Applies to: Sophos Home for Windows Why can’t I install/uninstall Sophos Home?: You may encounter any of the following issues with Sophos Home: Continuously getting a message to restart the computer to uninstall or reinstall Sophos Home. You receive uninstallation/installation failed errors. You are unable to reinstall Sophos Home due to error messages. These issues […]
Applies to: Sophos Home for Windows You receive the following message when trying to install Sophos Home: “Sophos Extractor Could not extract the installation files. Please contact technical support. Error code: 30” This error can occur due to several reasons: An incomplete or corrupted download A 3rd party archiving tool is installed A 3rd party […]
Applies to Sophos Home running on Windows 7 What is happening The message “Windows requires a digitally signed driver” may appear when installing Sophos Home on Windows 7. This happens when the Operating System is missing security updates that allow Windows 7 to use SHA-2 code signing. Technical details: https://docs.microsoft.com/en-us/security-updates/SecurityAdvisories/2015/3033929 How to fix it To address […]
Applies to: Sophos Home for Windows You receive the following message when installing Sophos Home “Installation Unsuccessful. Failed to wp-signup.php with the Sophos server.” Causes An extended characters (such as å, ä, ö, ü, ë, etc.) is present in the computer name. You have reached the maximum number of wp-signup.phped computers under your Sophos Home […]
Applies to: Sophos Home for macOS You are trying to load the Sophos Home kernel extension (KEXT) via System Preferences, but the Allow button does not respond when clicked. Cause On macOS High Sierra 10.13+, some mouse or trackpad customization tools conflict with the System Preferences pane. This causes the Allow button to not work, especially if it is clicked through screen […]
You installed Sophos Home on a computer running macOS 10.13 High Sierra, 10.14 Mojave or 10.15 Catalina, but you did not receive any notification to allow the Sophos Home kernel extensions (KEXT). Cause Notifications to allow Sophos Home KEXT are not received when: The kernel extensions are no longer applicable, macOS11 Big Sur + Sophos Home […]
Applies to: Sophos Home for macOS When running the Sophos Installer.app, you receive a message stating: “The application “Sophos Installer.app” can’e be opened.” Cause This issue happens when the Internet browser is not configured to automatically open safe files for downloading, and a third-party software is preferred to use in extracting archived folders such as Keka, Entropy, […]
THIS ARTICLE IS INTENDED FOR ADVANCED USERS ONLY – PLEASE CONTACT SOPHOS HOME SUPPORT IF YOU ARE A PREMIUM USER AND NEED ASSISTANCE WITH THESE STEPS. Applies to: Sophos Home for macOS What’s happening: You encounter the following issues with Sophos Home: You receive installation failed errors. You receive uninstall failed errors. Sophos Home does not […]
Applies to Sophos Home for macOS What’s happening When you try to install/uninstall Sophos Home on Mac, you receive the following message: “The installation cannot proceed. The installer has detected that key system folder(s) on your Mac have insecure permissions… “ OR “The removal failed. Insecure ownership or permissions were detected on a key directory. Installation cancelled.” This happens […]
Applies to: Sophos Home for macOS You encounter the below error message in installing Sophos Home on your Mac computer: The installation failed. The software was not installed successfully. Remove the software and re-install. Cause This issue happens when Sophos Home detects another installation instance of Sophos Home or other Sophos anti-virus products and fails […]