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Windows 10 Screen Lock/Unlock takes 5 minutes

DylanJacob

We have multiple domain joined Windows 10 Enterprise/Education computers that are exhibiting extremely long delays in locking and/or locking the screen (i.e. Windows Key + L, Start > User Display Name > lock, Ctrl + Alt + Del > Lock). These delays range anywhere from 30 seconds to more than 5 minutes, does not always happen for both lock/unlock, and has randomly started and stopped on systems. We are using SafeGuard 8.00.0.251 clients managing BitLocker.

We have installed SysMon on systems with this issue and do not find any noticeable irregularities during the lock/unlock operation. We have also done packet captures and have found no SafeGuard related traffic during the lock/unlock operation. We have noticed that enabling the "High Performance" power profile in Windows Power Options has reduced the delay, and in some cases eliminated it entirely at least temporarily.

Users have been very patient and are less concerned with the extended time to lock the computer as they are with unlocking. In the last week we have noticed more of these cases rising up and are wondering if there is something related to Windows patches.

I have put a support ticket in with Sophos asking for help, but when they replied (finally, after about 6 weeks) they stated that it was a "known issue with BitLocker", that it is normal for lock/unlock to take up to 2 minutes and if it takes more than 2 minutes then there is "another" issue, but they never clarified what that issue might be. They did suggest decrypting the client, reinstalling the SafeGuard software and re-encrypting, but that is not an acceptable solution when there are a dozen or so machines with this issue.

Is anyone else experiencing this kind of delay with screen lock on Windows? Has anyone found the root cause? I have not found any relevant information from Google searches looking more broadly for this issue on encrypted computers using BitLocker.



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  • +1
    Hi Dylan, 
     
    Sorry to hear about the inconvenience you are facing. I would like to gather few information in order to assist you with this issue. 
     
    1. How do you confirm it's Safeguard causing the latency?
    2. What type of encryption is installed in the machine, is it Disk Encryption or File Encryption?
    3. Do you have the latency on new machine installed with Safeguard?
     
    While you get me those answers, also do check and follow steps suggested in the following link which could be helpful for the current scenario,
     
    If in case the issue still persists, We would require the trace log, the below mentioned KB article will help you in how to enable the trace logs. 
     
    Once the trace log is enabled , Please do restart the machine and reproduce the issue (Note: Please note the time when you log in) . And once the issue is reproduced, run the SDU (the link below will help you with the same)
     
    So once you get the log file, Please do share it with us and we would be able to analyze the log file to understand the issue and come up with the solution.
     
    Thanks & Regards
    Haridoss S
     
     

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Haridoss Sreenivasan

    I do not know for sure that it is SafeGuard, but I have not found anything on TechNet or on Sophos Community Forums describing this issue, so I thought I would start here to see if anyone else has experienced similar issues.

    Disk Encryption and File Encryption are installed on the clients, but we are not currently pushing any File Encryption policies, location based or synchronized.

    Many but not all of these machines were imaged using our standard Windows 10 Education image from SCCM and had SGN installed immediately after before being delivered to the user, so they could be considered a clean install. The thing is that some machines that were imaged and encrypted in this manner as part of our project do not have this issue, in fact, there are many more that do not have the issue than do. Also, many of our encrypted systems were not re imaged prior to having SGN installed. Additionally, the vast majority of our systems are Lenovo systems. Again, there are many instances where only a couple of a given model will exhibit this issue.

    I will work to gather a trace log and post that soon. 

    Thanks,

    Dylan

Reply
  • 0 in reply to Haridoss Sreenivasan

    I do not know for sure that it is SafeGuard, but I have not found anything on TechNet or on Sophos Community Forums describing this issue, so I thought I would start here to see if anyone else has experienced similar issues.

    Disk Encryption and File Encryption are installed on the clients, but we are not currently pushing any File Encryption policies, location based or synchronized.

    Many but not all of these machines were imaged using our standard Windows 10 Education image from SCCM and had SGN installed immediately after before being delivered to the user, so they could be considered a clean install. The thing is that some machines that were imaged and encrypted in this manner as part of our project do not have this issue, in fact, there are many more that do not have the issue than do. Also, many of our encrypted systems were not re imaged prior to having SGN installed. Additionally, the vast majority of our systems are Lenovo systems. Again, there are many instances where only a couple of a given model will exhibit this issue.

    I will work to gather a trace log and post that soon. 

    Thanks,

    Dylan

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