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Challenge/response codes not available on locked workstation

TravisVesecky

Hello,

I’ve installed Sophos SafeGuard Encryption on a brand new laptop for an end user. I was able to yesterday have the end user sign on, I changed the owner of the laptop to that user in the console. I then was able to from the laptop manually start a sync and download new keys and sync settings on the end laptop. I had her restart a few times for software updates being installed and every time she was able to sign in successfully.

 However last night she brought her laptop home to try it and on her very first windows login attempt the laptop shut itself off after her first login. She did have her laptop plugged into her home internet to work from home. After the laptop shut itself down it’s come back up stating it’s been locked and need to perform a challenge/response to unlock. However after I put in a user name, password, and domain of any kind and click recovery I get no challenge number to input into the management console to unlock her laptop.

 From reading online forums on your site it appears as though the laptop is locked and will need to be reformatted. I do not accept this as an answer and hoping there is more we can try. If there is not, I would like to know any possible causes for this to avoid in the future. Otherwise we will no longer be using your product if it is unstable as this with an unknowing fear of data loss and headache. 



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  • FormerMember
    0 FormerMember

    Hello Travis,

    Sorry to hear you guys are having this issue.

    Before installing SafeGuard did you follow the best practice guide and run a full defrag and chkdsk C: /F /V /X to make sure there were no issues with the hard drive? This is required even if the laptop is brand new.
    Did you check the laptop is not one that's been blacklisted as per the following article? https://www.sophos.com/en-us/support/knowledgebase/107785.aspx
    Can you confirm the make, model and operating system aswell for me?
    I notice the machine was working but failed as soon as she got the machine home, could it have been damaged in transit?
    When she logged in did she login through the SafeGuard tile or the usual Windows tile? If she logged in through the Windows tile then a shutdown is expected as the machine has now been protected.

    If you leave out the username, password and domain then click recovery do you get a challenge code then?
    Do you get a time saying the code will expire in 20minutes or is this counter at 00:00:00 and not moving?

    This isn't anything to do with the product being unstable, at the first sign of any issues with the machine it's designed to lock up and keep the data secure.

    Formatting would only be a last resort. SafeGuard provides many ways to get back into the machine to repair the boot configuration, re-write the MBR, access the data or slave the drive to recover the data that way.

    I hope this helps Travis, but if you're still having issues please drop us an email to support@sophos.com and we'll be happy to assist.

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