Recovery 0 Posted May 14 Share Posted May 14 Hello, we are experiencing a recurring issue on our third laptop. When we enter the password upon turning on the laptop, there is a delay of about 5 seconds before the characters appear on the screen. This is frustrating for the user as they have to wait before they can enter the password. Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 35 Posted May 14 ESET Staff Share Posted May 14 Hi @Recovery, Can you clarify whether or not it is 5 seconds per character entered or is it 5 seconds before they are able to enter their password? Are there any machines that are the same Make/Model that are not affected by this issue? If you "Force Text Mode" using this tool: https://support.eset.com/en/kb7425-adjusting-the-eset-endpoint-encryption-graphical-pre-boot-fde-login-screen does this improve the situation? Can you submit a ticket here: https://www.eset.com/int/support/contact/ for this issue with a video demonstrating it occurring along with the following ESET Encryption Diagnostic Logs: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool Thank you, Kieran Link to comment Share on other sites More sharing options...
Recovery 0 Posted May 14 Author Share Posted May 14 (edited) Wideo WhatsApp 2024-05-14 o 14.45.28_1a542be8.mp4 Only after 5 seconds can you type Edited May 14 by Recovery English Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 35 Posted May 14 ESET Staff Share Posted May 14 Hi @Recovery, Are there any machines that are the same Make/Model that are not affected by this issue? If you "Force Text Mode" using this tool: https://support.eset.com/en/kb7425-adjusting-the-eset-endpoint-encryption-graphical-pre-boot-fde-login-screen does this improve the situation? Please can you submit a ticket here: https://www.eset.com/int/support/contact/ for this issue with the video that you have acquired demonstrating it occurring along with the following ESET Encryption Diagnostic Logs: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool Thank you. Link to comment Share on other sites More sharing options...
Recovery 0 Posted May 14 Author Share Posted May 14 All laptops are DELL brand Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 35 Posted May 14 ESET Staff Share Posted May 14 Hi @Recovery, Thank you, please try the following: If you "Force Text Mode" using this tool: https://support.eset.com/en/kb7425-adjusting-the-eset-endpoint-encryption-graphical-pre-boot-fde-login-screen does this improve the situation? Failing the above see both requests below: Do you have any Dell Machines that are the same Make/Model as the one you took a video of with this issue that is not affected by this issue? Please can you submit a ticket here: https://www.eset.com/int/support/contact/ for this issue with the video that you have acquired demonstrating it occurring along with the following ESET Encryption Diagnostic Logs: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool and the answer to the above question. Thank you. AAndrejko 1 Link to comment Share on other sites More sharing options...
LesRMed 23 Posted May 14 Share Posted May 14 Just FYI, I have several new Dell computers in place that all display that SafeBIOS screen for about 5 seconds (I've never timed it) on boot. After that, it starts with the rotating dots when it begins to load Windows. We don't use EFDE. I may be wrong, but I think that delay is normal. Link to comment Share on other sites More sharing options...
Recovery 0 Posted May 15 Author Share Posted May 15 Is this an issue only with the ESET and currently we only have this on three computers? On other computers you can type immediately. Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 35 Posted May 15 ESET Staff Share Posted May 15 18 hours ago, Kstainton said: Hi @Recovery, Thank you, please try the following: If you "Force Text Mode" using this tool: https://support.eset.com/en/kb7425-adjusting-the-eset-endpoint-encryption-graphical-pre-boot-fde-login-screen does this improve the situation? Failing the above see both requests below: Do you have any Dell Machines that are the same Make/Model as the one you took a video of with this issue that is not affected by this issue? Please can you submit a ticket here: https://www.eset.com/int/support/contact/ for this issue with the video that you have acquired demonstrating it occurring along with the following ESET Encryption Diagnostic Logs: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool and the answer to the above question. Thank you. If you are able take a look into my latest reply and provide the information as best as you can via a support ticket. As well as performing that quick "Force Text Mode" test to see if that makes any difference. I cannot be sure if this is an issue that only occurs with EFDE but @LesRMed brings up a great point regarding SafeBios causing a delay in their experience. So that would beg the question, on these 3 specific Dell machines with EFDE installed, if you remove EFDE, do they experience any sort of delay mentioned. Thank you. Link to comment Share on other sites More sharing options...
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