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Sophos Drive Encryption removes windows boot settings

ChrisMenai

I currently have 2 desktop computers and 2 laptops which need Sophos Disk encryption installed. Both the laptops install the software and encrypt the disks fine. One is a Dell Latitude E5500 and the other a Dell Latidue 13.

Unfortunatelly i cannot get the software to install properly on the two desktop computers. Both are Microsoft Stone DH55TC systems. they are using Intel H55 chipset motherboards. The problem occurs when the systems first reboot after installing the encryption client software. On the first reboot, the computers initialise Sophos correctly, but then fail to load the operating system. After some research i found that the boot settings for the operating system are being deleted when Sophos runs on the startup of the computers.

Version is 5.50.0


Is there any way to solve this issue?

 EDIT:

After MORE research, i found that the boot settings were only deleted on one of the computers (faulty obviously) but on the other, Sophos encryption just fails to find the OS at all. Its asif Sophos starts, and just cant find any OS to boot, and so restarts.

Having used winPE 3, i can access the OS files on the hard drive while running winPE from a CD, i can do this while Sophos is still installed and doesnt allow the hard drive to boot.

I dont know what else to do.

thanks

:4694


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  • 0

    Hi ChrisMenai,

    welcome to the forum.

    Thank you very much for bringing this one up. I've just searched the internet and I cannot find any information on the machine that you are referring to.

    At this point the next steps would be check if you can enter Safemode from Microsoft Windows and check if this can be loaded ok.

    However, I would recommend to open a new support call in order to speed up things - when doing so please provide more information from the machine such as a msinfo32 saved as NFO file.

    Regards

    Dan

    :4774
  • 0

    I have contacted technical support and have tried many solutions that they have suggested. I have sent the msinfo32.NFO among other information from SGNHWinfo to the support team and have been told my problem is being escalated to the Global Support Team. The problem is not being caused by Windows as I can access it through WinPE and copy files from the local hard drive. It is the Sophos SAfeguard that is not allowing Windows to boot as F8 or no other keys work.

    I have also been told by Technical Support to try the 5.50.1 release, but the same problem occurs. None of the hotkeys for the POA respond when pressed

    :4778
  • 0

    Hi Chris,

    Not sure if this helps your case; but the way the POA hotkeys are selected in 5.50.1 are different from previous versions. You have to hold down SHIFT during/after the BIOS POST and BEFORE the POA.

    Then when prompted, select the function hotkey whilst holding down SHIFT. Then when you go past POA if should ask you to save the hotkey selection.

    Regards, 

    John

    :4840
  • 0

    Hi John,

    Thanks for the reply. Yes I was told about the new hotkey method by the technical support. Although the problem still occurs, so i guess this implies a hardware fault if BIOS is not registering the shift key being pressed. I have tried swapping the keyboard for a known working one. but still nothing.  I have just been in contact with tech support and have been asked to send the PC off to their labs in germany. Because this is the case, i guess there is nothing more that can be tried other than sending off the PC.

    Thanks for your help.

    Chris

    :4929
  • 0

    I have just read this advisory note by Sophos:

    http://www.sophos.com/support/knowledgebase/article/111968.html?

    This appears to be describing the problem i am having, although only listed using 5.50.1 on Dell 'D' series systems. Does anyone at Sophos have an update as to what is causing the problem?

    Thanks.

    Chris

    :4930
  • 0

    Hi Chris,

    as you already mentioned in your post the advisory just and only (!) applies to Dell machines. At the moment we are still analyzing the root cause.

    With regards to your issue you are talking about a non DELL machine. In this case please note that we are talking about a different issue showing the same behavior.

    In such a case a different type of analysis (here: having a direct look at the machine) is required. The only common thing here is that both machines show the same behavior but the root cause is very likely a different one - therefore the machine mentioned by you must be treated completely separately. 

    For sure you can request via the local help desk using your case reference number at any time.

    Regards

    Dan

    :5203
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