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ESET Endpoint Encryption failed to decrypt drive


datarecovery
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Hello Eset Team,

 

we have critical  problem with decrypting one of the workstations. None of suggested solutions works. Local support failed, so we are contacting international, maybe you guys will shed some light on this situation.

- workstation is managed by EEE Server, TPM is disabled

- on encrypted workstation ESET Endpoint Encryption is booting fine, after user / password input it goes further but Windows fails to start (Error: The boot selection failed because a required device is inaccessible). Obviously we can't use Windows repair functions or get into cmd prompt.

- we tried to decrypt disk with ESET Encryption Recovery Utility v1.0.44 but it shows error: Disk data does not show a valid file system so decryption cannot continue.

- We used all options to decrypt with bootable pendrive (with DLP file generated & admin credentials)

- Search disks for metadata  found 4 GPT Partition Entries  (which sizes correspond to real, decrypted disk structure)

-Entropy statistics shows that data must be there

 

 

Help & suggestions  would be appreciated.

regards,

David

 

 

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  • ESET Staff

Hi @datarecovery,

I am sorry to hear that your Local Support Centre wasn't able to assist you, may I ask who it was that you got in contact with in an attempt to resolve this issue, was it your Local ESET Supplier or Distributor? I would like to get in contact with them, so may you provide me their details. I'm afraid I cannot assist you with this issue on the forum as issues like this can be quite complex and I would likely need logs and more information from you in order to provide you with the correct resolution for your issue.

Thank you,

Kieran

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Hello Kieran, thank you for answer.

i'll check and let you know (we are helping our client). Can you point me where should i upload all necessary logs so you guys can try to handle this case?

 

regards,

David

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  • ESET Staff
On 6/17/2021 at 5:49 PM, datarecovery said:

Hello Kieran, thank you for answer.

i'll check and let you know (we are helping our client). Can you point me where should i upload all necessary logs so you guys can try to handle this case?

 

regards,

David

Hi David,

If you are able to check for me that would be lovely, it will allow us to see if there is anything we can do to work out why the communication broke down :) 

I would advise you to get in touch with your local ESET Support Centre here: https://www.eset.com/pl/support/contact-support

Thank you,

Kieran

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