Sophos Anti-Virus for Mac Home Edition

[applejacks]

Sophos,

As a web app developer myself I would be horrified if there were 3 - 4 pages of people who took the effort to sign up for my product's message board for the sole purpose of trying to communicate a serious design flaw.  

I would take this as a free User Experience test and in the next version allow the user to push the install and then allow a manual update or download of the virus list.  It seems as if that is the only reason it needs to connect to the internet in the first place.  

Getting frustrated with the application during the install process is just about the worst way to start a user's experience.  

I too truly hope this gets solved but as another poster noted above it doesn't seem as if anyone has read or responded to this forum.  

like many people I hope down the road when they get around to fixing the software I hear about it again on some blog and that triggers my memory to try the software again.   

[Spellbinder]

A big +1 to the above post.

I hope someone with Sophos is paying attention.

[csinnott]

Hello Spike -

I'm have the 'can't conect to Sophos, though your Mac appears to be connected to the internet' issue, like so many others on this forum. No calendar pref fix or wifi fix works for me.  Do you have any suggestions?  Are you working on this issue?  Why are you not responding to what appears to be such a widespread and basic problem?  I have Sophos working on my Lion iMac - no problems.   Any advice would be appreciated.  I'd like to be able to use your product!  Thanks.

[annoyed1]

"The installer cannot connect to Sophos, although your Mac appears to be connected to the internet. Please check your network settings and click Continue again." has been going on since 2010, this is ridiculous. I've just purchased my Mac - so my settings are fine and work with every other program out there. The issue is not at my end, it's at yours Sophos and you know that.

Did you promote this free virus software as a marketing stint?????

People have been raising this issue since 2010 there has to be a solution.

I would recommend everyone to email customercare@sophos.com.au to raise your complaint because this is awful service even if it is a free product.

[mell0wg0ld]

Another person with this problem:

"The installer cannot connect to Sophos, although your Mac appears to be connected to the internet. Please check your network settings and click Continue again."

...I'm checking the support forum for more information but after trying the various fixes and having no success I guess I'll just have to give up. 

THANKS FOR THE SUPPORT SOPHOS SUPPORT FORUM!! 

[agypsy]

I seem to have the universal problem with my Macbook Air runing Lion and up to date with all software

The installer cannot connect to Sophos, although your Mac appears to be connected to the internet. Please check your network settings and click Continue again.

For more information, please visit the support forum.

I have tried all soutions offered and nothing changes - very frustrating.

[Sbonzy]

I have sent email to Sophos asking for a response for the installer cannot connect error.  No response yet.

[RBaldry]

Apologies for not responding to the community sooner on this issue. It's clearly a frustrating experience and I'm not happy to see some of our customers having a poor experience. 

We believe this problem happens when the installer fails to complete an HTTPS connection to the Sophos registration server. It can be caused by failure to validate the registration server's certificate, which could explain why for some people it's solved by time/date changes. However, there is clearly more to it that just that.

Our engineering team is currently investigating this specific issue along with some other install problems that have been reported via the FreeTalk forum. Assuming we can track down the root causes of these issues and determine a way to resolve them, we would like to include these fixes in a release in February 2012.

In the meantime, I or my colleagues will update the forum with any information we learn that would help work around the problem.

Thank you all for your support of the product and your contribution to the FreeTalk forum!

Regards

Richard Baldry

Product Manager

[DanNye]

+1 with the "Can't conect to Sophos, though your Mac appears to be connected to the internet" issue.

I'm running OSX 10.6.8, am fully up-to-date, and have no other 3rd-party security software installed which may have interfered with the installation.

My time and date were correct before starting the installation (they'r set to update automatically from time.euro.apple.com. I tried continuing several times with the same response. Then I simply clicked the time in the menu bar, then tried continuing again, and it worked.

Just to make it clear, neither my time nor date changed at all, but the installation would not let me continue without this step.

There's nothing obvious in the logs, and looking through the installer packages doesn' show anything out of the ordinary.

Dan

[RxDdude]

+1 from this corner, as well. Had this issue, plus additional symptoms, displayed in the GUI and found in the OS X logs, when first installing SA-V in my Mac Mini, running OS X Lion (10.7.2, previously updated from 10.6.8). Had recently upgraded OS X twice with Apple's Software Update function. Software Update had last pushed and installed the 10.7.3 update to OS X. After a week or two of struggles, I telephoned to Apple Mac support (I am still within my 90 days of purchase on this Christmas gift from my family) and described the issues. Apple's tech was very profesional. He recognized these symptoms as probably caused by a faulty installation of the 10.7.3 update. Faulty, despite the installer's having displayed the Successful report and About This Mac reporting 10.7.3 installed. He also informed me that mine was the first report from a Mac Mini user of these 10.7.3 issues . Macbooks owners had been reporting it for a few weeks, and Apple has a fixed update package, now. He told me to download and install the 10.7.3 "Client Combo" over the problem OS, with no need to uninstall or remove anything, just simply download and install. It seems to have worked well.The Client Combo download can only be found, he said,  by starting with a Search in the apple.com Support page's Search slot. I did install this yesterday and am happy so far. Maybe some other OS X users can benefit from this report, although it seems clear that this is not the most prevalent problem, not in all or even most of the cases. Happy hunting!