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Surface Pro 3 - Safeguard 6.10 issue

TheEUCGuy

Hi everyone,

We have 2 Surface pro 3s in our environment and they have been encrypted with Bitlocker/Safeguard 6.10 but now the following is happening with the devices.

They boot up, they ask the user for their Bitlocker pin, they enter their Bitlocker pin and then it states starting Bitlocker recovery, we then enter their recovery key and then press continue to Windows. It then just reboots and goes through the same thing again.

The only workaround we have got at the min is to disable Bitlocker from WinPE,

We have this case logged with Sophos but has anyone else experienced this issue and if so how has it been resolved?

Also now when the users boot up their Surface Pro 3s they no longer get the message that states "press any key for c/r" which they did before. Also no updates or software were installed post bitlocker encryption so there is no reason for this to happen.

:55620


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    Yes, i have also had this issue with a brand new Surface Pro 3.

    Worked fine up until we installed the Jan 2015 firmware updates, then we got a similar issue to what you have described.

    The part of note in my issue was that it didnt like the type keyboard after the update. It took some time to register, or we had to hold down the volume key. After the PIN entry it went to bitlocker recovery and said that the failure was down to a change in configuration and would then restart.

    I could get into windows by going straight to entering the recovery key, but as this changes after each login it was unworkable.

    I spent some time on the phone with MS support as this is a bitlocker issue, and they said they believed it was down to a hardware fault. They have now shipped out a new Surface.

    I have noticed that there is now a March 2015 firmware update for the Pro 3 so perhaps this helps fix the issue.

    :56338
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  • 0

    Yes, i have also had this issue with a brand new Surface Pro 3.

    Worked fine up until we installed the Jan 2015 firmware updates, then we got a similar issue to what you have described.

    The part of note in my issue was that it didnt like the type keyboard after the update. It took some time to register, or we had to hold down the volume key. After the PIN entry it went to bitlocker recovery and said that the failure was down to a change in configuration and would then restart.

    I could get into windows by going straight to entering the recovery key, but as this changes after each login it was unworkable.

    I spent some time on the phone with MS support as this is a bitlocker issue, and they said they believed it was down to a hardware fault. They have now shipped out a new Surface.

    I have noticed that there is now a March 2015 firmware update for the Pro 3 so perhaps this helps fix the issue.

    :56338
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