SGNAuthService and "Sorry, this computer is locked"

If we start in safe mode, then there’’’’s no such message. We can easily enter the system under the Administrator account and disable the SGNAuthService service – in this case at normal start of Windows we have no message on the computer lock and we can enter as a User.
But it doesn’’’’t solve the problem. At any UAC request we first see the message saying that “SGNAuthService doesn’’’’t work, further operations impossible”. Despite this warning message on failure of any further operations, after clicking OK it disappears without any other actions. So, this window is nothing but a troublesome fly.
So the question is changed a little bit: What’’’’s the reason for this message: “Sorry, this computer is locked” and how can we get rid of it?

Hi Petr,

thank you very much for posting. With regards to your description I can tell you that this is not a general know issue to me.

Unfortunately you used operating system is not a supported one by the product at this point as you can see in the release notes:

We only support 7 32 bit    64 bit    Enterprise/Ultimate/Professional/Home Premium

Can you please retest your setup with one of the above OS and check if this works then. Should this also fail please raise a support call so that we can analyze this and try to reproduce.

The hint from alexz is correct > by performing a C/R a locked machine can be unlocked again.

Regards

Dan

Thanks for the info, I was having the same issue then I performed the C/R operation a few times and sorted the issue out!

I can't retest with Win7 Enterprise/Ultimate/Professional/Home Premium.

But I tried to test with Win XP. I have blue background Sophos after reboot.
There is a patch (http://www.sophos.com/support/knowledgebase/article/113678.html), but this patch doesn't help, becouse it's for Vista and Win 7.

Hi Petr,

please use the available hot keys at POA level as the described problem that you have is likely to be sthg different.

Information about the hot keys can be found here: http://www.sophos.com/support/knowledgebase/article/107781.html

Regards

Dan

Thank you, Daniel.

I used hot keys, but they didn't help.

Hi Petr,

in that case please open a ticket with support so that they can check the details. When doing so please provide them with as many information as possible (what type of machine, which version of SGN, which steps have been carried out so far and was the result)

Detailed and deep analysis of such an issue is unfortunately beyond the scope of this forum.

Regards

Dan

I just had a similar issue this past weekend with a user and their laptop.  Couldn't get things to work, so I called Sophos support today and was informed that by merely NOT putting in any user credentials during the C/R process, it would clear/clean things out and it solved the issue for me.  Psyched!!  Thanks Sophos Tech Support!!

Hi bond1973,

what you did is a so called machine challenge response - this is an alternative way unlock a machine. However, this requires the user to know the user password else they won't be able to further authenticate.

Additionally the machine has to talk back to the server at least once (for managed installations) else it won't work as well.

Regards
Dan