This article applies to Windows 11 users with May 2022 Update (KB5013943) installed
If you are NOT running Windows 11 you do not need to take action
UPDATE: A Fix has been released to all customers as of May 15th 2022
To verify you received the fix, follow these steps:
1 - Users will receive a Restart Required message in Sophos Home as soon as the automatic fix is installed
2 - Open Windows Explorer and navigate to C:\Windows\System32\drivers
3 - Locate hmpalert.sys > Right-click > Properties> Details
4 - Confirm the Product version is 3.8.4.46
Note: After confirming you have the above version If you had previously applied workaround 1 please re-enable automatic Windows updates
What's happening
This issue is fixed - Please refer to the update at the top of this page -
Note: This issue is ONLY for Windows 11. It does not affect other Windows versions.
Customers on Windows 11 running Sophos Home may encounter a BSOD/Stop error after installing Windows Update KB5013943 and restarting their machines
The symptoms involve being unable to get to the desktop after restarting the computer/shutting down powering it back on post installation of Windows Update KB5013943
This includes a Stop Error Index Mismatch message (Blue Screen)
What to do
IF YOU ARE RUNNING WINDOWS 11 AND YOU ARE LOGGED IN TO YOUR DESKTOP -
Confirm you have received the fix, as per the Update above ^^^^
IF YOU ARE RUNNING WINDOWS 11 AND YOU ARE EXPERIENCING STOP/ BSOD ERRORS:
Workaround #1 - Uninstall the KB5013943 Windows Update
Video steps
Let the system BSOD and auto restart
After 3 times, you are presented with Advanced repair options button
Click See Advanced repair options
Select Troubleshoot > Advanced options >Uninstall Updates
Choose Uninstall latest quality update
Once this is done, verify the Sophos Home fix has been received, as per the UPDATE section at the top of this article - After that, you can normally update your computer.
Workaround #2 - Rename the hmpalert.sys driver
Let the system BSOD and auto restart
After 3 times, you are presented with Advanced repair options button, click it
Select Troubleshoot > Advanced options > Command Prompt
Type cd c:\windows\system32\drivers
Hit Enter
Type ren hmpalert.sys hmpalert.old
ATTENTION: If the file is not found, find the location where recovery mode assigned your Windows installation. For example, the file hmpalert.sys might be located under:
cd /d D:\windows\system32\drivers
cd /d E:\windows\system32\drivers
cd /d F:\windows\system32\drivers
Change the path until you are able to use the ren command as per the steps above -
Hit enter
Type Exit
Select Continue
The system should boot normally after renaming the hmpalert.sys driver
Once this is done, verify the Sophos Home fix has been received, as per the UPDATE section at the top of this article - After that, you can normally update your computer.