FAQ

2019/04/11 On a device with Sophos installed, it will not start after Windows Update

On a device with Sophos Endpoint Security and Control installed, the computer may fail to start after applying the 2019/4/9 Windows Update.

  • Affected OS
    Windows 7
    Windows 8.1
    Windows 2008 R2
    Windows 2012

  • Manufacturer information
    Sophos Central Endpoint and SEC: Computer fails to start or hangs after updating to Windows 9 April 2019 (Sophos Knowlege Base)

  • Workaround
    If this issue prevents your PC from starting,

    1. Start in safe mode.
    Windows 8.1
    Windows 7

    2. Disable the "Startup type" of the Sophos Anti-Virus service.
    Right click on Start Menu-> Run-> Enter services.msc
    Right-click on the service named Sophos Anti-Virus from the list of services to display the properties and set the startup type to `` Disabled ''

    3. Reboot and start normally

    4. Uninstall the appropriate Windows KB.

    From Control Panel-> Programs and Features-> View Installed Updates, delete the following KB if any

    KB4493467
    KB4493446
    KB4493448
    KB4493472
    KB4493450
    KB4493451

    5. Set the "Startup type" of the Sophos Anti-Virus service to automatic.
    Right click on Start Menu-> Run-> Enter services.msc
    Right-click the service named Sophos Anti-Virus from the list of services to display the properties, and set the startup type to "Automatic"


    6. Reboot