Sophos SafeGuard Enterprise 8 client - Windows 10 crash

Hi AhmedIbrahim

We are going to need some more information.  What version of Windows are you running?  What is its build number? What version of Safeguard are you running (please list the full version number)?

Are you able to uninstalling Safeguard?  If so please do so, once you are back in Windows make sure that all your drivers are up to date.  Do not rely on Microsoft Windows to perform the updates, down load the latest drivers from the hardware manufactures web site.  Make sure to also update the machines BIOS too.

Before installing Safeguard again, are you able to manually enable bitlocker with out any errors?

Hi AhmedIbrahim,

Storport.sys isn't anything to do with SafeGuard, this is a type of system file associated with Microsoft Office System Beta 2 Kit, around 2003 I believe.

It could also be a SCSI Port driver, Windows Server 2003 and later versions include storport.sys, a storage port driver for use with high-performance buses, such as fibre channel buses, and RAID adapters.

If you gather a full crash dump then analyse with WinDbg you should be able to gather further information about the crash. Most likely it'll be an unhandled exception that occurred in the driver.

I hope that helps.

Thank you for the reply.

Below is windows version:

and all drivers are up to date.

For Bitlocker, we are using file encryption, disk encryption is not installed. 

Thank you for the reply

I opened a support ticket with Sophos and once they find a solution, I will share it with you.

Hi AhmedIbrahim,

Many thanks for the update, open a ticket with MS too so they're aware, they may also have a fix.

I notice you're still running the 1511 version of Windows 10, I'd run the latest Windows updates which should take you to 1607, this should also help but make sure you suspend BitLocker before you do this if enabled.

Thank you Toby, I already updated Windows to the latest but the same issue still rising.

I opened a ticket with Sophos Support and uploaded them the trace logs from Safe Mode.

Once I get a reply I will update here.

I had some crashing issues with CIFS and had it registered with MS Premium support. After a few weeks they came back with this resolution. It identified quite a few known issues and bugs - most of which I wasn't suffering from but the patch did fix the issue for us!

https://support.microsoft.com/en-us/help/4013429/windows-10-update-kb4013429

Thanks MichaelMcLannahan,

 I will read it and give it a try.

I tried MichaelMcLannahan suggestion, but the same issue.

Sorry to hear this still is an issue.

Have you got all the latest firmware and drivers for the system?

I would make sure everything is up to date. I hate to say it but I don't think this is a Sophos issue, but more likely driver/software/firmware related?

I think this is the latest link to the drivers you'll need?

http://pcsupport.lenovo.com/gb/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-X-SERIES-LAPTOPS/THINKPAD-X250/downloads/DS102288