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Sophos freezing windows login 8_1

Leandro Soares

I need help, I'm noticing that my workstations windows 8.1 and 10 are freezing the login windows screen. And every time I remove Sophos Endpoint my system goes back to working normally.



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    Hi Leandro, 

    Is your windows system updated , Are you using Intercept X ?

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Aditya Patel

    I am facing the same issue here in 5 computers of my network.

    Updated windows 10 and sophos central endpoint + intercept x

    Noticed that works fine when disable [Real-time Scanning - Local Files and Network Shares in Threat Protection]

    But I wouldnt like to keep this disabled just to fix this problem

  • 0 in reply to Mundivox do Brasil

    Hello,

    Would it be possible for you to raise a case with Sophos Support and reference this community link? If you could also provide us the information Jak had recommended it would be hugely beneficial in troubleshooting this further.

    Please send me over the case reference once you have logged this as I am keen to work with you to get this issue progressed.

    Unknown said:

    To do so you will need to set the computer up in advance to be able to crash it on demand with the keyboard.  This requires a registry key being set.
    https://msdn.microsoft.com/en-us/library/windows/hardware/ff545499(v=vs.85).aspx
    Next time it hangs you can hold down the rightmost CTRL key, and press the SCROLL LOCK key twice.
    Ensure that a full dump is obtained (community.sophos.com/.../111474).  
    The result memory.dmp should be the same size as the amount of RAM you have.
    You would want to initiate the dump as soon after you think the computer has hung as possible.
    Even before you get the problem you can test crashing the computer works and creates a full dump so you know it should when it hangs in the future.


    2. A SDU from the computer. community.sophos.com/.../33533.

    Support should provide you with FTP credentials to send the SDU and zipped Memory.dmp file.

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  • 0 in reply to Mundivox do Brasil

    Hello,

    Would it be possible for you to raise a case with Sophos Support and reference this community link? If you could also provide us the information Jak had recommended it would be hugely beneficial in troubleshooting this further.

    Please send me over the case reference once you have logged this as I am keen to work with you to get this issue progressed.

    Unknown said:

    To do so you will need to set the computer up in advance to be able to crash it on demand with the keyboard.  This requires a registry key being set.
    https://msdn.microsoft.com/en-us/library/windows/hardware/ff545499(v=vs.85).aspx
    Next time it hangs you can hold down the rightmost CTRL key, and press the SCROLL LOCK key twice.
    Ensure that a full dump is obtained (community.sophos.com/.../111474).  
    The result memory.dmp should be the same size as the amount of RAM you have.
    You would want to initiate the dump as soon after you think the computer has hung as possible.
    Even before you get the problem you can test crashing the computer works and creates a full dump so you know it should when it hangs in the future.


    2. A SDU from the computer. community.sophos.com/.../33533.

    Support should provide you with FTP credentials to send the SDU and zipped Memory.dmp file.

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