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Sophos SafeGuard Authentication Service is not running, no further action possible! on SafeGuard 8.00.0.251

Frank-Michael Bickel

Hi,

we are getting this Message "Sophos SafeGuard Authentication Service is not running, no further action possible!" before logging on into Windows. After we klick okay, we can only logon with Microsoft Credential Provider, not with the SafeGuard one.
In Windows Event Log we can see the following Error:

Name der fehlerhaften Anwendung: BEDevCtl.exe, Version: 8.0.0.251, Zeitstempel: 0x577aeca0
Name des fehlerhaften Moduls: WS2_32.dll_unloaded, Version: 0.0.0.0, Zeitstempel: 0x57334d8c
Ausnahmecode: 0xc0000005
Fehleroffset: 0x75b639c2
ID des fehlerhaften Prozesses: 0xa8c
Startzeit der fehlerhaften Anwendung: 0x01d1ec982417f81c
Pfad der fehlerhaften Anwendung: C:\Windows\SysWOW64\BEDevCtl.exe
Pfad des fehlerhaften Moduls: WS2_32.dll
Berichtskennung: 61c83c3c-588b-11e6-9436-005056c00008
Vollständiger Name des fehlerhaften Pakets: %14
Anwendungs-ID, die relativ zum fehlerhaften Paket ist: %15


Also reparing the SafeGuard Client Installation didnt help to solve this Issue. I watched also the following KB: https://community.sophos.com/kb/de-de/111913 and followed the second point but there is no depending SmartCard Service of the SafeGuard Authentication Service.

Right now we have two Machines with this Error, one was a fresh installation and the other was updated from SafeGuard 6.10.
Did anyone have the same issue with SafeGuard 8.00.0.251?

regards
Frank-Michael



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Parents
  • 0

    We're experiencing the same issue with one of our computers on Windows 7 Professional (64-bit) on a Dell Lattitude E5550. It is a fresh install of SafeGuard 8.00.0.251 and have tried to repair the install, but this has no effect.

    Also, we've been unable to remove the software using the uninstaller (an error message appears saying that administrator privileges are required to remove it). As the drive has not yet been encrypted, we had success doing the following to remove the software:

    * Booting off an external USB drive with Windows 7 installer on it.

    * Entering the command prompt and running:

    bootrec /FixMBr

    bcdboot c:\windows /s d:

    chkdsk c: /f

    This removed the SafeGuard POA screen on startup and allowed the software to be uninstalled. We have uninstalled all components (the configuration package, encryption software and pre-install software) and attempted to reinstall all three, however the same issue occurs when installing the encryption software -  "Sophos SafeGuard Authentication Service is not running, no further action possible!" on the first reboot.

  • 0 in reply to BrightsourceIT

    * CORRECTION* The machine having the issue is a Dell Latitude E5570. 

    Additionally, we've just installed performed a fresh install on two identical E5570s from out of the box - one installed successfully, the other did not. Also, forgot to mention that we've also tried the resolution suggested in KB article 111913, but this did not fix the issue either.

  • 0 in reply to BrightsourceIT

    Hi,

    you can follow this Article: https://technet.microsoft.com/de-de/library/cc756342(v=ws.10).aspx
    Set the ServicesPipeTimeout Value to 60.000 ms and reboot your System. Is the Service starting now correctly?

    We are still experiencing this Issue, also setting this Value to 60.000 ms didnt help for us. We are still trying to solve this Issue. Sophos Support didnt had any solution for us so far.

    best regards

    Frank

  • 0 in reply to Frank-Michael Bickel

    Hi,

    finaly I found a solution for our Issue "Sophos SafeGuard Authentication Service is not running, no further action possible!".

    It is an Issue with the ws2_32.dll which could not be loaded corectly. I am not sure if it is an Issue itself with this dll or with other related Services according to this dll. What I have done is: I deactivated the Customer Experience Improvement Program (CEIP). This is done by changing the following Registry Key to the Value of 0: „HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SQMClient\Windows\CEIPEnable“. This resolved our Issue.

    What we done before is to change the ws2_32.dll with the original dll from a Win 7 Install Source, because we were not sure if this dll was corrupted. A newer Version of this dll will be delivered by the following Microsft Security Patch: KB3161949 https://www.microsoft.com/en-US/download/details.aspx?id=52912 Maybe a fresh Installation of this Security Patch will also resolve this Issue.

    kind regards

    Frank

  • 0 in reply to Frank-Michael Bickel

    Hi Frank,

    Thanks for the update on this - we'll give this a shot.

    Kind regards

    Chris

    Brightsource IT

  • 0 in reply to Frank-Michael Bickel

    Just wanted to note that this worked for us as well. Good work. I didn't do the ws2_32.dll replacement though.

  • 0 in reply to Frank-Michael Bickel

    Thanks Frank,

    Changing the registry entry sorted the issue we were having too. Much appreciated.

    Regards

    Chris

    Brightsource IT

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