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Error 1962 occasionally on multiple computers a few days after installing Windows 10 and Sophos

Jason Carwile

We have been taking our Lenovo ThinkCentres that have been running Windows 7 and Sophos for years and performing a fresh install of Windows 10 on them.  We've done about 200 so far over the past year and are now just starting to get this weird issue.  Maybe a few days to a week after installing Windows, our usual applications and Sophos on them, we'll come into work and they will be in a continual reboot. It will show Error 1962: No operating system found. Then it reboots.  They never boot to Windows because they don't see the hard drive.  It will try to boot from the network which we have set to boot after the hard drive in the boot order in the BIOS and we don't have anything answering PXE requests, so it reboots and goes through the boot order again, failing to see any hard drive, goes back to the network boot, no answer on the network and says Error 1962: No operating system found again and reboots again.  If we hit F12 to get into the boot menu, there's not hard drive listed in the boot menu.  If we go into the BIOS, no hard drive shows up. 

We have to hold the power button in so the computer turns off.  Then we turn it back on and it will see the hard drive and it will boot to Windows just fine.  

We have noticed this on about 8 ThinkCentre M73z computers, one M92z and one M72z.  We have downloaded the latest Lenovo System Update and installed the latest drivers and BIOS.  Some of them have been OK after (so far) after doing that, but others that we have updated the BIOS on as well as the drivers, continue to do this. 

We thought maybe it was the version of Windows 10 that we've installed (build 1809) but we had a build 1803 do this as well. 

We never had any issues with these computers doing this while they were running Windows 7 and Sophos. 

We look in the Event Viewer once we get it to boot to Windows and there are no clues there.  No records of any application starting to shut down the computer.  There is also no mini dump in the %systemroot% folder even though they are configured to save mini dumps there. 

I'm totally stumped and have been searching online for a few weeks now.  Has anyone got any ideas?



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  • 0

    Hi  

    Thank you for your post. May I know if the issue is seen on machines running Windows 10 only without Sophos? Also, have you created a support case with us regarding this?

    Regards,

    Adithyan Thangaraj
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Adithyan Thangaraj

    Adithyan,

    Thanks for responding.  Yes, it has only happened with computers that we have rebuilt with Windows 10.  These same computers were running Windows 7 and Sophos perfectly fine for at least a year.  But after freshly installing Windows 10 on these computers we have started to notice this happening.  It happened again this weekend on 3 of them.

    I have not yet created a case with Sophos because I'm not sure it's a Sophos issue.  I also posted this issue on Lenovo's forum to see if anyone else was having issues like this but so far no one has responded on the Lenovo forum.

    We have over 200 computers now running Windows 10 with Sophos without any issues.  I'm thinking that it has something to do with the Windows 10 1809 release (since it was fairly buggy out of the gate) but we have a lot of other models running Windows 10 1809 that aren't having this issue.

    It's a real head scratcher.  Would you suggest that I open a case with Sophos at this point?

  • 0 in reply to Jason Carwile

    Hi  

    Thank you for your reply. I would suggest by starting with removal of Sophos from one or two sample machines and observing them in a test environment for the issue. If we can confirm that there has been no crashes since removal of Sophos, then, I would suggest going with creating a case.

    Regards,

    Adithyan Thangaraj
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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