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Some Big Sur users are getting repeated Sophos prompts for encryption password

Bryan Wei

Since 12/14, some of my Big Sur EAP users are reporting that they get repeated Sophos prompt for encryption password. When they enter their log on password, it doesn't work. If they elect Postpone, the prompt came back in 10 minutes. These Big Sur devices are all having green status in the Sophos Central console, so I'm not sure what's wrong with these Mac. Any idea how to resolve this issue?

Also, is there a way to run report for who is on Sophos 10.0,1? And how to update to 10.0.2 if users are still on 10.0.1?

BTW, is MacOS 11.1 version compatible with EAP, and safe to upgrade?

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  • +1

    We currently have a bug with the encryption product that will cause this pop up if a Big Sur update is downloaded. MacOS Big Sur will download new updates by default, and because Apple released 11.1 yesterday a lot of Big sur users are going to see this encryption prompt.

    If an user has the following option selected – Download new updates when available – Big sur will automatically download the update and CDE will keep showing the pop up until the user actually updates to it.

    You can fix this pop up in two ways:

    1 - Unselect the "Download new updates when available" option and reboot.

    OR

    2 - Update Big Sur to the latest version.

    We are working on a fix that will adress this.


    UPDATE 1: Apple released Big Sur 11.2 as well on Feb 1st, this will also trigger this issue and should be fixed in the same way.

    UPDATE 2: This has been fixed in CDE 1.5.4 and it's currently being rolled out.

Reply
  • +1

    We currently have a bug with the encryption product that will cause this pop up if a Big Sur update is downloaded. MacOS Big Sur will download new updates by default, and because Apple released 11.1 yesterday a lot of Big sur users are going to see this encryption prompt.

    If an user has the following option selected – Download new updates when available – Big sur will automatically download the update and CDE will keep showing the pop up until the user actually updates to it.

    You can fix this pop up in two ways:

    1 - Unselect the "Download new updates when available" option and reboot.

    OR

    2 - Update Big Sur to the latest version.

    We are working on a fix that will adress this.


    UPDATE 1: Apple released Big Sur 11.2 as well on Feb 1st, this will also trigger this issue and should be fixed in the same way.

    UPDATE 2: This has been fixed in CDE 1.5.4 and it's currently being rolled out.

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