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HELP! Challenge/Response buttons grayed out

ivanwee

hi i am testing SGN Enterprise client on a Windows 7 PC. After i installed the client, the PC rebooted. After starting up, there was a message saying SGN Authentication not running. So i manually started it. Right after starting the PC rebooted immediately by itself. After it boot up, there is a message saying Workstation is locked.

At the challenge/response screen, the OK button is grayed out!

Anyone can help? How i do i get this PC up? There are some important stuff in there

:1104


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    Hi Ivanwee,

    The fact that the machine rebooted on it's own looks like a classic case of local cache corruption.  The localcache of the machine contains all the configuration of the client and various other sensitive files such as policies and certificates etc.

    As such, it is imperitive that the client preserve the integrity of this information and so it is cryptographically secured.  Any changes made to this folder:

    C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache

    Will cause the machine to immediately and forcibly reboot.  If a copy of the localcache can be restored from backup then it will, if not, then the workstation is locked to prevent access to the data, and as the client is damaged and cannot continue booting, the challenge response options are greyed out too.

    The most common cause of this is that something such as AV software is scanning the localcache and modifying it.  As such, we always recommend excluding the above folder from scanning to prevent this sort of thing from happening.

    As for recovering your data (which is all you can do in this instance as the client is damaged and will not allow the machine to start) I suggest looking at the document in the following article:

    http://www.sophos.com/support/knowledgebase/article/108156.html

    This documents all the possible ways to recover data from SafeGuard protected clients.

    If you have difficulty in recovering the data from the machine then I suggest that you raise a support ticket with us.

    Regards,

    Stephen.

    :1134
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  • 0

    Hi Ivanwee,

    The fact that the machine rebooted on it's own looks like a classic case of local cache corruption.  The localcache of the machine contains all the configuration of the client and various other sensitive files such as policies and certificates etc.

    As such, it is imperitive that the client preserve the integrity of this information and so it is cryptographically secured.  Any changes made to this folder:

    C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache

    Will cause the machine to immediately and forcibly reboot.  If a copy of the localcache can be restored from backup then it will, if not, then the workstation is locked to prevent access to the data, and as the client is damaged and cannot continue booting, the challenge response options are greyed out too.

    The most common cause of this is that something such as AV software is scanning the localcache and modifying it.  As such, we always recommend excluding the above folder from scanning to prevent this sort of thing from happening.

    As for recovering your data (which is all you can do in this instance as the client is damaged and will not allow the machine to start) I suggest looking at the document in the following article:

    http://www.sophos.com/support/knowledgebase/article/108156.html

    This documents all the possible ways to recover data from SafeGuard protected clients.

    If you have difficulty in recovering the data from the machine then I suggest that you raise a support ticket with us.

    Regards,

    Stephen.

    :1134
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