Kstainton

Amazing, good to hear @Andy Kida and @Mromeroq. Thank you for letting us know.

Hi @Mromeroq and @Andy Kida, Ideally I would like to see logs as requested above from an affected machine, just to confirm it is the same issue we saw previously. But I suspect the following should resolve your issue. Delete both: EFDEUpdateService.cfg EFDEUpdateService.log Under C:\ProgramData\ESET\ESET Full Disk Encryption\Updater Thank you, Kieran

Happy to help @jeifabdi

Hi @jeifabdi, I am assuming all this is hypothetical and merely so they can check it works. However, due to the fact they are hosting the DB on a remote host, rather than the local host this isn't something we are unable to provide instructions for. Specifically because every environment is different. This is due to the fact having the DB hosted remotely causes the EEE Server Backup functionality to fail as it is not supported, thus they cannot use the EEE Server restore method either. I can only strongly recommend they backup the aforementioned files and the DB and if they ever have issues whereby the EEE Server is damaged get in touch with us as it will require an ESET Encryption Specialist to restore. Unfortunately as this is not the official method to backup / restore the EEE Server this sort of restoration requires manual intervention. Which we would be more than willing to do if the customer ever encounters an issue. Thank you, Kieran

Hi @Mromeroq, Can you acquire the following logs for me: https://support.eset.com/en/kb3466-collect-logs-with-eset-log-collector-for-windows As well as zipping the following folder for us: C:\ProgramData\ESET\ESET Full Disk Encryption\Updater Once both of these have been obtained, can you submit a support ticket via https://www.eset.com/int/support/contact/ attaching these please. Thank you, Kieran

I see! No problem at all @jeifabdi. Have a great day.

Hi @mathisbilgi, Good news, I have spoken to the Development Team as I work directly with them and we are going to add Turkish Q (As requested as well as seemingly being the most common) and Turkish F to the next release of EFDE. It will be some time before that release, and I cannot provide any sort of estimated time of release, but at least you'll know it will be supported in future. Thank you, Kieran Stainton

Hi @jeifabdi, Unfortunately I cannot view your screenshot. However, the EEE Server In-Built Server Backup functionality does not support remotely hosted databases, which is why I assume you are running into issues, thus everything will need backing up manually if you wish to do so. I would recommend backing up the whole of C:\Program Files (x86)\ESET Endpoint Encryption Server\ and the Master-DB / Organization DBs on your other server that is hosting them. However, if you ever need to restore these you will need to get in touch with our team as this will require some manual work as this is not an officially supported method of backing up / restoring the EEE Server. This is why we strongly recommend that all customers use the EEE Server All-In-One to ensure that everything is installed locally to make this sort of management much easier. Although, I am currently handling your case via #00739031 so if you have any additional questions please feel free to ask them and I will be happy to answer them there. Thank you, Kieran

Hi @ammar akhtar, So long as you have the correct EFDE Recovery File (efderecovery.dat) from the ESET Protect Console you'll be able to Decrypt any FDE'd disk in any Computer in which it is installed. This is true whether it be Encrypted using the TPM or not. However, if not using the TPM and the FDE'd Boot Disk itself is not having any sort of faults. You should be able to boot into Windows OS, reconnect it to the ESET Protect Console using the ESET Management Agent and apply a 'Decryption' policy to do this also. So do not worry, unless the Disk has completely failed itself, EFDE can always be removed/decrypted. Thank you, Kieran

Hi @jeifabdi, Can you acquire the following log and send it to me via a Direct Message please: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool Thank you, Kieran Stainton

That would be appreciated, thank you @Protector

My colleague did find this: https://blog.zensoftware.co.uk/Knowledgebase/backupassist-classic/error-exclusive-lock-on-the-efi-system-partition/ which leads onto our own KB here: https://support.eset.com/en/kb6121-windows-backup-failing-error-message are you by any chance just removing EFDE, or are you removing ESET Smart Security too, if you have it installed? It would be useful to have a copy of the exact error you are receiving if at all possible? Thank you.

Backup Assist isn't software ESET provide. I am going to have a quick go at this on a system although it sounds like it is doing more than a simple File/Folder backup. Can I just confirm you are using EFDE? Also, I assume you are using "BackupAssist Classic"? However, I do find it strange that it cannot do anything with the EFI Partition, we only have files there and it is not an encrypted location. Thank you.

Hi @Protector, Any traditional backup (File/Folder) should work with EFDE. Could you provide some more information on the error you are getting when attempting to create a backup? Ultimately depending on the issue, this may require a ticket to be submitted via https://www.eset.com/int/support/contact/ Thank you.

Hi @Mromeroq, The Encryption Key is unique per EFDE Workstation. It is stored in an Encrypted location on the disk and is used to gain access to the workstation by using the users credentials to authenticate against. Thank you, Kieran

Hi @NobelDwarf, Yes it sounds exactly the same in that case, and we are still currently researching this with MS to see what can be done in future. But for now, 'Secured Core' will have to be disabled to function with EFDE / EEE. Thank you, Kieran

Hi @NobelDwarf, So when 'Secured Core' is disabled, does it function as expected? If so, then yes, it will be the same issue. Thank you.

Once you decrypt this machine and re-encrypt it with the policy you have shown, it should be take on the policy you have shown and thus be using "Automatically generate new recovery password" as enabled. I haven't seen an issue before whereby it is set before FDE and not automatically regenerated unless it hasn't been able to communicate with the ESET Protect Console. Thank you.

I suspect the policy applied to this machine didn't have the "Automatically generate new recovery password" set before FDE started (As this policy setting cannot be modified after FDE has started). Or it just hasn't been able to reach the EP Console to update the Recovery Password. Thank you.

Hi @NobelDwarf, I am afraid with this being the case, your only option is to follow this Online Help page https://help.eset.com/efde/en-US/recovery_data.html in order to decrypt. Thank you.

Hi @kelepe, Frustrating, sorry about that. May I ask you to do the following for me please: We need to up the logging to debug level and then acquire some logs for me so I can see if the Agent is communicating the Offline 'Activation' task and if it is erroring on the EFDE Client with higher debugging. To do this access the following path in the Registry: HKEY_LOCAL_MACHINE\SOFTWARE\ESET\ESET Full Disk Encryption\CurrentVersion\AIS\Logs\Loggers Change 'License' from "info" to "debug" Re-attempt the 'Activation' task using your Offline License and leave it time to process (EP Console should update if you it is sent or failed) and then acquire these logs: https://www.eset.com/int/support/log-collector/ Once you have these logs, can you submit a support case via the following: https://www.eset.com/int/support/contact/ as it seems this will need more attention by the Developers that I cannot provide over the forum I am afraid. Thank you, and sorry again.

Hi @eornate, There isn't anything as it stands right now, but this is a good point and something I shall discuss with the team to see if we can do something about this by having a "Status" area for the EEE Server Proxy etc. Thank you, Kieran

Hi @eornate, Can you restart the EEE Server Service via Service.msc and let us know if this issue continues? Thank you, Kieran

Hi @eornate, Can I just confirm if you are able to access all of the URLs in the following KB: https://support.eset.com/en/kb7429-eset-endpoint-encryption-internet-access Thank you, Kieran

Hi @JulienAllexandre, Here is some good documentation via Microsoft to get you started: https://learn.microsoft.com/en-us/windows/security/operating-system-security/data-protection/bitlocker/operations-guide?tabs=powershell#disable-bitlocker Seems like you should be able to write a simple PowerShell script and run it on all machines encrypted with Bitlocker. Thank you, Kieran Stainton