Overview
We have identified an issue affecting Sophos Home installations running on macOS 12 Monterey.
In some installation and update scenarios, a newer Sophos Endpoint component that requires a supported version of macOS 13 or higher can be installed on devices running macOS 12. When this occurs, Sophos Endpoint may stop functioning correctly.
The required resolution is to upgrade the affected Mac to a supported version of macOS.
Symptoms
Affected devices may experience one or more of the following:
Sophos protection is no longer active.
Sophos services fail to start.
Sophos Home reports errors or is unable to provide protection.
Endpoint functionality stops working after an installation or update.
The exact symptoms may vary depending on the state of the device and whether the Mac has been restarted since the software was installed or updated.
Resolution
To restore protection, upgrade the Mac to a supported version of macOS.
Apple will offer the newest version of macOS supported by the device hardware. The specific version installed may vary between Macs.
After upgrading:
Restart the Mac if prompted.
Open Sophos Home.
Allow updates to complete.
Confirm that protection is active.
Important information about macOS 12
macOS 12 Monterey no longer receives security updates by Apple.
For information about Apple security releases and operating system support, see:
Apple security releases: https://support.apple.com/en-us/100100
Current versions of Sophos Endpoint are designed for supported versions of macOS 13 and higher (for more information on supported operating system versions for Sophos Home: https://support.home.sophos.com/hc/en-us/articles/115005339243-Sophos-Home-system-requirements). Devices that remain on macOS 12 may experience compatibility issues with newer Endpoint components.
If your Mac cannot be upgraded
Some older Macs that support macOS 12 Monterey cannot be upgraded to macOS 13 Ventura or later.
Examples include:
MacBook Air (2015 and 2017)
MacBook Pro (Retina, 2015)
Mac mini (2014)
iMac (2015)
Mac Pro (2013)
To determine which versions of macOS are supported by your Mac, see:
macOS Ventura-compatible computers: https://support.apple.com/en-us/102861
If your device can not be updated to a supported version of macOS, please click https://download.sophos.com/tools/mac_home_MACEP-11435.tar.gz to download the standalone installer for macOS 12. Please note that this is a special build of Sophos Home for macOS 12 and cannot be upgraded to the latest version of Sophos Home.
Additional information
For information about supported operating systems and system requirements for Sophos Home, see:
Sophos Home Support: https://support.home.sophos.com/hc/en-us/articles/115005339243-Sophos-Home-system-requirements