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Known issues with Symantec Endpoint Encryption Full Disk Recovery CD

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Article ID: 151563

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Updated On:

Products

Endpoint Encryption

Issue/Introduction

There are three known problems that can occur when attempting to use the Symantec Endpoint Encryption Full Disk Recovery CD.

Resolution

The three issues are as follows. Included below each issue is the latest workaround. Symantec is aware of and is investigating these issues. This document will be updated when new information becomes available.
  1. If a USB external drive is connected to the workstation when an administrator authenticates to the Symantec Endpoint Encryption Full Disk Access Utility, an incorrect error message will display stating that the Symantec Endpoint Encryption Full Disk protection service was unable to load.
    • Workaround:
      • Click OK. The program displays the correct message stating that the Symantec Endpoint Encryption Full Disk service has been activated successfully.

  2. On rare occasions, if the encryption or the decryption processes are being run while the Symantec Endpoint Encryption Full Disk Access Utility is being used, no error message is given after authentication and the files and the folders on the hard drive are not visible.
    • Workaround:
      • Run chkdsk /f to restore access to the files and the folders for that session.

  3. If a USB external drive is connected to the workstation when an Administrator authenticates to the Symantec Endpoint Encryption Full Disk Access Utility, an error message is displayed: "There is no registered Symantec Endpoint Encryption user on this computer. The application will close. Please contact your help desk for assistance."
    • Workaround:
      • Click OK. Disconnect all of the external drives (Jump drives, Flash drives, external hard drives), and restart the computer.