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ozmark07
Level 1: Cadet

Is anti-virus plus security compatible with macOS Sierra?

Answered

Installed MacOS Sierra 10.12 on my MacBook Air today and upon restart the Anti-virus security plus showed it had a problem and that the Anti-malware scanning is turned off... pressing on the 'Turn on anti-malware scanning' shows that Real-time Protection is turned on but when I try any type of scan (quick, full,custom) it says 'could not connect to scanner engine! Please contact tech support'. 

 

Is this because Anti-virus plus security is not yet compatible with the latest OS from Apple?

 

I've tried an uninstall and re-install, same issue....

1 ACCEPTED SOLUTION

Accepted Solutions
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Is anti-virus plus security compatible with macOS Sierra?

All, the updated Mac OS version of Anti-Virus Plus Security will be available from Monday 19th December.
Apologies for the delay, however we used the opportunity to;
- update the anti-malware engine
- integrate with the Mac OS Notification system
Look forward to your feedback once the updated version is in place next week.
Formerly of Telstra

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21 REPLIES 21
shooter-123
Level 3: Gumshoe

Re: Is anti-virus plus security compatible with macOS Sierra?

I have the exact same problem - Telstra??

BarryDS
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

I also have the same issue after updating to Mac OS Sierra!

SteveL1
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

 

Same here. Please fix
@ozmark07 wrote:

Installed MacOS Sierra 10.12 on my MacBook Air today and upon restart the Anti-virus security plus showed it had a problem and that the Anti-malware scanning is turned off... pressing on the 'Turn on anti-malware scanning' shows that Real-time Protection is turned on but when I try any type of scan (quick, full,custom) it says 'could not connect to scanner engine! Please contact tech support'. 

 

Is this because Anti-virus plus security is not yet compatible with the latest OS from Apple?

 

I've tried an uninstall and re-install, same issue....


 

shooter-123
Level 3: Gumshoe

Re: Is anti-virus plus security compatible with macOS Sierra?

Can someone from Telstra please reply?

CK4
Level 1: Cadet

Re: Is anti-virus plus security compatible with macOS Sierra?

I contacted Telstra broadband security and they said if i have downloaded the latest MAC OS Sierra the Telstra anti-virus plus security will no longer work as the latest MAC OS Sierra has its own virus protection and blocks the Telstra security.

If anybody has any other questions i suggest you contact Telstra broadband security or Apple.

Telstra (Retired)
Telstra (Retired)

Re: Is anti-virus plus security compatible with macOS Sierra?

I can confirm that whoever told you that was incorrect.
Formerly of Telstra
Telstra (Retired)
Telstra (Retired)

Re: Is anti-virus plus security compatible with macOS Sierra?

Apologies for the delay here.
While we know a number of customers run the software without issue, we have been able to reproduce this issue.
Therefore we've restricted the download of Anti-Virus Plus Security on Macs running Sierra 10.12, until a fix is released.
We are working with Apple on the matter and should have an update later this week.
Formerly of Telstra
Telstra (Retired)
Telstra (Retired)

Re: Is anti-virus plus security compatible with macOS Sierra?

All, Please note a MacOS Sierra Compatible version of the Software is targeting release by Tuesday 8th Nov. I should be able to confirm this date by mid-next week. Thanks for your patience
Formerly of Telstra
SteveL1
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

I have this issue too. Just had a call from Telstra saying my case is closed because I removed the software until I received a call telling me it was fixed? They suggested I log the issue here so I have. Nice to see there is a fix on the way! Let me know when it is fixed and will install again
Krazy1
Level 1: Cadet

Re: Is anti-virus plus security compatible with macOS Sierra?

Any thing to update? Its Nov 8th.

 

Telstra (Retired)
Telstra (Retired)

Re: Is anti-virus plus security compatible with macOS Sierra?

The update expected last week did not pass testing. After review a new delivery date of the 5th December has been agreed. If that date changes, we will advise
Formerly of Telstra
Krazy1
Level 1: Cadet

Re: Is anti-virus plus security compatible with macOS Sierra?

Thank You

bobhusband
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

when will broadband protect be fixed to work on mac sierra OS ? its been almost 2 months now and still no fix???

bobhusband
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

it is now the 7th
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Is anti-virus plus security compatible with macOS Sierra?

All, the updated Mac OS version of Anti-Virus Plus Security will be available from Monday 19th December.
Apologies for the delay, however we used the opportunity to;
- update the anti-malware engine
- integrate with the Mac OS Notification system
Look forward to your feedback once the updated version is in place next week.
Formerly of Telstra
bobhusband
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

so how do I get it up and running after monday? its been so long i cant remember

 

Telstra (Retired)
Telstra (Retired)

Re: Is anti-virus plus security compatible with macOS Sierra?

shooter-123
Level 3: Gumshoe

Re: Is anti-virus plus security compatible with macOS Sierra?

Tried to install the new update on macOS (Previously had the old version installed) and I get an error:

"A Previous version of Telstra Computer Security must be uninstalled before this one can be installed"

Only issue is that I am not able to uninstall - it's not within the Applications folder and I have tried the Python script from the 

https://wontok.zendesk.com/hc/en-us/articles/202406180-Uninstalling-Telstra-Online-Security-for-Mac-... site

When this is run I get the below

 

Shanes-iMacSmiley Very Happyesktop shanekatie$ chmod +x TOSRemover.py

Shanes-iMacSmiley Very Happyesktop shanekatie$ sudo python TOSRemover.py

Password:

(kernel) Kext com.Bitdefender.iokit.av not found for unload request.

Failed to unload com.Bitdefender.iokit.av - (libkern/kext) not found.

Shanes-iMacSmiley Very Happyesktop shanekatie$

 

Ideas?

shooter-123
Level 3: Gumshoe

Re: Is anti-virus plus security compatible with macOS Sierra?

Found the fix - manually commented out the affected lines from the Python script and this run without error. 

When I looked in in the Library folder via Finder there was a folder for Telstra which I deleted. Installer has now run

bobhusband
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

so what does a novice do to get   broadband protect to work?????????????????

 

bobhusband
Level 2: Rookie

Re: Is anti-virus plus security compatible with macOS Sierra?

went to finder -broadband protect -uninstaller,uninstalled then logged on to my account -broadband protect -manage acc then downloaded the new one

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