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BAD_POOL_CALLER 0x000000c2 BSOD after installing SafeGuard

MattHornish

I have a laptop that is no longer booting up after installing and encrypting the disk with SafeGuard.  Every time I try to boot and log into Windows, I get a BSOD with the error (see subject line).  I have also had an issue with Windows simply shutting down every time I enter login credentials on a Lenovo laptop after installing SafeGuard on it.  Can anyone help me troubleshoot these issues?

I am seriously considering finding another encryption solution for my business if this is going to continue to be the norm with this software.



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    HI MattHornish,

    That error references that the hard disk may be bad shape. I would suggest upgrading your server and client to the latest version 7.0 and see if it still generates the error. If you still get the error on version 7.0, then it is likely that your hard drive may be failing and need to be replaced.

    As far as the Lenovo, You can try the following:

    Latest version of SafeGuard is used. (Currently 7.0.0.x) Available from your MySophos account .
    Latest BIOS/Firmware version has been installed to the device
    Disable BIOS security measures including 'DriveLock' (HP) and 'Boot protection'. (Generic term)
    Disable BIOS S4 sleep states, also known as 'Deep Sleep' from (HP)
    Latest drivers for the machine are installed (Including firmware for HDD's if applicable)
    Latest Windows updates installed
    Completing /chkdsk %systemdrive% /f /x /v /r, and a defrag against the machine if a mechanical disk is in use.
    Disabling Windows UAC. (User account control) before the installation of SafeGuard. (Can be re-enabled afterwards)
    Ensuring SafeGuard/Sophos directories are white-listed in your AV. C:\Program Files (x86)\Sophos and C:\ProgramData\Utimaco (Does not apply to Sophos AV)
    Removing ExpressCache/Rapid Start software as both have known issues with Full Disk Encryption products
    Install SafeGuard via Admin CMD using the msiexec /i switch using the POADB file in Article 65700 for Non-BitLocker Systems
    Re-imaging Windows with a clean image directly from Microsoft (Non OEM discs) or internal audited image as a last result if all else fails
    Check the S.M.A.R.T data on the HDD controller to check if drive is reporting errors using CrystalDiskInfo Portable.
    In an Administrative CMD prompt, run sfc.exe /scannow. This is preferably run in SafeMode.

    Hope that helps. If you have questions, I'd suggest raising a support ticket with Sophos support.

    PaulD
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  • 0
    HI MattHornish,

    That error references that the hard disk may be bad shape. I would suggest upgrading your server and client to the latest version 7.0 and see if it still generates the error. If you still get the error on version 7.0, then it is likely that your hard drive may be failing and need to be replaced.

    As far as the Lenovo, You can try the following:

    Latest version of SafeGuard is used. (Currently 7.0.0.x) Available from your MySophos account .
    Latest BIOS/Firmware version has been installed to the device
    Disable BIOS security measures including 'DriveLock' (HP) and 'Boot protection'. (Generic term)
    Disable BIOS S4 sleep states, also known as 'Deep Sleep' from (HP)
    Latest drivers for the machine are installed (Including firmware for HDD's if applicable)
    Latest Windows updates installed
    Completing /chkdsk %systemdrive% /f /x /v /r, and a defrag against the machine if a mechanical disk is in use.
    Disabling Windows UAC. (User account control) before the installation of SafeGuard. (Can be re-enabled afterwards)
    Ensuring SafeGuard/Sophos directories are white-listed in your AV. C:\Program Files (x86)\Sophos and C:\ProgramData\Utimaco (Does not apply to Sophos AV)
    Removing ExpressCache/Rapid Start software as both have known issues with Full Disk Encryption products
    Install SafeGuard via Admin CMD using the msiexec /i switch using the POADB file in Article 65700 for Non-BitLocker Systems
    Re-imaging Windows with a clean image directly from Microsoft (Non OEM discs) or internal audited image as a last result if all else fails
    Check the S.M.A.R.T data on the HDD controller to check if drive is reporting errors using CrystalDiskInfo Portable.
    In an Administrative CMD prompt, run sfc.exe /scannow. This is preferably run in SafeMode.

    Hope that helps. If you have questions, I'd suggest raising a support ticket with Sophos support.

    PaulD
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