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automatic repair loop when encrypting with efde


hari.senen
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we have a problem on efde.

one of our laptop use efde. when the efde start to encrypt the user feel the laptop became slow and try to restart (according to the console, this user encrypt the disk in less than 10% before restart). 

the problem came up. after pre boot authentication efde the laptop start to diagnose the windows and didn't succeed so back to pre boot authentication. after successfull in pre boot authentication the windows show automatic repair couldn't repair your pc and always show this when tried to restart

we tried to using recovery data (efderecovery.dat generated from console) but  it says no disk encrypted.

tried to fix mbr from usb bootable efderecovery.dat still get the same error..

using windows 10 iso as suggested but got access denied when using the bootrec /fixboot

fortunately the data already backup in external device. and decided to reinstall as the user really need to get back the laptop.

my question is,how is this happen ? is it possible because efde ?

what should we do when this situation happen again in another laptop ?

Edited by hari.senen
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  • ESET Staff

Hi @hari.senen,

You followed what we would suggest if you had submitted a case with us. If Windows has gone into Automatic Repair, you need to decrypt the Workstation in order to allow Windows access to the data and repair where required.

I am afraid I couldn't tell you why the machine had gone into Windows Automatic Repair, there are a few things that could cause this. I understand you have now reinstalled from a backup and we would no longer be able to collect any useful logs from the machine to provide you with more context.

I would have to advise you submit a ticket with us if this happens again: https://www.eset.com/int/support/contact/ as hopefully then we can shed more light on this for you.

Thank you,

Kieran

 

 

 

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5 minutes ago, Kstainton said:

Hi @hari.senen,

You followed what we would suggest if you had submitted a case with us. If Windows has gone into Automatic Repair, you need to decrypt the Workstation in order to allow Windows access to the data and repair where required.

I am afraid I couldn't tell you why the machine had gone into Windows Automatic Repair, there are a few things that could cause this. I understand you have now reinstalled from a backup and we would no longer be able to collect any useful logs from the machine to provide you with more context.

I would have to advise you submit a ticket with us if this happens again: https://www.eset.com/int/support/contact/ as hopefully then we can shed more light on this for you.

Thank you,

Kieran

 

 

 

yes we tried to decrypt using recovery data from console as suggested in https://help.eset.com/efde/en-US/recovery_data.html but the result is no disk encrypted that's why there's option fix mbr like this https://support.eset.com/en/kb7174-repair-the-full-disk-encryption-master-boot-record-using-the-recovery-tool from tools ESET Recovery Media Creator but didn't succeed.. tried to use hxxp://support.microsoft.com/en-us/kb/927392 but get access denied when use bootrec /fixboot command.

anyway when we encounter this issue again is there a way we get the log or just contact the support ?

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Just now, hari.senen said:

yes we tried to decrypt using recovery data from console as suggested in https://help.eset.com/efde/en-US/recovery_data.html but the result is no disk encrypted that's why there's option fix mbr like this https://support.eset.com/en/kb7174-repair-the-full-disk-encryption-master-boot-record-using-the-recovery-tool from tools ESET Recovery Media Creator but didn't succeed.. tried to use hxxp://support.microsoft.com/en-us/kb/927392 but get access denied when use bootrec /fixboot command.

anyway when we encounter this issue again is there a way we get the log or just contact the support ?

Hi,

You can acquire the required logs via the ESET Recovery USB in the following folder:

USB:\\efi\boot\logfiles\

Then submit a ticket via https://www.eset.com/int/support/contact/.

Thank you.

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20 minutes ago, Kstainton said:

Hi,

You can acquire the required logs via the ESET Recovery USB in the following folder:

USB:\\efi\boot\logfiles\

Then submit a ticket via https://www.eset.com/int/support/contact/.

Thank you.

thanks we'll check the flashdrive that we used before and send the logs if still exist in the flashdrive

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