Encryption Desktop drive encryption machines fail to boot after upgrading

Products

• Drive Encryption
• Desktop Email Encryption
• File Share Encryption

Issue/Introduction

After upgrading Encryption Desktop drive encryption users, their machines become unbootable.

Environment

Symantec Encryption Desktop 10.5 and above.

Cause

The upgrade script included the msiexec switch that disables drive encryption and removes the PGPwded.sys drive encryption driver. For example:

msiexec /i PGPDesktop64_en-US.msi PGP_INSTALL_WDE=0

Resolution

When upgrading, the safest and easiest method is to run msiexec without any switches. This will retain the existing settings. For example:

msiexec /i PGPDesktop64_en-US.msi

For new installations, please see article 171110 for information about msiexec switches that can be used to completely disable certain features such as drive encryption and single sign-on.

The msiexec switches can also be used when upgrading but please be very cautious, especially when considering disabling drive encryption.