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Windows updates on computers with Sophos failing to boot

We run Dell Optiplex PC's with Windows 10 Education Edition. We have Sophos cloud endpoint on all machines and we have been seeing some machines not boot back up after windows updates lately. We have a sneaking suspicion this might be windows updates in conjunction with the Sophos cloud endpoint. The only other pattern we have seen is that this has only happened on machines that have a normal spinning disc SATA drive. just something we noticed. We aren't sure this is a Sophos endpoint issue but we are trying to explore all avenues here. Has anyone else with Sophos noticed this issue? If so what was your solution? At this point the user base is quite impatient. Thank you all for your support.

Attached is a pic of what we typically get stuck on. It just spins and spins. A handful of machines finished days later, but most never do.

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0 QC over 6 years ago

Hello Josh Rogalski,

there is already a thread that mentions black (or black screen) in the Central forum (which is perhaps the better forum as it seems to affect only Central endpoints):
black screen on login

Christian
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0 Josh Rogalski over 6 years ago in reply to QC

Thank you Christian, I checked it out and that user seems to have the issue AFTER login, where ours is on bootup. Should I move this forum over to "central" or?
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0 QC over 6 years ago in reply to Josh Rogalski

Hello Josh Rogalski,

might or might not be related but it seems to be a Central issue. IMO it's better to move it.

The machines are bricked or can you get them up in Safe Mode?

Christian
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0 Josh Rogalski over 6 years ago in reply to QC

From what I'm told by the desktop team (I haven't seen this personally but trust their statements) that some of them have resurrected themselves after a few days of mindless spinning. Some never seem to come back.
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0 Mr Najeem over 5 years ago

Hi.. Did someone find a solution to this.

I have the exact same problem. My Windows 10 laptop does not boot after installing Sophos Intercept X.

It just spinning just like in the image.

I even tried to fix windows startup but that too didn't help.

Thanks,

Najim
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0 Josh Rogalski over 5 years ago in reply to Mr Najeem

Unfortunately we never found a solution to fixing the issue once it happened. We started replacing all the old spinning disc sata drives with SSD and we never got the issue again. Once a machine got this issue we had to image the machine. Luckily all the files are in tact on the drive, we had to get a hard drive cradle and grab a few things but they are all there. Sorry wish I had better news.
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