When you do the following, the Whole Disk Recovery Token (WDRT) is missing:
The Administration log may contain the following, followed by an exception stack trace:
ERROR pgp/admin: com.pgp.bz.data.converter.ClientDeviceConverter.convertToDomainObject(ClientDeviceConverter.java:61): OClientDevice getWDRT() - IllegalStateException: More than one match returned by find
This issue can occur if Encryption Desktop clients are load balanced between Encryption Management Server cluster members using round robin load balancing. Symantec recommends not using round robin load balancing.
The issue can also occur if the Encryption Management Server hardware is under excessive load, particularly when disk random writes are slow.
This issue may be more likely to occur if clients are running Encryption Desktop prior to release 10.4.1.
Please contact Symantec Technical Support for assistance resolving this issue.