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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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    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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  • 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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