Advisory: MacBook Air (June 2013 release only) freezes following the installation of Sophos Disk Encryption for Mac, version 6.x

  • N.º del artículo: 119581
  • Actualizado: 17 dic 2014

A fix is now available for this issue with the release of SafeGuard Disk Encryption for Mac version 6.01.00.0003. Follow the procedure below.

Issue

This issue applies only to MacBook Air 6,1 and 6,2, released June 2013. (See the Apple website for information on how to check which MacBook Air you have.)

After installing Sophos Disk Encryption for Mac, version 6.x and creating the first admin user, at the next reboot the Power on Authentication (POA) freezes. Keyboard entries are no longer accepted. 

This freeze continues even after subsequent reboots. External keyboards also do not work while the computer is in this state.

First seen in

Sophos SafeGuard Disk Encryption for Mac 6.00.0 

What To Do

Sophos SafeGuard Disk Encryption for Mac version 6.01.00.0003 has now been released. This provides a fix for the issue described in this article.

This is what you should do now:

  • If you have not already installed SDE for Mac on the new MacBook Air:
    1. Go to the Downloads page http://www.sophos.com/en-us/support/downloads/data-protection/safeguard-disk-encryption-for-mac.aspx. You will require your license credentials.
    2. Download the version labeled as 6.01. Once downloaded, you will see that the full version number is 6.01.00.0003.
    3. Run the *.dmg file on your Mac to install SGDE on your computer.
  • If you have previously installed SDE for Mac on the new MacBook Air, and you used the workaround described below:
    1. Go to the Downloads page http://www.sophos.com/en-us/support/downloads/data-protection/safeguard-disk-encryption-for-mac.aspx. You will require your license credentials.
    2. Download the version labeled as 6.01. Once downloaded, you will see that the full version number is 6.01.00.0003.
    3. Run the *.dmg file on your Mac to update your SGDE software.
    4. Switch on the PoA. To do this, open a terminal and use the command sgadmin --poa on

Important: The instructions given from here down are for a workaround which was published before version 6.01.00.0003 was released, and have been left here purely for information. You should now only follow the instructions above.

  • If you have not already installed the product

Note: If you have an external Apple keyboard available, plug in the keyboard when the MacBook is switched off. Depending on the device ID of the keyboard, either the internal or the external keyboard should work. It has been reported that some other USB keyboards will also work.

If you have not already done so, do not install SDE for Mac on the new MacBook Air until this issue is resolved. We are working on resolving the issue with the highest priority and will update this article as we make progress

If you need to install it e.g. for compliance reasons, then you must disable the POA prior to the first reboot after installation. To do this:

Open a terminal and use the command: 
sgadmin --poa off

Be aware that with this step you will no longer have the advantage of the SDE for Mac authentication. The authentication security will fully rely on OS X.

  • If you have installed the product

Note: If you have an external Apple keyboard available, plug in the keyboard when the MacBook is switched off. Depending on the device ID of the keyboard, either the internal or the external keyboard should work. It has been reported that some other USB keyboards will also work.

  1. If this issue occurs during the initial installation and there is no data on the MacBook Air you should re-install the Operating System.
  2. If you need to recover data, please call support. There are several options available and support will be able to recommend the best one for your use case.

 
Si necesita más ayuda, póngase en contacto con soporte técnico.

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