Backup PGP Whole Disk Encrypted drive using ShadowProtect Desktop 3.1

Products

• Symantec Products

Issue/Introduction

Issue

When attempting to perform a backup with ShadowProtect Desktop 3.1 on a system which is PGP Whole Disk Encrypted, an error similar to the following is displayed and the backup process is stopped:

sbvol 503 Fatal I/O error on \\?\STC_SnapShot_Volume_21_0 offset 83ed80000 on read (-31 A device attached to the system is not functioning.

This issue is due to a conflict between the ShadowProtect Desktop backup process and a PGP file utilized in PGP Whole Disk Encryption.

Resolution

Resolution

To resolve the issue, exclude the following PGP file from the backup job when utilizing ShadowProtect Desktop 3.1:

PGPWDE01

The file is located in the root directory on the system. As the PGPWDE01 file is a System File and hidden by default, you may need to adjust the View options in Windows Explorer to view the file.

This can be accomplished in Windows Explorer by clicking Tools>Folder Options... and selecting the View tab. Subsequently clicking the radio button to Show hidden files and folders will allow you to view the hidden system files.