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Prvileged instruction fault

Hi there,

Today I have been building a Windows 7 machine with our standad image but upon re-booting during part of the rebuild the machine has stopped and is displaying the following:

Sophos Safeguard is starting.

Please wait...

privileged instruction fault

Press any key to reboot,

or switch of the system now.

It is not an error that I have come across before, is there anyone out there that can help?

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0 ChrisD over 9 years ago

Hi Syejack,
could you please let me know which version of SafeGuard Device Encryption you're running and on which hardware the issue occurred?
This FreeBSD kernel mode error is pretty rare but I think I saw this one before on a machine that had a dual-drive hybrid system in place (KB121312 - SafeGuard Device Encryption and hybrid drives (dual-drive hybrid systems and solid-state hybrid drives))
Does the hardware come with a small like ~12/32GiB m.SATA or M.2 flash cache SSD?
If yes, as a first attempt you could try to disable the flash drive in the BIOS and check if that resolves the problem.
Please also see KB119169 SafeGuard Device Encryption: Incompatibilities with SSD cache drives (ExpressCache, Intel Smart Response, Intel Rapid Start,...)
Regards,
ChrisD
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0 Syejack over 9 years ago

Hi Chris,
The version is 5.5. The hardware is an HP 840 Ultra Book that was being installed with our Company Windows 7 image. I have performed several installs of the OS on this hardware before without any issues.
The laptop has a standard SATA drive, it does not have any SSD's.
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0 ChrisD over 9 years ago

Are you able to rollback the current installation of the SafeGuard Client on the machine and install a more recent version? 5.50 has been released in early 2010 and the newer versions (i.e. version 6.10) have much better hardware compatibility and should work without a problem on the HP 840.
Rollback of a failed installation can be performed using a tool called SGNRollback.exe. Its documented in the Tools guide (SafeGuard Enterprise tools guide)
Regards,
Chris
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0 Syejack over 9 years ago

Apologies for the delay in my reply Chris.
Yes, I am aware that the version that we are using is very much out of date and we are currently formulating a plan to upgrade the entire estate but as we are a Global Company it is not going to be an easy task.
It appears that this issue was caused by a faulty HDD. I have replaced the HDD with a new one which is now working correctly.
Many thanks for your help.
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