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Eset Full Disk Encryption - Problem entering password


Recovery

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Hello, we are experiencing a recurring issue on our third laptop. When we enter the password upon turning on the laptop, there is a delay of about 5 seconds before the characters appear on the screen. This is frustrating for the user as they have to wait before they can enter the password.

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  • ESET Staff

Hi @Recovery,

Can you clarify whether or not it is 5 seconds per character entered or is it 5 seconds before they are able to enter their password?

Are there any machines that are the same Make/Model that are not affected by this issue?

If you "Force Text Mode" using this tool: https://support.eset.com/en/kb7425-adjusting-the-eset-endpoint-encryption-graphical-pre-boot-fde-login-screen does this improve the situation?

Can you submit a ticket here: https://www.eset.com/int/support/contact/ for this issue with a video demonstrating it occurring along with the following ESET Encryption Diagnostic Logs: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool

Thank you,

Kieran

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  • ESET Staff

Hi @Recovery,

Are there any machines that are the same Make/Model that are not affected by this issue?

If you "Force Text Mode" using this tool: https://support.eset.com/en/kb7425-adjusting-the-eset-endpoint-encryption-graphical-pre-boot-fde-login-screen does this improve the situation?

Please can you submit a ticket here: https://www.eset.com/int/support/contact/ for this issue with the video that you have acquired demonstrating it occurring along with the following ESET Encryption Diagnostic Logs: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool

Thank you.

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  • ESET Staff

Hi @Recovery,

Thank you, please try the following:

Failing the above see both requests below:

Thank you.

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Just FYI, I have several new Dell computers in place that all display that SafeBIOS screen for about 5 seconds (I've never timed it) on boot. After that, it starts with the rotating dots when it begins to load Windows. We don't use EFDE. I may be wrong, but I think that delay is normal.

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Is this an issue only with the ESET and currently we only have this on three computers?  On other computers you can type immediately. 

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  • ESET Staff
18 hours ago, Kstainton said:

Hi @Recovery,

Thank you, please try the following:

Failing the above see both requests below:

Thank you.

If you are able take a look into my latest reply and provide the information as best as you can via a support ticket. As well as performing that quick "Force Text Mode" test to see if that makes any difference.

I cannot be sure if this is an issue that only occurs with EFDE but @LesRMed brings up a great point regarding SafeBios causing a delay in their experience. So that would beg the question, on these 3 specific Dell machines with EFDE installed, if you remove EFDE, do they experience any sort of delay mentioned.

Thank you.

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