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keyboard not responding at login screen

John McClure

Hello all,

We recently began testing SGN 8. Thus far everything appears to be working correctly on the 3 test laptops we have deployed to, with one exception. When we leave it turned on without using it for 12- 24 hours the login screen becomes unresponsive to the keyboard. You can move the mouse but if we click on "OK" nothing happens. Also, if you click recovery, shutdown, or options the additional options are not there, and the area they are supposed to appear in is blank  (looks frozen like it is trying to bring them up but they never appear).

The laptop then has to be hard booted before anyone can login.

Has anyone else experienced this issue and hopefully found a resolution?



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  • 0

    We had the same Problem.

    Safeguard 8.00.0.251 Lenovo P50 managed bitlocker encryption.

    User was not able to enter the needed Passphrase.  No Solution yet

  • 0 in reply to Kai Pfizenmaier

    Dear Kai,

    I think you are talking about the Device Encryption module of SafeGuard Enterprise client. And I assume that you are using a Windows 7 too.

    So please be aware that the Login mask, we call it PoA, will not longer responsible after a long time of not using them. We expect that you want to use the machine if you switch on them.

    However, please switch off the machine, wait ~10 seconds before you switch on the machine again. The login should be possible now.

    If not - please open a support case that we can investigate.

    Thanks and BR

Reply
  • 0 in reply to Kai Pfizenmaier

    Dear Kai,

    I think you are talking about the Device Encryption module of SafeGuard Enterprise client. And I assume that you are using a Windows 7 too.

    So please be aware that the Login mask, we call it PoA, will not longer responsible after a long time of not using them. We expect that you want to use the machine if you switch on them.

    However, please switch off the machine, wait ~10 seconds before you switch on the machine again. The login should be possible now.

    If not - please open a support case that we can investigate.

    Thanks and BR

Children
  • 0 in reply to Rapa601

    Hi,

    i don't know wich module is responsible.

    The Laptop runs with Win 10. We are not using PoA.

    On startup you need to enter only the bitlocker key.

    but thank you anyway helping us in the forum

    regards Kai

     

    support case... i have found most support technitians not very helpfull.

    Sorry to say that. Sure most problmes we have are our fault.

    But they only communicate through email and missing the point quit often. (Even when bagging for a return call)

    One phone call would have solved most of my problems. More or less instantly

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