SEE has discovered an unsupported storage controller

Article:TECH143961  |  Created: 2010-11-11  |  Updated: 2012-11-30  |  Article URL http://www.symantec.com/docs/TECH143961
Article Type
Technical Solution


Issue



You've installed SEE Full Disk Encryption and registered a user.  You reboot and machine comes back with an unsupported storage controller error.


Error



 "SEE has discovered an unsupported storage controller, contact SEE Tech Support.”


Environment



 

 

Solution



If you are running any version of Guardian Edge or Symantec Endpoint Encryption prior to 8.2, you  should get a client test install of the latest SEE release and test with this newest version.

If this does not resolve the unsupported controller error,  then create a custom hardware configuration with the latest version of SEE.  Include the following options:

  • USB 2.0
  • IRQ Poll
  • USB Handoff
  • Module Load

Instructions can be found here: http://www.symantec.com/docs/TECH166652

If this doesn't work then you will need to collect the following information for engineering.

  • MSINFO32 or systeminfo reports.
  • PCI Bus info

To get the msinfo32 report have the customer perform the following:

  • Click Start -> Run.
  • Enter MSINFO32
  • Click File -> Save
  • Select a location and filename making sure to keep the .NFO format (default).

To get the PCI Bus info have the customer perform the following:

  • Download the Ubuntu boot CD (http://www.ubuntu.com/download/ubuntu/download) as an ISO file and burn it to CD/DVD. Then:
    • Boot problem machine with Ubuntu Boot CD
    • Select the option to test Ubuntu, rather than actually install it
    • Once in the Ubuntu Desktop, select ‘Applications’ icon form the left-hand-side
    • Search for ‘Terminal’ and double-click to open up the Terminal application (windows command prompt equivalent)
    • Enter: lspci  -vn >  pci.txt  command to output pci bus info to a txt file
    • Plug in a usb stick/drive
    • Select ‘Files and Folders’ icon from the left-hand-side
    • Select ‘My Documents’, then ‘File System’ from the left hand side.
    • Select ‘Home’, then ‘Ubuntu’.
    • There you’ll find your pci.txt file there. Copy it to usb drive.

 




Article URL http://www.symantec.com/docs/TECH143961


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