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HP Pro desk 600 G1 sff may encounter issues during a reboot of systems encrypted with Symantec Encryption

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Article ID: 161666

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Updated On:

Products

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

Issue/Introduction

Symantec Endpoint Encryption (SEE) and Symantec Encryption Desktop (PGP) share drive encryption code and therefore have similar behavior on systems.
This article discusses two issues observed on this legacy hardware.

Resolution

This issue is currently under investigation with Engineering. As further information is obtained, this will be reflected here.


Scenario 1: Keyboard Issues - After a system has been encrypted with either SEE or PGP, the keyboard may not function properly at the preboot screen.

Some symptoms may include certain keystrokes are missing keys, or some special characters may not be entered properly or may appear the keyboard has "frozen".

1. Shutdown VS Reboot for Legacy BIOS Systems
If the system is configured as "Legacy BIOS" or "MBR", then this behavior may happen only during reboots.
Cold Boots, that is, a system has been shut down completely and is turned off, and then turned back on should not have this issue upon booting back up.

There are reports that upon entering the "Alt Gr" key on the keyboard, this causes the keyboard to no longer function.


2. Bootprop Parameter for AMI BIOS for UEFI Systems

UEFI systems can use a "Bootprop" mode for these HP AMI BIOS systems.  To see more information about this bootprop parameter, see the following articles:

161066 - Bootprop parameter for Symantec Endpoint Encryption (SEE)

164994 - Bootprop parameter for Symantec Encryption Desktop (PGP)


Once the bootprop parameter has been entered on these HP systems, the Alt Gr keys should work without any issues.
EPG-27640

3. Windows Updates for these affected systems using Bypass (PGP) or Autologon (SEE)
*If a system is then turned off completely, and turned back on, the Alt Gr Key should then work properly.  

*If you are performing a Windows update, and multiple reboots is necessary, consider using the "Bypass" functionality to be able to perform these updates successfully.
The process to use the bypass with PGP is as follows:

155207 - Symantec Encryption Desktop/PGP-How to Bypass PGP BootGuard

178697 - Symantec Endpoint Encryption/SEE-How to Bypass Preboot with Autologon

 

Scenario 2: Boot Loop Issues

While installing SEE 11 on a HP Pro desk 600 G1 sff, an issue has been found where the computer will reboot loop after installation.

Steps to recreate:

1. Change start up and recovery options under system failure, deselect automatically restart.

2. Install SEE 11 Management Agent x 64, restart.

3. Install SEE 11 Drive Encryption x 64, restart.

4. As the Windows logo is displayed, the computer will reboot loop.

 

Solution: This issue has not been observed using the latest versions of PGP or SEE software.  As of this writing, SEE 11.3 and above and PGP 10.4 and above work successfully on this system.