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fujitsu ultrabook - workstation is locked perform challenge / response to unlock

TechLearner

Dear All,

i encounter a issue where the safeguard will keep lock my users PC out after PC normal Shutdown.

this only happen to new laptop with fujitsu brand.

Other laptop does not have this problem.

Email to support, the respond is really disappoint ( 2 week questioning and log sending).

Call will never reach to engineer

 As a simple call back from sophos support never reach us.

Seeking from the expert online to help solve the issue.

It is my first time posting to the sophos forum.

Any ideal and troubleshoot step can share to me.

To help bring the light to matter is appcriate very much.

Thanks

:44987


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  • 0

    Hi TechLearner,

    can you tell me which exact make/model(s) is/are affected from the issue?

    If you open the SafeGuard Enterprise Management Center and navigate to the Reports section, do you see Local Cache corruption events for the affected machines?


    Regards,
    Chris

    :45025
  • 0

    Hi Chris,

    Is a fujistu lifebook

    Model : SH782

    Current not event on the safeguard console did not show any event of cache corrupt

    We has deploy the encryption to all  other the Notebook brand only this model is facing problem
    The rest of the other model is working fine with the encryption
     
     
    :45043
  • 0

    Hi TechLearner,

    I just checked the specs of the SH782 and what could cause the problems you're refering to.According to the Fujitsu specs page (http://www.fujitsu.com/hk/services/computing/pc/notebooks/sseries/sh782/specs.html), the device can be shipped with a combination of HDD and a caching SSD.

    I've seen problems with such a caching SSD before that could result in corruptions of the SafeGuard Local Cache.

    When the SafeGuard Local Cache will be corrupted/tampered, the SafeGuard Client will be automatically shutdown and depending on the SafeGuard "General Settings | Logon Recovery | Activate logon recovery after Windows Local Cache corruption" policy setting, the POA will be locked at next boot up or not (default is NO).

    I'd recommend to try to disable the caching SSD (either through the BIOS or Intel’’’’s RST software (under the accelerate option) or by uninstalling the Diskeeper software (ExpressCache) or by disabling/uninstalling "Intel Rapid Start" software if installed) and verify if the issue persists.

    Regards,
    Chris

    :45053
  • 0

    Hi Chris,

    Just cross checking,

    if the disabling of Diskeeper software (ExpressCache) or Intel Rapid start must be done before encrytion or can be done to laptop that already encryted.

    Thanks

    :45187
  • 0

    If a Workstation uses an additional SSD with Intel "Turbo Cache" or any comparable SSD caching, the OS (or programs like "Diskeeper ExpressCache") move frequently used files to the SSD to accelerate the System. The SafeGuard Local Cache is used very frequently and will be moved to the SSD. Unfortunately the SafeGuard Client will interpret this behavior as an attack and lock the workstation.

    To avoid the locking, you'll have to either disable the technology (reinstallation of the SafeGuard Client should not be required) or if possible, add an exception for the SafeGuard Local Cache folder to the Caching Management Software.

    If you are able to specify exclusions, please use the following paths:

    Windows XP: C:\Documents and Settings\All Users\Application Data\Utimaco\SafeGuard Enterprise

    Windows Vista/7: C:\ProgramData\Utimaco\SafeGuard Enterprise

    Regards,

    Chris

    :45215
  • 0

    Hi Chris,

    Thanks for the Info.

    The Laptop are now working fine now.

    :45453
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