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Dell E5550 and Sophos 7.0.2.23 installation error 5017

StephenMcGuire

I'm getting Error 5017 Incompatible hardware configuration while trying to install. 

The BIOS is set to AHCI and  the drivers for the raid are not installed.

Is there a reason why the installation would think the RAID drivers are installed yet they are not.  We've checked the registry and can't find anything there etc.

-Stephen



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  • FormerMember
    0 FormerMember

    Hi Stephen,

    You're not doing something like installing the PC version on Windows running in Apple Boot Camp are you?

    Is there any kind of RAID setup on the machine at the moment?

  • 0 in reply to FormerMember

    No, just a windows 7 installation, BIOS shows AHCI not RAID.  Straight forward installation.

    -Stephen

  • FormerMember
    0 FormerMember in reply to StephenMcGuire

    Unfortunately anything in the Dell 3*50, E5*50, E7*50 range has been known to be problematic.

    Hardware that is known to be incompatible with the Sophos Disk Encryption Client is listed in the Power On Authentication (POA) configuration file and evaluated during the installation. If the hardware is flagged as incompatible, the setup process will be aborted.

    Make sure that the driver/firmware version of the following components is up to date:

    • BIOS
    • Hard disk controller
    • USB controller
    • Video controller

    Once fully up to date perform the installation again.

    If you see the error message when the latest driver/firmware updates are installed, it is likely that the computer is not compatible with the Power-On-Authentication component of Sophos Disk Encryption.

    I'd recommend upgrading the OS to Windows 7 Enterprise/Ultimate, Windows 8.1 or Windows 10 and using BitLocker.
    If you don't want to change the operating system then a different machine would be needed.

    Please let me know how that goes Stephen.

  • 0

    We have installed SGN7 on many Exx50 machines without problems. The SATA mode needs to be set to AHCI in BIOS as a prerequisite.

    You said you did that. We also had some rare cases where we got error 5017 although AHCI mode was set. In these cases we had to override the SATA RAID check.

    You need a customized poacfg.xml file in order to do this.

    A POACFG.XML can be download from the ftp server described in this article:

    https://www.sophos.com/en-us/support/knowledgebase/65700.aspx

    Download file POACFG_7_00_0_105_and_above.xml from there.

    Edit the XML file and remove the SATA RAID check for the 5550 model by deleting this section:

    <Action>
            <Version>7.00.0</Version>
            <Condition>
                <Machine Vendor="Dell Inc." UseVendor="1" Model="Latitude E5550" UseModel="1" Type="01" UseType="0" />
                <BIOS/>
                <HardDisk/>
                <HD-Controller VID="8086" UseVID="1" PID="282A" UsePID="1" />
                <USB-Controller/>
                <GraphicController/>
                <VideoControllerDriver/>
            </Condition>
            <Command>WARNING "RAID is not supported, the value of the SATA Operation setting must be switched to AHCI in the BIOS of this hardware",ABORT</Command>
        </Action>

    Now follow the instruction from the article above to use the customized file for installation. Make sure you specify a correct absolute path to the poacfg.xml file, e.g. C:\SGN\poacfg.xml or C:\TEMP\poacfg.xml. It depends on where you store the file locally. Even if the file is stored in same folder as the MSI file, you have to specify the full path to the file.

    -Holger

  • 0 in reply to Holger

    It allowed the installation and everything looks good, thanks!

    -Stephen

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