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The username or password is incorrect - Safeguard / Windows

Mark Sime

Hello,

I have one user with this issue.

A user has reported, several times now, when they leave their computer and come back to it, the Windows/Safeguard screen displays 'The username or password is incorrect'. The machine locks after 7 minutes of activity, this is normal. But there is an OK button, but this is greyed out. They did not get the opportunity to enter a password. The mouse is working so it suggests the PC itself is ok. 

So, at this point, the user cant do anything other than force the machine to power down.  Once powered back on, the user can log in fine without issue. There is nothing in AD or in Safeguard admin to suggest anything is wrong with the account. 

Has anyone seen this before? Help !!

Windows 10

Safeguard 8



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  • 0 in reply to Tim Koch

    Do you have anymore details please Tim? Windows version, Sophos SafeGuard version etc?

  • 0 in reply to MichaelMcLannahan

    GPO is set to lock a user's screen after 10 minutes of inactivity. When the user returns to their computer, the screen says "The username or password is incorrect" and there is an "ok" button to press, but we are unable to click the button. The mouse works and when attempting to click "ok" the computer chimes as if there is a hidden window that is taking focus. At this point we have no other option but to power down the machine.

    We are using Safeguard 8.00.0.251 on the client machine and management center 8.00.2.13 on our server. Windows 10 on clients with issue.

     

    I've opened a ticket with support.

  • 0 in reply to Tim Koch

    Tim Koch said:

    GPO is set to lock a user's screen after 10 minutes of inactivity. When the user returns to their computer, the screen says "The username or password is incorrect" and there is an "ok" button to press, but we are unable to click the button. The mouse works and when attempting to click "ok" the computer chimes as if there is a hidden window that is taking focus. At this point we have no other option but to power down the machine.

    We are using Safeguard 8.00.0.251 on the client machine and management center 8.00.2.13 on our server. Windows 10 on clients with issue.

     

    I've opened a ticket with support.

     

     

    Tim- What components of Safeguard are you using ? On my desktops (when ive only seen this issue) im only using Location based encryption/Data exchange. You ? And what make/model is your hardware ?

  • 0 in reply to Mark Sime

    We are using full-disk encryption with BitLocker and the location based file encryption with data exchange. Dell Optiplex 3050 with intel I5 processor using TPM.

  • 0 in reply to Tim Koch

    Tim Koch said:

    We are using full-disk encryption with BitLocker and the location based file encryption with data exchange. Dell Optiplex 3050 with intel I5 processor using TPM.

     

     

    Interesting. Also using Dell Optiplex 3050, but only 2 reports instances of this issue. No encryption on our desktops. 

  • 0 in reply to Mark Sime

    Are you using the same client Mark? Have you tried a new client on the workstation?

  • 0 in reply to Mark Sime

    Support recommended for us to upgrade to the latest version of Management Center and then upgrade all of our clients.

    "I would suggest upgrading to Safeguard 8.1 as it resolves a number of issues including the one you are describing.
    You will first need to upgrade your Safeguard server as outlined here:

    https://docs.sophos.com/esg/sgn/8-1/admin/en-us/esg/SafeGuard-Enterprise/concepts/UpdateSGNAbout.html

    Once your server is upgraded you can then upgrade your clients. 
    Please let us know how you make out."

  • 0 in reply to Tim Koch

    I don't recommend this for production PC's but you can use the 8.1 client with an 8.0 backend, despite what Sophos say. I'm running it here on a test PC with no ill effects. Might be worth testing that the client does fix the issue first?

  • 0 in reply to MichaelMcLannahan

    GPO is set to bolt a client's screen following 10 minutes of dormancy. At the point when the client comes back to their PC, the screen says "The username or secret key is mistaken" and there is an "alright" catch to press, however we can't tap the catch. The mouse works and when endeavoring to click "alright" the PC tolls as though there is a concealed window that is taking core interest. Now we have no other alternative yet to shut down the machine

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