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ASUS UX-303-U laptop with Windows 10 Bitlocker Question

StephenMcGuire

Hello,


We installed the Sophos 7.00.2.23 SGN client on an ASUS UX-303-U notebook, we weren't prompted to install bitlocker by the client.  It did communicate with the server with no issues.  We initiated bitlocker manually from control panel and saved the recovery key file.  After several reboots and needing to put the recovery key in we are at the following set of circumstances.

From boot the first instance we enter in the PIN, it fails, hitting enter to try again it then entering in the PIN it works.  Every time we tried the first time always fails.  Once the PIN is input and accepted the notebook boots etc.


I have not been able to verify if this model has a TPM but at this point Bitlocker appears to be installed and working.

We would like to stop failing on the first entry of the PIN each time.


Thoughts? Comments?

-Stephen



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  • FormerMember
    0 FormerMember

    Hi Stephen,

    That's an interesting issue!

    So is this only happening on one ASUS UX-303-U laptop / all laptops / all laptops of this make / model?

    So after you enter the PIN it fails, to get it to work do you just hit enter again (as the PIN is pre-filled) or do you have to enter the PIN again and press enter?

  • 0 in reply to FormerMember

    We only have one of this model laptop, and yes it fails the 1st time then hit enter and try again it works.

    -Stephen

  • 0 in reply to FormerMember

    Unknown said:

    So is this only happening on one ASUS UX-303-U laptop / all laptops / all laptops of this make / model?

    So after you enter the PIN it fails, to get it to work do you just hit enter again (as the PIN is pre-filled) or do you have to enter the PIN again and press enter?

     

     
     
    I am also experiencing this issue.  We have HP Probook x360 11 G1 EE laptops with Win10x64 OS and Sophos SafeGuard 8.00.2.16.  We enter the correct PIN or any random amount of characters but after the first fail it will work.  We have to clear out all the characters even if typed correctly the first time to get it to work.  If the correct PIN is entered first and not cleared before the second try it will fail a second time, then the third, and so on until it is cleared.
     
    We are also seeing after a period of time that the pre-boot authentication will start to to fail and lock itself out for recovery after the first attempt. 
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