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Dell 3570 - Intermittently getting stuck on with white screen on POA

DanielTarrant1

Hi all,

I've recently gotten a batch of Dell Latitude 3570 laptops running Windows 7 x64 we have installed Sophos SafeGuard client version 7.00.1.2 and config version 7.00.0.97, all our other models of laptops boot through to the POA fine however we've been finding intermittently that the 3570's have been getting stuck on a white screen before the POA can load.

I have tried modifying the config as below but the issue still intermittently occurs:

        <Version>7.00.0</Version>
        <Condition>
            <Machine Vendor="Dell Inc." UseVendor="1" Model="Latitude 3570" UseModel="1" Type="01" UseType="0" />
            <BIOS/>
            <HardDisk/>
            <HD-Controller VID="8086" UseVID="1" PID="9D03" UsePID="1" />
            <USB-Controller/>
            <GraphicController/>
            <VideoControllerDriver/>
        </Condition>
        <Command>USBLEGACY OFF,VESA ON,USB ON,ATA OFF,USB20 ON,ACPIAPIC OFF</Command>
    </Action>

Any suggestions or assistance would be much appreciated as we currently have 200+of these in our fleet with more to come.

So far the best and most reliable work around we have to get past this is to turn the laptop off when it gets stuck, remove the power cord and battery, wait approx 5seconds, connect it all back up and try again.



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  • FormerMember
    0 FormerMember

    Hello Daniel,

    Shift+F6 should get you past this issue - regarding the new machines just use the SGNHWINFO tool to get your machine specific info.

    The following document will show you how to put customer commands into the POACFG file:
    https://sophserv.sophos.com/repo_kb/110301/file/110301_customize_poa_xml_db.pdf

    I hope that helps Daniel, please let me know if you're still having issues.

  • 0 in reply to FormerMember

    Hi Mark,

    Thanks for your response, as you should be able to see from my original post i have actually written the shift + f6 function into my POACFG file under the command section <Command>USBLEGACY OFF,VESA ON,USB ON,ATA OFF,USB20 ON,ACPIAPIC OFF</Command> the ATA OFF is what Shift + F6 does.

    I believe that the only way that what you're suggesting might work would be if for some reason my POACFG file isnt being loaded in correctly.


    Thanks Daniel.

  • 0 in reply to DanielTarrant1

    Any resolution on this? We're running into the same issue with the same model.

    Thanks,

    Rick

  • FormerMember
    0 FormerMember in reply to DanielTarrant1

    Hello Daniel,

    Thanks, I did see that, unfortunately the only option if you do still face that is to use the Shift+F6 command (or Shift+Fn+F6 if the machine requires the Fn key too).

    Can you also try Shift+F9 for me.

    If the issue is intermittent check whether the machine was cold booted (booted up after being turned off) or warm booted (booted from hibernation).
    Cold boot is always best, some machines don't work so well on a warm boot.

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  • FormerMember
    0 FormerMember in reply to DanielTarrant1

    Hello Daniel,

    Thanks, I did see that, unfortunately the only option if you do still face that is to use the Shift+F6 command (or Shift+Fn+F6 if the machine requires the Fn key too).

    Can you also try Shift+F9 for me.

    If the issue is intermittent check whether the machine was cold booted (booted up after being turned off) or warm booted (booted from hibernation).
    Cold boot is always best, some machines don't work so well on a warm boot.

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