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BSOD after installing Sophos Safeguard 5.60.1.7

DaveRH

Hi,

I have two Toshiba Tectra A11 laptops running Windows 7 Pro 32-bit.  Both laptops work fine, until I install Sophos Safeguard 5.60.1.7.

Once I have rebooted the laptop, the Sophos Safeguard screen appears and states “Autologon will continue shortly”.  Following this the Windows logo appears and then a BSOD stating “Stop error c000021a {Fatal System Error}”

I have tried all available hotkeys on POA, none of which make any difference.  I have also:

  • Ensured that Security Update 2823324 is not applied as per http://support.microsoft.com/kb/2839011
  • Updated the BIOS to the latest version (3.50)
  • Toggled the SATA controller mode within the BIOS
  • Tried Last Known Good Configuration and booting to Safe Mode (which results in the same Stop Error)
  • Performed disk checks on each laptop (both of which completed without error)
  • Ran WINPE SGN to repair the MBR

Can anyone assist me in resolving this issue?

:42095


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  • 0

    Hi Dave,

    that is strange! We were facing the c000021a BSoD when SafeGuard Easy 4.x was in the market and Windows XP Service Pack 2 was just release, but I haven't seen a Windows 7 machine with SafeGuard 5.x/6.x running into this particular BSoD.

    Are both machines affected from the BSoD right after installation of SafeGuard Enterprise? If yes, are there any special applications installed that also bring encryption or logon components (like additional Credential Providers) into the system?

    Side note: POA hotkeys should not matter at this late boot stage

    Regards,
    Chris

    :42097
  • 0

    Strangley enough I went looking for something similar to this but resolved it felt I could share my thoughts. In our particular situation we were installing it on a Dell e6520 which was running win 7. chkdsk shown no errors and everything looked clean. after about 30 mins into encrypting, Windows froze and we blue screen. after that the sophos Winlogon hook would not work and left the login screen blank, nothing but the blue background. after look closer into it. we found the issue to be related to viruses on the machine which we ran using a boot scan from USB. after the santization of the disk was completed. we had no further issues.

    This may not be the same issue for you but we found that malware at startup killed the startup of windows which was locking up and BSOD the computer.

    on our second machine one we found software which was causing issues with the encryption. the software modified the boot which was killing the encryption somehow not allowing the POA to function. These were just our expiriences, you might want to just kill disk it and see if anything changes.

    Software could very well be the issue, we have had no problems installing and running sophos on the brand new out of the box machines we have been installing it on. but the machines that are in our inventory already that come back to us for encryption seem to be here the issues happen. better to re-image than to even try to figure it all out.

    :42107
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