PLEASE READ Advisory: Kernel memory issue affecting multiple OS (aka F**CKWIT, KAISER, KPTI, Meltdown & Spectre) for the latest updates.
A SafeGuard client is locked in the Power-On Authentication (POA) directly after installation of the SafeGuard kernel. There is no user known to the POA and the client hasn't reported to the SafeGuard server yet. Therefore you cannot perform a Challenge/Response.
Applies to the following Sophos products and versions SafeGuard Device Encryption
Please note the following before you start:
This procedure only applies if:
It is recommended to unplug the computer from the network to prevent an accidental policy distribution, for example, uninstallation protection.
To recover the client, perform either of the following procedures:
Procedure 1: Attempt to rollback the installation using the SGNRollback tool, which can be found on the installation medium or in the downloaded files in the folder Tools\SGNRollback tool.
If you've spotted an error or would like to provide feedback on this article, please use the section below to rate and comment on the article. This is invaluable to us to ensure that we continually strive to give our customers the best information possible.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.