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Systems unable to boot properly after Encrypting disk with Symantec Drive Encryption when BIOS set to RAID On

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Article ID: 162486

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Updated On:

Products

Drive Encryption

Issue/Introduction

Systems unable to boot properly after Encrypting disk with Symantec Drive Encryption when BIOS set to RAID On.

The following Systems have been reported as having this particular issue:

HP Z6 G4 Workstation
Dell Optiplex 9020
Dell Precision 6600
Dell Latitude 6430U
Dell Latitude E7270
Dell Latitude 7300
Dell Latitude 7400
Dell Latitude 7410 (BIOS version applicable, see notes in resolution section)
Dell Latitude E7450
Dell Latitude E6420
Dell Precision 7920

On Linux systems, upon booting a system, the following error appears:

Gave up waiting for root device.  Common problems:
 - Boot args (cat /proc/cmdline)
 - Check rootdelay= (did the system wait long enough?)
 - Check root= (did the system wait for the right device?)
  - Missing Modules (cat /proc/modules; ls /dev)
ALERT! /dev/disk/by-uuid/UUID-Here does not exist.
Dropping to a shell!

BusyBox v1.21.1 (Ubuntu 1:1.21.0-1ubuntu1) built-in shell (ash)
Enter 'help' for a list of built-in commands.

(initramfs)

 

 

On Windows systems, there may be a blinking cursor and the system will not be allowed to boot, but using a recovery CD, the system may boot up properly to Windows (without decrypting drive).

 

Cause

This issue is caused by some Dell systems as described as a result of having the "RAID On" feature being enabled.  The Symantec Drive Encryption product does not support this BIOS setting being set to RAID.  As these systems are not RAID systems, the BIOS setting is not applicable to the hardware.

 

Resolution

Ensure the latest Intel Rapid Storage drivers have been installed on the affected systems.

TIP: If you have a system with RAID, and you switch to AHCI, you may run into a Blue Screen.  Prior to switching to AHCI, it is a good idea to install the AHCI chipset drivers first, reboot the machine and then switch to AHCI in the BIOS.  At this point, you should have no issues with the system.

In addition to the above critical step, also set the SATA Operation to AHCI, instead of RAID On, and this should allow proper booting:

 

In the case of Dell Latitude 7400 systems, in addition to the Intel Rapid Storage Drivers and the AHCI configuration, it may be possible that some Dell systems may not have the correct driver pack.  In one case for Dell systems in the UK, the incorrect driver pack was installed on the system and needed to be changed.  Although this issue affects preboot, having disk driver issues can contribute to having these types of issues.

For HP systems using this configuration, like the Z6 G4, disabling RAID in the BIOS settings is necessary to properly boot a system. 

To do this, go to go into the BIOS, with the F10key, Go to Advanced, then under System Options, uncheck sSATA Controller RAID Mode:

For information on how to re-enroll Symantec Encryption Desktop on Linux, see article HOWTO83354.

Note: In some cases, switching to AHCI from RAID may require additional drivers be installed on the system before proper booting is possible.  As has been mentioned, ensure the Intel Rapid Storage drivers have been fully updated as this can affect the behavior in general and will ensure you're getting the most out of your systems.  In these scenarios where booting is not possible after switching due to additional drivers being needed, decrypting the drive should then be performed, then boot the system and update the drivers for AHCI and switch to ACHI to allow proper booting.  Encrypting the system should then be possible.
 

 

Note on Dell Latitude 7410 with BIOS version 1.4.1 prevents systems from booting beyond a black screen at startup.  Dell BIOS version 1.3.1 is successful, and any updates to BIOS version 1.5.1 do not resolve the issue.  This issue was observed only with Micron 2300 SSDs (Includes TCG Opal 2.0 + TCG Pyrite 2.0).  Replacing the drive with a Micron 2200 (TCG Opal 2.0) did not see this issue.

 

 

Keywords:
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Symantec Encryption desktop blank screen
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Additional Information

194755 - Systems fail to boot after installing Endpoint Encryption Removable Media Encryption with Virtualization-Based Security enabled (Device Guard\HVCI)

179265 - How to automatically upgrade Windows 10 systems encrypted with Symantec Endpoint Encryption 11

213890 - Deploy or Upgrade Windows 10 automatically using SCCM on systems encrypted with Symantec Endpoint Encryption

179262 - How to automatically upgrade Windows 10 systems encrypted with Symantec Encryption Desktop 10.4.2.x and 10.5.x

161041 - Windows PE Recovery Tools for Endpoint Encryption

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