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SafeGuard Affecting MS Office Files

Michael Vitez

Hello everyone,

I'm having an issue I hope you may be able to assist with. Since we have started using SafeGuard, some of my users have been having issues with saving Office files. As you may or may not know, when saving any kind of Office file, the file goes through several steps in the process. If the process doesn't complete in the allotted time, you receive an error. Specifically, you get a sharing violation error for Excel files and that the file is read only for Word documents. Everything I've found online seems to blame antivirus for the issue, but our problems only started after we moved to SafeGuard. Also, we only have these issues if we are saving files to the local machine and not to the server. Our antivirus scans everything, including the servers, but Safeguard is only on the local machines. I was wondering if anyone else is having these issues and, if so, were you able to solve them and how did you do it? Thanks in advance!



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  • 0 in reply to Michael Vitez

    Hi Michael/Antonio,

    First of all sorry for the delay in getting back to you. My attempt to recreate the issue was not successful. I am afraid you would have to create a Support Ticket, I will check on that and also about the issues using Chrome and get back to you. I do see some known issues with chrome, but just have to confirm if we have the download issues on the list.

    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.

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  • 0 in reply to Haridoss Sreenivasan

    Just a head ups to anyone reading this:

     

    In our case, the issue doesn't start until something from the MS Office suite is not started (Chrome wont fail to download things). If you open something that uses MS Office, chrome will start to fail.

    Also, it doesn't matter if the machine is actually encrypted or not, just the presence of Safeguar in the tray/running causes this issue. If you disable all the safeguard services, but the main program is still running, it will fail. Remove the safeguard executable from the start (msconfig or autoruns) and the issue will be gone.

  • +1 in reply to Antonio Cienfuegos S

    Antonio,

    I opened a ticket yesterday and there is a hotfix for this. Here is what they sent me:

     

    Thank you for contacting Sophos Technical Support.

    There is a hotfix available for this issue with MsOffice Documents.

    Please apply this Hotfix to resolve this issue.

    SafeGuard Enterprise: fixed issues in the hotfix SGN800SavingFileIssue with Microsoft Office documents

    There was an issue that Office documents could not longer saved by using some file encryption modules from SafeGuard Enterprise.

     

    Overview

    This article provides information about issues fixed in the Hotfix SGN800SavingFileIssue.


    The following sections are covered:

    Applies to the following Sophos products and versions
    SafeGuard File Encryption 8.0

    Prerequisits:

    SGN Client 8.00.0 with a file encryption module installed

    Issues resolved

    • Saving Office files in an encrypted folder fail and the user gets the following error: Word cannot complete the save due to a file permission error
    • The Widows crashes with a blue screen on Windows 10 (TH1, 10.0.10240 Build 10240) Clients when accessing encrypted files. The stop message is PAGE_FAULT_IN_NONPAGED_AREA (50).

    Installation of patch files (msp)

    The patch can be downloaded from here (https://www.sophos.com/Pages/DownloadRedirect.aspx?downloadKey=%7bFA9FDE6E-9342-4DB7-B5A2-B6D202F45492%7d)

    • msiexec /p SGN800SavingFilesHotfix_x64.msp REINSTALL=ALL REINSTALLMODE=vomus /qr

    Restart the computer after installation of the patch

     

    I haven't done it yet, but I figured I'd share so we can all try to get past this. LOL

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