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Safeguard is starting and then.... restart!

Elvenil

Hello all,

Two days now I am having a problem with a user's laptop.When I boot up the machine , I see the message "Sophos Safeguard is starting" and then it reboots! If I leave it it continues this thing without stop. I changed the SATA operation trying all the options but I have the same problem. Just one time I was able to go until the Windows Safe Mode options, but when I selected "Safe Mode" I got an instant bluescreen and since then I cannot go even to these options.

I decided to use a WinPE for SGN 6.0.1 and I have another issue there. When the software loads, I am unable to che any USB attached device. I put a USB stick but I cannot see it anywhere. The strange thing is that when I go to Command Prompt and type the possible USB stick drive letter, I am able to access the USB stick and see whatever is inside it, but I can do this only through the Command Prompt. This actually doesn't help me at all because in that USB stick I have saved the TRecoveryToken file.

My question is, do I do anything wrong? I only need to acces the disk and copy some files that the user needs. I am aware that first I have to decrypt the disk, but whatever I try doesn't work. What shall I do?

Thank you in advance all of you that you want to help.

Elvenil 

:35563


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  • 0

    Hello Elvenil,

    I've seen the same issue with not seeing the USB stick myself many times. Two options, you can either copy the token file in DOS to the "X" drive where the Sophos tools are (appropriate folder - which maybe x:\tools or somewhere in the program files folder - Sophos are a little inconsistent with this location on versions of their winPE) or I've found that if you click on any drives in the explorer tree and then press F5, quite often the additional USB stick drive then appears. If it doesn't, click 'computer' in the tree and F5 again - it should eventually appear.

    Once you have the token in the correct place, the challenge response works perfectly and you can then decrypt or copy files to the USB drive or whatever you need pretty easily.

    Matt

    :35679
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  • 0

    Hello Elvenil,

    I've seen the same issue with not seeing the USB stick myself many times. Two options, you can either copy the token file in DOS to the "X" drive where the Sophos tools are (appropriate folder - which maybe x:\tools or somewhere in the program files folder - Sophos are a little inconsistent with this location on versions of their winPE) or I've found that if you click on any drives in the explorer tree and then press F5, quite often the additional USB stick drive then appears. If it doesn't, click 'computer' in the tree and F5 again - it should eventually appear.

    Once you have the token in the correct place, the challenge response works perfectly and you can then decrypt or copy files to the USB drive or whatever you need pretty easily.

    Matt

    :35679
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