Applies to: Sophos Home Premium and Free (Mac) You encountered the below error message in installing Sophos Home on your Mac computer: The installation failed. Best mac highlighter. 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 to cleanup its remnants. Solution There are two ways to solve the issue: • Run the Installer. • Double-click on SophosInstall. • Right-click on Sophos Installer then select Show Package Contents. • Go to Contents > MacOS > Installer. • Double-click on Installer to run it. If you still receive the same installation error message, follow the succeeding solutions below. Applies to: Sophos Home Premium and Free (Mac) You are trying to load the Sophos Home kernel extension (KEXT) via System Preferences, but the Allow button does not respond when clicked. The issue happens on the new installations on macOS High Sierra 10.13. As a result, Sophos Home does not function fully. Cause On the macOS High Sierra 10.13, some mouse or trackpad customization tools conflict with the System Preferences pane. This caused the Allow button to not work, if it is clicked through screen sharing applications, such as Team Viewer. Solution To resolve the issue, do any of the following options: • Click the button locally. ![]() To install Sophos Anti-Virus so that it is managed by Enterprise Console, see the startup guides on the Enterprise Console page. Applies to: Sophos Home Premium and Free (Mac) You are trying to load the Sophos Home kernel extension (KEXT) via System Preferences, but the Allow button does not. If you are accessing the computer through a screensharing software, advise another person present in front of the computer, to click on the Allow button. • Disable the mouse or trackpad customization tools. • from the computer. • Disable or unload the mouse or trackpad customization tool that you are using. • Re-install Sophos Home. • Enable the mouse or trackpad customization tool that you disabled from step 2. • Go to Apple menu > System Preferences. > Security & Privacy > Click the Allow button. Related information • •.
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