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Symantec Encryption Desktop 10.3.2 MP13 - Black screen after logging in at the Boot Guard on a Lenovo 20FBCTO1WW laptop.

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Article ID: 163642

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Updated On:

Products

Symantec Products

Issue/Introduction

Installed Symantec Encryption Desktop 10.3.2 MP13 on a Lenovo 20FBCTO1WW.

After encrypting the drive and rebooting the computer, the user is presented with the Boot Guard screen.
After logging in at the Boot Guard the user is presented with a black screen with no cursor.

Environment

SED 10.3.2

Hardware details:
    1. Make and model: Lenovo 20FBCTO1WW
    2. OS: Windows 7 Pro, 6.1.7.7601 Service Pack 1 Build 7601
    3. BIOS Mode: UEFI.
    4. BIOS Version/Date: LENOVO N1FET43W (1.17), 8/2/2016
    5. Hard Drive: NVMe SAMSUNG MZSLW1T0 SCSI Disk Device - M.2 format

Cause

Suspected compatibility issues with the NVMe SAMSUNG MZSLW1T0 SCSI Disk Device - M.2 format drive.

 

Resolution

Had to decrypt the drive using the USB recovery option - HOWTO85018.

This has been referred to our Developers for a fix.