sophos safeguard cant boot windows

Hi Mohd Safuan Ismail

On which device you are facing this issue? Do you see any specific error on the server for this device? 

Hi,

Nope, No exact error pop-up for this issue. the failure of booting up the windows OS as i mentioned. It just suddenly turn the windows off and fail when i try to boot back the machine. The machine model which have this issue is Lenovo thinkpad t480

You need to clarify what you mean by can't boot. Do you get to the Bitlocker pin entry screen? Does it present an error?

Hi RicardP,

the screen stuck and freeze at the Lenovo logo.

have you done any upgrades to the bios/uefi on the system? Is the TPM chip listed as functional in the bios/uefi?

no firmware upgrade have been done, and tpm is using version 2.0 which is in enable state.

The fact that this happened 10 mins after an install seems a little odd to me. I've a few questions..

Is this multiple PC's or just the one?

Have you hard reset the computer yet?

What version of SafeGuard did you use please?

yah its weird, im suspecting due of not running chkdsk prior of installing the safeguard might be the reason. mybe there is bad sector which dint aware earlier. 

its happend only just one PC and dint recall the version, probably latest version of safeguard.. 

I personally wouldn't suspect this - not if it's hanging at the POST logo. Software at this point hasn't begun to load. I would force reset the device first if you've not done this. 

Force restart multiple time and also following some of the thread which have similar issue like mine requires to hold on the POST logo for more than 20 minutes. been try to login via safe mode. nothing works. definitely the simple reset method have been done. 

Now, the ssd not detected on the machine and also on the others machine which i make it as external to test and check. i believe the ssd have hardware faulthy just after enable safeguard with unknown reason.