This article covers how to troubleshoot Sophos Home post-installation/update issues macOS
TROUBLESHOOTING Post-installation (or upgrade) issues
Sophos Home requires 4 steps in order to protect macOS
1 - Enabling System Extensions OR Logging Extensions (Sequoia)
2 - Allowing Notifications
3 - Granting Full Disk Access to components
4 - Rebooting the Mac
For more details see: macOS installation guide
Troubleshooting issues after completing the installation process
Updating message appears on the Sophos Home Shield
The Updating message is informational, and will clear as soon as the update finishes. After that, you will be able to proceed with allowing notifications and completing the welcome screen popup.
If the update gets stuck, or doesn't work, see Advisory: Sophos Home for macOS - Sophos Endpoint for macOS - Sophos Update failures
Sophos Home Shield is Orange, yellow or red
Missing System Extensions
Follow the video steps to force the system extensions to reload. Steps might look slightly different based on the macOS version.
2.1 Step-by-step -Reload system extensions
Follow the steps to force the system extensions to reload, then go back to step 1 to allow them as needed.
- Open Finder (Note: This requires Finder, no other interface will work.)
- At the top menu, click Go > Go to folder...
- You will be accessing 2 locations and moving 2 files to the Trash:
First location (network extension)
1. Navigate to:/Applications/Sophos/Sophos Network Extension.app/Contents/MacOS/
2. Right-click Sophos Network Extension.app and select Move to Trash.Second location (scan extension)
1. Navigate to: /Applications/Sophos/Sophos Scan.app/Contents/MacOS/
2. Right-click SophosScanD.app and select Move to Trash. - NOTE: When moving the apps to the trash, the mac will prompt a message stating you’re removing a system extension, and it may be loaded. Click Continue and authenticate as prompted.
- After having moved both extensions to the Trash:
- Click the Trash icon in the lower right of your Mac screen.
- Locate SophosScanD and Sophos Network Extension.app
- Right-click each extension and select Put Back.
- Restart the mac and follow the prompts to re-allow the system extensions.
Scan aborted OR Action Required! appears on the shield
These messages appear when the scan component is not loaded.
To address them, ensure you are running the latest version of your macOS system, then reboot your Mac. If the problems persist after updating your mac and rebooting, follow these steps: Troubleshooting Action Required! Messages
Welcome to Sophos Screen pop up keeps appearing