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Safeguard - Continuous password confirmation request

Sandy Kogoj

Hi everyone,
we are using Bitlocker for encryption internal disk and Safeguard for managing for all encryption on external device and for recovery of disk. The version of Windows 10 is "1607 Anniversary Update". The version of agent Safeguard is 8.00.0.251. From when we upgraded this version of agent continuously appears the confirmation of user's password (screenshot). The user is already owner of the client. This appears when the user select windows logon (like a new owner) or sophos logon (like an actual owner).



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  • 0

    Hi - Is the user definitely logging in using the Sophos Cog/Tile?

    This popup should only been seen when Sophos SafeGuard client doesn't "know" who you are. It is possible sometimes I've seen this once however for a VERY fast machine when Windows logs on almost too fast and Sophos doesn't quite catch up!

  • 0

    Hi Sandy,

    This can happen when the user is not logging in with the safeguard icon first.

    If the user is logging in via Safeguard icon and still experiencing this issue, you can try clearing the user's certificate and log in again. Maybe something is wrong with the certificate. Let me know if this helps resolve your query.

    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

    Hi Sreenivasan,

    thank you for response. The certificate was recreated many times. The same thing was done for ownership of client. So, the machine was totally blank without owner and without any certificate associated to him.

  • 0 in reply to MichaelMcLannahan

    Hi Michael,

    thank you for response. The BitLocker Logon Mode for Boot Volumes is TPM + PIN. It's very interesting that this request from Sophos (confirm password) maybe depend of too fast machine. Like machines we have Surface Pro 4 and Lenovo X250 and newer. Did you resolve this issue? If yes, how we should proceed?

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