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Laptop stops at "Starting Windows" after Safeguard Encryption

RBGE

Hi,

Hopefully this is an easy one, but I've not been able to find a solution myself.  Basically I've got a laptop running Windows 7 x64 which I've encrypted using Safeguard version 5.50.8.13 which has now stopped at "Starting Windows" (after the glowing orbs form the Windows flag) and just will not proceed any further.  Installation of the client appeared to go without any problems, and the POA part seems all okay as well.  After initial installation the laptop booted into Windows fine to commence the encryption process, but once this had completed it now refuses to start.

I've tried using the WinPE disk to repair the MBR which hasn't worked.  I've also tried the emergency decryption and uninstall process mentioned here http://www.sophos.com/support/knowledgebase/article/58682.html although the Uninstall option was greyed out.  Going by the filename of the iso image, it looks like it was designed for version 4 - is there an up-to-date version somewhere that I can't find?

I can't get into safe mode to do a manual uninstall either, and 'Last known good configuration' doesn't work.  Hopefully it's something simple I'm missing here, but if anyone has any ideas they'd be greatly appreciated!

Thanks in advance.

(Edited to fix typos)

:10665


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  • 0

    @matt_bollinger

    Can you please send (HWInfo@sophos.com) a SGNHWInfo output file from this machine were you install SGN 5.60 TP?

    :11593
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    Blue_Sky wrote:

    Can you please post the complete Lenovo model number of that machine?

    Sorry, I forgot to get back to this message after returning to the office!  The Laptop is a Lenovo Edge 11", model number 03285FG.  Full spec of the machine if required is on this page: http://uk.insight.com/en-gb/apps/productpresentation/index.php?product_id=LENYAY5FUK

    Thanks.

    :12425
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    I had the same issue on an HP 620 laptop.  Called into Support and other than trying to recover the data (slaving disk) that was our only option.  "Magically", while on the phone, I tried to boot into Safe Mode (multiple attempts failed previously), let it sit there for a few minutes after it was locked up.  The computer then just rebooted automatically and Windows loaded up OK.  It was very weird and nothing we could pinpoint.

    We were encrypting at the time but we rebooted multiple times earlier during encryption with no issues.  I was thinking maybe something was being encrypted and became corrupt during a shutdown.  Either way, no real conclusion but wanted to pass through my experience with this issue.

    :13663
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    Hi,

    I've seen it on two laptops so far - one Lenovo, one Toshiba: in both cases the issue was caused by one of the partitions not being formatted (RAW file format). Formatting that partition fixed the issue. Please check if it works for you:

    • boot into Safe Mode
    • Start > Run > diskmgmt.msc > Enter
    • Check listed partitions: one (or more) may be listed as RAW file system
    • right click on that partition > Format... > (File system = NTFS) > OK > acknowledge the warning > OK
    • reboot
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  • 0
    NickFNB wrote:

    I had the same issue on an HP 620 laptop.  Called into Support and other than trying to recover the data (slaving disk) that was our only option.  "Magically", while on the phone, I tried to boot into Safe Mode (multiple attempts failed previously), let it sit there for a few minutes after it was locked up.  The computer then just rebooted automatically and Windows loaded up OK.  It was very weird and nothing we could pinpoint.

    We were encrypting at the time but we rebooted multiple times earlier during encryption with no issues.  I was thinking maybe something was being encrypted and became corrupt during a shutdown.  Either way, no real conclusion but wanted to pass through my experience with this issue.

    Thanks Nick - I've just had another laptop experience exactly the same issue, and attempting to boot into safe mode and just waiting worked (eventually).  I've marked your post as a solution and given you kudos for this.

    I tried all the other solutions, including the POA hotkeys and none of them seemed to make any difference.  Also, there are no RAW partitons on the HD.  There's one that isn't assigned a drive letter (the recovery partition), but it's still formatted as NTFS.

    Annoyingly, both laptops this has happened on have been ThinkPad Edge models, which don't have hard disk activity lights :smileymad:

    :14291
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    An addition to my previous post - while the laptop now works, it's got a couple of minor issues.  Firstly, it takes considerably longer to log on now...  so much so that there's a wait of about 5 seconds after pressing ctrl-alt-del before the safeguard logon window appears.  This isn't the 'please wait while the service is started' window - the screen just goes blank.

    Secondly, Lenovo Power Manager seems to think there's no battery installed, even when running on battery power(!).  While not a major issue, it is rather inconvenient to lose the gauge of how much battery life is remaining.

    Again, if anyone has any ideas, I'm all ears!

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    We are seeing this same issue as well on the Lenovo W520.  Using the safe mode trick, we were able to get one to finally boot up, but I have yet to replicate that on another machine.  There is clearly a bug here, we need help Sophos!!!!

    Tom

    :14459
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    Which version of SGN does you use?

    Regards,

    Maik

    :14777
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    BlueSky20 wrote:

    Which version of SGN does you use?

    Regards,

    Maik

    I'm not sure if this question was directed at me or d2tw4all , but just in case it was me, the most recent laptop is running 5.60.  The opriginal laptop, which is not encrypted as I couldn't find a solution before it went out, was running 5.50.8.13.

    Both are/were experiencing exactly the same symptoms.

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    After additional testing, we found that when we leave the systems hanging booting in Safe Mode (it never actually gets there) after the initial attempt to boot to safe mode that results in the random restart, and leaving it there for hours (usually we just let it sit overnight) the safe mode trick will then work.  Basically we come in the next day after it sitting hanging booting into safe mode, restart it, and it seems to boot up ok and we can continue on.  Our sophos team has a ticket open and we have been working with them, we are on 5.5 in production but are trying 5.6 though I don't expect much difference judging from what I've heard here.

    Tom

    :14809
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