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Token not found

What could be the reason that I see 'token not found' at the POA screen? The token (tried with two supported token types - Safenet and RSA) is recognised at OS level but not at the POA screen. Using SGN 8. Everything else works as expected, just this. Is there something I have missed in the config?

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0 Haridoss Sreenivasan over 6 years ago

Hi Mark,

Sorry that you had to go through this trouble. Based on the issue description, I think you are experiencing this issue on the Windows 7 OS. In that case, I guess you are using Volume based Encryption and not the native Encryption like Bitlocker. Here, the token must be verified to check the compatibility with our product. To confirm compatibility, please check SafeGuard Enterprise 8: Supported middleware, tokens and smart cards.

If the token is compatible, follow How to issue/configure tokens in the SafeGuard Enterprise Management Center, and you should be able to use the token without any issues.

Haridoss S

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 PeterRist over 6 years ago

Hi Mark,
is the Hardware where you using Skylake based or newer? POA is not really supported on these "new" platforms...

You could do a vote for this feature at the Ideas http://ideas.sophos.com/forums/143208-sophos-data-protection/suggestions/18509629-windows-10-poa
Maybe Sophos is listening to us that we want POA with Smartcards and USB Tokens with modern Hardware even with Bitlocker.
Companys like Cryptware are supporting such features with Bitlocker.

Cheers Peter
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0 Mark Stone over 6 years ago in reply to Haridoss Sreenivasan

Hi Haridoss, yes I should have specified, this is with Windows 7. Well I tested with another type of laptop and it works so the set up is OK. Just this device seems to be the problem for some reason - Latitude E7440. It could be just this one specific laptop that is the issue though, unfortunately I don't have another one of this model to test with. It was just for testing purposes anyway, so not important.
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0 Mark Stone over 6 years ago in reply to PeterRist

Thanks Peter, actually it is Windows 7 running on a Dell Latitude E7440 ( Intel i7 - Haswell). Other devices work OK so maybe it is just this model, or even this specific device. But yes, also testing with Windows 10 led me to the same conclusions about POA support - it just adds another layer for companies wanting to use tokens / smartcards.
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0 PeterRist over 6 years ago in reply to Mark Stone

Hi Mark,
in the newest POACFG file from the Sophos FTP is a settings entry for the E7440, do you have tried the installation with this?

https://community.sophos.com/kb/de-de/65700

Cheers Peter
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0 Mark Stone over 6 years ago in reply to PeterRist

Hi Peter,

Good shout... I tried this but still no luck :/ . I think there are only so many challenge/responses I can handle within a week so I will give it up for now. I'm wondering about one last thing though - the laptop has a dead battery, but even with a good battery in I have the same problem. But I haven't tried installing the client and encrypting while the good battery is installed, so maybe I can try this. Can't see that it would make a difference though.

Cheers,

Mark.
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0 Typhoon87 over 6 years ago

I am having this issue right now. It appears that I have the skylake issue noted in KB 132838 noted above. I am trying to get the best practice to create a second set of policy's for these new devices to adjust the POA settings while not touching anything else.
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