raised a support case for investigation on this, please PM me the case number.
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0 Badrobot over 6 years ago in reply to Yashraj S

I also have OSX running on multiple workstations, if you could provide any more information that would be great.
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0 I T1 over 6 years ago in reply to Yashraj S

We've been a customer for over three years (and 5 years prior to this), these are not new installs, I am confident we are experts with Sophos. The KEXT was already allowed to run years ago and there is no additional dialog to Allow Sophos kext again.

Errors are on one machine:

Not started: SophosScanD
Real time protection disabled

On another machine the errors are (this machine we already did complete uninstall/reinstall and it is still having the issue):

Not started: SophosEventMonitor
Not started: SophosScanD

Not started: SophosWebIntelligence

Real time protection disabled
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0 DianneY over 6 years ago in reply to I T1

Hello I T1

The information in the KB linked below may help:

MacOS: Secure Kernel Extension Loading troubleshooting

Related information if you have OS X 10.14.5 - Sophos Support for MacOS 10.14.5 Notarized Kernel Extensions
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0 I T1 over 6 years ago in reply to DianneY

Sure, I'll try it but I really wish my clients wouldn't break every time Sophos does an update. That's really my point, I'm dropping Sophos anyway so I am less interested in troubleshooting. It's funny because I was about to pull the trigger on going all in: Intercept-X, Sophos Firewall, Cloud Optix, etc. Not anymore.
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Version 9.9.0 Multiple Mac Clients broken

Submitted a Tech Support Case lately from the Support Portal?