Hello Travis, Sorry to hear you guys are having this issue. Before installing SafeGuard did you follow the best practice guide and run a full defrag and chkdsk C: /F /V /X to make sure there were no issues with the hard drive? This is required even if the laptop is brand new. Did you check the laptop is not one that's been blacklisted as per the following article? https://www.sophos.com/en-us/support/knowledgebase/107785.aspx Can you confirm the make, model and operating system aswell for me? I notice the machine was working but failed as soon as she got the machine home, could it have been damaged in transit? When she logged in did she login through the SafeGuard tile or the usual Windows tile? If she logged in through the Windows tile then a shutdown is expected as the machine has now been protected. If you leave out the username, password and domain then click recovery do you get a challenge code then? Do you get a time saying the code will expire in 20minutes or is this counter at 00:00:00 and not moving? This isn't anything to do with the product being unstable, at the first sign of any issues with the machine it's designed to lock up and keep the data secure. Formatting would only be a last resort. SafeGuard provides many ways to get back into the machine to repair the boot configuration, re-write the MBR, access the data or slave the drive to recover the data that way. I hope this helps Travis, but if you're still having issues please drop us an email to support@sophos.com and we'll be happy to assist.
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