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Freezes after entering password

BradGood

Hello,

For one user on the login page he enters his password and then it freezes. If you enter the username or password incorrectly it prompts saying incorrect and lets me try again. Longest we waited once it froze was 20 minutes and each time we have to do a hard shut down.  

He has a laptop and happens on just battery, no battery, docking station with battery and docking station without battery. No other user has had this issue. He just got it last week and restarted every day without this happening. Wi-Fi is off in case somehow that was messing with it.I have tried with Bypass Windows Login enabled and disabled.

He can access it. I went with Forgot password, entered in the pre-set answer and that worked. So he can login doing forgot password.

Any ideas on how to fix it so he can login normally? 

HP Folio 9480m laptops. 

Windows 7 Professional 64 bit

Sophos SafeGuard 6.00.1.31



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  • FormerMember
    0 FormerMember

    Hi Brad,

    I've not seen this issue before, but version 6.0 is very old (3 versions behind the latest version) so running that on new hardware/BIOS/drivers may cause issues.

    Is anyone else using this same setup?
    Do you have anything enabled like FastBoot/RapidBoot/QuickBoot/SecureBoot in the BIOS?
    Anything like Intel RST installed on the machine?
    Is he logging in through the SafeGuard tile?

  • 0 in reply to FormerMember

    Hello,

    20+ users all using same equipment, same Windows image and same Sophos version. No one else having this issue.

    The only thing that would be considered outside the norm for the bios is wakeonlan but everyone has that.

    What do you mean the SafeGuard tile? He turns his computer on, and the login screen appears like the one below

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  • 0 in reply to FormerMember

    Hello,

    20+ users all using same equipment, same Windows image and same Sophos version. No one else having this issue.

    The only thing that would be considered outside the norm for the bios is wakeonlan but everyone has that.

    What do you mean the SafeGuard tile? He turns his computer on, and the login screen appears like the one below

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