Troubleshooting: PGP Whole Disk Encryption BootGuard Authentication

Products

• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• Endpoint Encryption
• File Share Encryption
• Gateway Email Encryption

Issue/Introduction

This article details some steps to use when you are unable to authenticate at the PGP BootGuard screen.

 

Resolution

Your computer boots up in a different way once you use PGP Whole Disk Encryption to protect the boot disk or a secondary fixed disk on your system. On power-up, the first thing you see is the PGP BootGuard log-in screen asking for your passphrase.

After authenticating with your passphrase, PGP WDE then decrypts the disk. If you enabled the Single Sign-On feature (that is, you synchronized your PGP WDE passphrase with your Windows Account logon), you are also logged on to Windows.

General Troubleshooting

 

1. Is the passphrase correct? To confirm you are typing the correct passphrase, press Tab to show your keystrokes before you begin typing.
   
   If you are using the Single Sign-On feature and changed your Windows password, you may need to use your old Windows password. This issue can occur if the Windows password is not synchronized with the PGP BootGuard. See the following two articles for more information:
   
   Windows Password does not synchronize when using the Single Sign-On feature
   
   New Windows password not synchronized with PGP WDE Single Sign-On
   
    
2. If there is more than one user, can other users authenticate using their passphrase?
3. Try using the Whole Disk Recovery Token (WDRT) for the user.
4. If available, use a PGP WDE admin key to authenticate at the PGP BootGuard screen.