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The Dell Exx1x SGN ACPI Problem

Chares

Hi Members of the forum,

im writing down in here since i didnt find any more information related to the problem.

Im talking about the necesity to press Shift+Fx to toggle ACPI support for example, in SGN (SafeGuard Enterprise), to boot on to the machine, in the Dell Models.

i know of the existance of:

http://www.sophos.com/support/knowledgebase/article/111562.html

and, as its says "a probable bug on Dell BIOS",

and some of the community posts, that changing the motherboard has caused the issue to appear in a machine that didnt had the problem,

the thing is that we did tell our client (we are a sophos partner) that the problem was on the Dell BIOS.

Of course he contacted Dell and they told him that this wasnt reported by the software manufacturer (Sophos), that this is not a Dell Problem, and that is an incopatibility with the Software.

So im asking you, the community and the support guys that roam around here, if you got references to the case numbers, or any other communication ID if you had it with Dell About the problem.

This is because i still havent found a relevant answer if its is the BIOS or the software, and if there were any communication with Dell and Sophos.

Anything you need ill be happy to help!

Cheers,

Ares, Cristian.

Edit: Just so you know, we're working with 5.50.0, not .1 or .8, and the update wont be done unless it does actually fix the problem.

Also the Machines that we tested were 5 variants of the Exx1x Latitude Series.

:6443


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    Hi Christian,

    thank you very much for getting back with this one (and the clarification of your name ;)

    With regards to your question I can tell you that the answer is NO - User do not have to press hot keys in the latest version of SafeGuard Enterprise (5.50.8) any more. The reason for this is that we do not rely on the BIOS call any more but we fixed the issue internally in our POA load.


    So using the latest version should work out of the box (some machines still required a hot key but not because of this particular issue).

    We have addressed this issue with DELL but since we where able to fix the issue in our product there is for SGN no need to have a new BIOS version applied until things will work again.

    If you want we can provide you with the ticket number if required - please open a new support call and the number will then be given to you. However, from a technical point of view you can simply use the latest version of SGN which does fix the issue as well not requiring anything from DELL.

    Regards

    Dan

    :6581
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  • 0

    Hi Christian,

    thank you very much for getting back with this one (and the clarification of your name ;)

    With regards to your question I can tell you that the answer is NO - User do not have to press hot keys in the latest version of SafeGuard Enterprise (5.50.8) any more. The reason for this is that we do not rely on the BIOS call any more but we fixed the issue internally in our POA load.


    So using the latest version should work out of the box (some machines still required a hot key but not because of this particular issue).

    We have addressed this issue with DELL but since we where able to fix the issue in our product there is for SGN no need to have a new BIOS version applied until things will work again.

    If you want we can provide you with the ticket number if required - please open a new support call and the number will then be given to you. However, from a technical point of view you can simply use the latest version of SGN which does fix the issue as well not requiring anything from DELL.

    Regards

    Dan

    :6581
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