Resume from hibernation fails on some Lenovo machines running Win 7 SP1

  • Article ID: 113546
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  • Updated: 05 Jan 2015

Resume from hibernation fails on some Intel Core i3/ i5/ i7 Lenovo machines running Win 7 SP1

Known to apply to the following Sophos product(s) and version(s)

SafeGuard Easy
SafeGuard Device Encryption

Operating systems
Windows 7 Service Pack 1

What To Do

Sophos recently identified an issue with Windows 7 Service Pack 1 (32bit & 64bit) on Lenovo machines with Core i3/ i5/ i7 processor and the corresponding chipset. On these machines resume from hibernation does not work when SafeGuard Enterprise Device Encryption / SafeGuard Easy is installed. Machines are not able to resume and stay in a black screen after POA. The issue has been reported with these Lenovo models so far: T510, X201, W701ds.

Machines without Service Pack 1 are not affected.

Other vendors (e.g. DELL, HP) equipped with Intel Core Ix processors are not reported to have issues, yet. However, the issue does not only happen with 5.60 but was reported with 5.50.8 as well. The issue is fixed as of version 5.60.1.

There are two possible workarounds:

  1. Disable USB 2.0 support at POA level
    Please note that this can cause other side effects such as fingerprint not working or external devices not being recognized at POA level correctly if the hardware does not properly support USB 1.1. Some newer machines do not seem to follow the USB standard of being downward compatible.
  2. Disable USB legacy support in the BIOS of the machine
    On these machines using the keyboard in the Windows boot menu (F8) will not be possible any more. Additionally, booting from external USB devices will be limited.

If machines have version 5.60.1 and above installed but are still experiencing this issue then additional hotkeys are required. Apply hotkey SHIFT + F3 first, if this fails then hotkey SHIFT + F7. 

Please note: SHIFT + F7 will deactivate fingerprint, token and smart card logon

Related article: Please also refer to SafeGuard Enterprise: Hotkeys and the POA

If you need more information or guidance, then please contact technical support.

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