Kstainton

Hi @Heterz, Thank you for letting us know, I suspect Bitlocker automatically encrypted your main HDD for the following reason as stated on one of their articles: "BitLocker automatic device encryption uses BitLocker drive encryption technology to automatically encrypt internal drives after the user completes the Out Of Box Experience (OOBE) on Modern Standby or HSTI-compliant hardware." Source: https://learn.microsoft.com/en-us/windows-hardware/design/device-experiences/oem-bitlocker Thank you. Kieran

Hi @Heterz, May I ask you to do the following for me just to confirm that BitLocker is indeed disabled on your machine: Open an Elevated Command Prompt Enter 'manage-bde -status' Send us a screenshot of the output please? If we confirm that BitLocker is in fact 100% decrypted, we will need to request additional logging (https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool) and support case to be submitted to your local ESET Support Office via the following link: https://www.eset.com/int/support/contact/ Thank you, Kieran

Hi @santoso, If you are following the steps that Nightowl has suggested with the KB they provided and are still running into issue, would you be able to Private Message me and I shall attempt to assist you with this. Thank you, Kieran

Hi @Harjeet Makkar, I would have to recommend the same process that Jay recommended to Max originally I am afraid, as each case can be different: Please contact ESET support for further assistance. Please include any details of how you performed the SQL backup & restore, so we have a clear understanding of what steps you have taken so far. Thanks, Kieran

Hi @razec06, Fantastic, I am glad this has cleared up your concerns. Thank you, Kieran

Hi @razec06, Upon deleting an EFDE Encrypted Workstation from the EP Console it does not delete the Recovery Data needed to generate a efderecovery.dat file. Therefore you can still use the following article: https://help.eset.com/efde/en-US/recovery_data.html using the Workstation ID to create the efderecovery.dat file. The Workstation ID is found at the bottom of the EFDE Pre-boot login screen. Please note: EFDE can only be decrypted using the ESET Recovery Media Creator and the efderecovery.dat or via a decryption policy sent from the EP Console. Thank you. Kieran.

Hi @Chelopher, Do you have a Case Number or Contact Name? I will get in touch with them to escalate this to the correct team to handle this case for you properly as we will need to investigate this with the Developers of the product. However, in regards to the issue you have just shown me. What happens if you change the BIOS Disk Mode / SATA Mode from RAID to AHCI, does this allow the disks to enumerate using the ESET Recovery Utility? If that option does not exist, or it is already set to AHCI, what happens if you setup the ESET Recovery Utility USB using the EFI USB option instead of the WIN RE option? Does it allow the disks to enumerate? Thank you, Kieran

Hi @Chelopher, May I request you report this issue to your local ESET Support Office via the following link: https://www.eset.com/int/support/contact/ Please include a copy of the following logs: https://support.eset.com/en/kb7894-eset-encryption-recovery-utility-diagnostics#SearchForMeta along with all the other details you have provided. This will require more investigation than we are able to provide over the forum. Also, please provide the version of ESET Full Disk Encryption that you use. Thank you, Kieran

Hi @Harjeet Makkar, Thank you for getting in touch, may I advise you to contact us via your local ESET Support Center (https://www.eset.com/int/support/contact/) and provide the following logs please: https://support.eset.com/en/kb7123-eset-endpoint-encryption-diagnostics-utility This will allow us to investigate this issue properly for you and provide a solution. Thank you, Kieran

Hi @Marc Jennings, Both EEE and EFDE support all Keyboard Layouts in this article: https://support.eset.com/en/kb7987-keyboard-layouts-supported-by-eset-endpoint-encryption-pre-boot-authentication-bootloader Thank you.

Thank you @NobelDwarf

Hi @RCD_Matt, I have one idea, I cannot be sure this will work as it is a Microsoft product and if it doesn't I will have to recommend you contact Microsoft to attempt to solve this as Bitlocker is not our product nor expertise. Now after researching this a little it is possible they are not able to decrypt this due to Bitlocker waiting for them to add Key Protectors, so it is basically in a suspended state. To solve this, go to Bitlocker Drive Encryption in Control Panel and simply turn it ON and go through all the steps to save the recovery keys etc. and attempt to decrypt it after they have done this. Thank you, Kieran

Hi @mae123, This is a common issue when the BIOS Disk Mode / SATA Mode is set to RAID rather than AHCI, please do the following: Change the BIOS Disk Mode / SATA Mode from RAID to AHCI Important: Change this mode back to its original state once decryption has completed. If the above fails please attempt the following: Attempt to decrypt using the EFI USB version of the ESET Recovery Utility: https://help.eset.com/efde/en-US/recovery_data.html instead of the WIN RE USB method that I assume is being used at this time, as it is the default instructed method to use on the KB. Thank you, Kieran

