Advisory: SafeGuard Enterprise and SafeGuard Easy Client - Reboot loop after installation on Dell 'D' series computers running Windows 7 or Windows Vista

  • Article ID: 111968
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  • Updated: 28 Jan 2014

Sophos has discovered an issue that occurs on several Dell Models of the Latitude "D" series computers running Windows 7 or Windows Vista in conjunction with SafeGuard Enterprise or SafeGuard Easy versions 5.50.1. This problem has not been experienced on any Windows XP SP3 system.

Issue
SafeGuard Enterprise and SafeGuard Easy clients are restarting after authenticating at POA (or autologon) before the OS is loaded on DELL Latitude Dxxx machines running Windows 7 or Vista. (This is currently being reported on the following models: D530, D620, D630, D800, D820). This happens on fresh installations of SafeGuard Enterprise/Easy 5.50.1 clients as well as for updates from previous versions of SafeGuard Enterprise/Easy.

IMPORTANT: If you install SafeGuard Enterprise/SafeGuard Easy on such a computer, manual Data/System Recovery tasks are required.

Sophos product and version
SafeGuard Enterprise Device Encryption 5.50.1
SafeGuard Easy Device Encryption 5.50.1

Operating system
Windows Vista
Windows 7

What to do

This issue is fixed as of SafeGuard Enterprise/SafeGuard Easy 5.50.8.13.

To avoid this issue, Sophos recommends using SafeGuard Enterprise 5.50.0 on such systems. This problem has also not been experienced on any Windows XP SP3 system.

If you are already experiencing this issue and have affected clients, do one of the following according to the status of the system:

  • Scenario 1
    The issue occurred after a fresh installation of a client that was not encrypted with a previous version of SafeGuard Enterprise:
    The failed installation can be rolled back using a tool that comes with the product CD (SGNRollback.exe). The usage of the tool is described in chapter 3 of the “SGN Tool Guide” (sgn_55_togeng.pdf).
  • Scenario 2
    The issue occurred after an update of a client that was already encrypted with a previous version of SafeGuard Enterprise:
    In this case only the data can be recovered using the steps (Virtual Client or slaving of an encrypted drive) that are described in Knowledgebase article 108156 SafeGuard Enterprise and recovery scenarios. 

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

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