Upgrade of Windows 8 to Windows 8.1 failed on encrypted disk

Products

• Desktop Email Encryption
• Drive Encryption

Issue/Introduction

When using Symantec Encryption Desktop (formerly PGP Desktop) on the computer with Windows 8 system, you are unable to upgrade the operating system to Windows 8.1 if your hard drive is encrypted. The issue may be observed when you are trying to update the system using installation media or Windows Store.

Windows Upgrade failed with error 0x80070020 or 0xc1900101 - 0x20017

Cause

Directly upgrading to Microsoft Windows 8.1 from the Windows Store.

Resolution

Symantec Corporation is committed to product quality and satisfied customers.  This issue is currently being considered by Symantec Corporation to be addressed in a forthcoming version or Maintenance Pack of the product.  Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

To work around this issue, perform the following instructions:

1. Back up all your keys and keyrings.
2. If you have encrypted your internal disks with Symantec Drive Encryption, decrypt your disk.
3. Uninstall Symantec Encryption Desktop.
4. Upgrade your operating system from Windows 8 to Windows 8.1 using installation media or Windows Store.
5. Identify the version of Symantec Encryption Desktop supported on your current version of operating system.
   
   Note: Symantec Encryption Desktop 10.3.1 is compatible with Windows 8 Enterprise and Windows 8 Pro or earlier systems. Only Symantec Encryption Desktop 10.3.2 is compatible with Windows 8.1.
    
6. Install the supported version of Symantec Encryption Desktop.
7. Import your keys/keyring and, if necessary, encrypt your disk.

Applies To

Microsoft Windows 8

Symantec Encryption Desktop 10.3.1