Amazing! Thank you for letting us know it is working for you Kieran

Hi @ADS82, Unfortunately neither EFDE or EEE support Windows ARM chips at this time, however, this is something we are looking to support with both products in future versions. As for Apple M1 chips, they have been tested and are completely supported. Apple M2 chips are the same architecture as the M1 chip, but we have not been able to test this yet. Upon speaking to the Development Team though they are confident so long as Rosetta is installed there should be no issue with support for the M2 chips. Thank you. Kieran

Hi @ADS82, Have to admit some of these are quite unusual questions relating to EEE and EFDE. Therefore, I think it may be easier for me to ask you what features your customer requires from an Encryption Product? This will help us recommend the right product for the customer whether that be EEE using the EEE Server OR EFDE using the ESET Protect Server. Thank you. Kieran

Amazing, thank you for your understanding @Yohan, its not exactly Lenovo's fault directly, its just there is nothing within the standard UEFI BIOS implementation that allows us to pick out what type of Keyboard Layout the BIOS is using in order to handle it within the EEE/EFDE login. Due to there being no way to detect this, we have to assume based on the majority which just so happens to be English (US layout), sometimes manufacturers will use something different, but a 99% of the machines released will use English (US Layout) as the BIOS Keyboard Layout as a standard. It just so happens the machines you have are using FR Layout in the BIOS, but switching in to US Layout solves this issue. Thank you, Kieran

Hi @Yohan, Thank you, so by the sounds of it the best option for you is to use: BIOS : US, EFDE : FR (default) = full FR layout Is that correct, as EFDE is then able to convert the BIOS layout which is "US" to "FR" as you require and output the correct keys? This is how EFDE to expected to work, reason for this is as follows: Unfortunately, there is no UEFI BIOS standard implementation that allows us to detect with Keyboard Language the BIOS is using, so with our products EEE and EFDE we have to assume that it is using English (US Layout) as this is what 99% of machines do in fact use. Due to this being the case we have come across cases whereby it causes the Keyboard Languages in the Pre-boot login screen to not match. In these cases we always suggest the customer use the BIOS Layout mode (Using F2) in the Pre-boot login screen as that should use what the machine is using in the UEFI BIOS or they can attempt to change the Language that the BIOS is using to English (US Layout) and then it will convert it correctly. With your own case it seems you were able to change the BIOS keyboard layout and allow it to function using the correct keyboard language within the EFDE login screen. I hope this helps. Thank you, Kieran

Hi @Yohan Quick Question, now that you have changed the BIOS to have its Keyboard Layout to "US". What happens if you change the Keyboard Layout in the EFDE/EEE Boot Screen to BIOS using F2. Does that allow them to enter the correct characters to login successfully? Thank you.

Hi @povas, We have a KB available that may help explain this to you: https://support.eset.com/en/kb7536-expired-eset-endpoint-encryption-license But don't worry your users will still be able to login and use their computers and access any encrypted data, it just won't allow you to encrypt any further data, but any current data can be decrypted, this goes for FDE and Folder/File Encryption etc. Thank you, Kieran

Hi @Zac French, This one will require more depth investigation by the Development Team for ESET Encryption, may you acquire the following logs for us and submit a ticket via https://www.eset.com/uk/about/contact/ Meta Data Search Logs: https://support.eset.com/en/kb7894-eset-encryption-recovery-utility-diagnostics#SearchForMeta Thank you, Kieran

Hi @Christian Stück, What happens if your colleague changes the Keyboard Layout in the EFDE/EEE Boot Screen to BIOS using F2. Does that allow them to enter the correct characters to login successfully? Thank you. Kieran

Hi @Christian Stück, Would it be possible that you would be able to uninstall ESET Full Disk Encryption OR ESET Endpoint Security and see if it resolves the issue, if not please uninstall the product you didn't uninstall the first time and check if the issue has been resolved again and report back to us? However a colleague found this forum post: https://support.mozilla.org/en-US/questions/1108612 which may help, you may need to simply reinstall Firefox. Thank you. Kieran

Hi @ReedReems, Thank you for your message. In that case I would be asking you the same question as I did to Benoit, what happens if when on the EEE/EFDE Pre-boot Login Screen you use the F2 key to change the Keyboard Map in the bottom right to BIOS and try again? I am interested to see if there is different behavior here to Benoits' report or if it is in fact the exact same issue. Thank you. Kieran

Hi @BenoitR, I am afraid is it not possible to default BIOS as their Bootloader Keyboard on deployment, but once a user has set it to BIOS and logged in once, it will continue to use it for every reboot unless changed to another Keyboard Map. Thank you. Kieran