Sophos for Home Generating complete memory dump file (Sophos) How to enable web intelligence debug logging (Sophos) Locating the Sophos Home version Collecting logs for support analysis using SDU (Sophos) Contacting Sophos Home Support Blocking cookies on web browsers (Sophos) Support information on Sophos Anti-Virus purchased from Staples Exploit mitigation is experiencing problems / mitigations […]
Applies to: Sophos Home Premium (macOS) You receive a Sophos Home notification on your Mac stating “Malicious Traffic Blocked” Cause This alert is displayed because the Sophos Malicious Traffic Detection (MTD) has detected and blocked a malicious HTTP traffic. MTD is the Sophos component responsible for monitoring HTTP traffic that shows signs of connectivity to known […]
Applies to: Sophos Home Premium (Mac) only The below pop-up alert from Sophos Home is received saying that a ransomware is detected: The terminated application is blocked until the user allows it to run, or the detection for this program is removed. Cause Sophos Home Premium’s Cryptoguard component detects and blocks suspicious encryption processes that […]
Applies to: Sophos Home Premium and Free (Mac) Why did I receive a Manual Threat Cleanup Required message? This message usually appears when Sophos Home detects a PUA, or when a file is contained inside a backup volume, external or disconnected drive, or inside a location Sophos Home does not have access to delete. These detections are […]
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 Cause Notifications to allow Sophos Home KEXT are not received when: The kernel extensions are no longer applicable, macOS11 Big Sur + Sophos Home […]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 […]