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Sophos SafeGuard 5.50.1.17 - Keyboard and Mouse Lock-Up - In Windows - NOT POA

dBeail

Hello Everyone,

I'm currently looking to deploy Sophos SafeGuard 5.50.1.17 (Without DE) to a few thousand systems however I am finding that a high percentage of installations leave the systems with an inoperable USB keyboard and mouse.

I have concocted a number of removal scripts for the product which successfullyremoves the products MSI's, removes all USB devices and initiates and hardware rescan however after everything comes back to life the devices still still inoperable.

We also experience this on newly built systems but its only in around 1 / 100 systems that fail - our current resolution of these is re-imaging the system and re-installing Sophos. (Basically repeating the build process again)

Is this is known issue in which someone can point me towards a resolution? Everything i seem to find relates to POA (which we don't have)

Many thanks

Daniel

:26803


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  • 0

    Oh i should have added that the network devices are also affected in that once a system displays these symptoms it no longer communicates with the network.

    Thanks,

    Daniel

    :26807
  • 0

    Hi dBeail,
     

    and welcome to our community!
     

    In rare occasions, we're facing issue with USB HID devices in the POA or the Windows boot menu but I've never seen an issue with USB HID devices in Windows.

    What SafeGuard Enterprise components (Device Encryption, Data Exchange, Configuration Protection) do you use and have you ever observed this with a new release of SafeGuard Enterprise?

    I'd recommend collecting a set of log files from an affected machine, using the Sophos Diagnostics Utility (http://www.sophos.com/de-de/support/knowledgebase/33533.aspx) and open up a support request.

    Cheers,

    Chris

    :26821
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    Hi ChrisD

    Thanks for your reply and your welcome to these forums :)

    Our SCCM programs for the WithoutDE packages run as shown (in order) below in the SYSTEM context:-

    Sophos SafeGuard Preinstall 5.50.1

    • msiexec /qb! /i "SGxClientPreinstall.msi" ALLUSERS=2 REBOOT="ReallySuppress" ROOTDRIVE=C:\

    Sophos SafeGuard 5.50.1 Client 5.50.1.17

    • msiexec /qb! /i "SGNClient_withoutDE.msi" ADDLOCAL="ALL" ALLUSERS="2" REBOOT="ReallySuppress" ROOTDRIVE=C:\

    Sophos SafeGuard Configuration Protection 5.50 (3.3.53016)

    • msiexec /qb! /i SGN_CP_Client.msi ALLUSERS=2 REBOOT=ReallySuppress ROOTDRIVE=C:\

    Sophos SafeGuard 5.50.0 Client Configuration 5.50.0.116

    • msiexec /qb! /i "VIP.msi" REBOOT="ReallySuppress" ALLUSERS=2 ROOTDRIVE=C:\

    Our clients are All Windows XP SP3 and SGN is being advertised and installed via SCCM.

    We have just enabled loging (/l*v) flags to all the programs so hopefully if the installations are failing at some point the details should be captured here.

    Thanks for the diagnostics tool link, however is there a way to automate this tool (ie except the EULA licence etc) as, as i have mentioned we have no input capabilities and therefore everything we need to do in the effected system, we need to automate via scripts etc

    Thanks again and look forward to your reply.

    *EDIT*

    Sorry no this is the only version of the product we have tried and the i believe the only version our customer uses.

    Daniel

    :26825
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    Ahh sorry, Network Devices are blocked as well - makes it kind of hard to troubleshoot / collecting information from the machine.

    In this case the only option to access the logfiles would be booting the machine from a Live CD like WinPE and gathering the files or slavinging the drive into another machine and grabbing the logfiles from the seconday machine - if possible.

    Is it always the same make/model that is affected by this issue and if yes, is this the only affected make/model, or are the other 99% of machine from the same make/model?

    Cheers,

    Chris

    :26827
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    yes all round a bit of hard work this one..

    There is no trend with this fault at all.. can be any machine type, infact we could rebuild the same machine 100 times and it'll happen only once :(

    Still, iv'e put togther a routine to automate the diagnostics tool and now have the log files (all 221 of them :|) is there anywhere in particular i should be looking in them to give me some clue to whats going on??

    Thanks,

    Daniel

    :26831
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    In review of the log files, I'll Log a support request... Thanks for your help ChrisD Regards, Daniel
    :26839
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