Windows Does Not Resume From Hibernation After Installing PGP Desktop on Certain HP Computers

Article:TECH176741  |  Created: 2011-12-12  |  Updated: 2012-01-20  |  Article URL http://www.symantec.com/docs/TECH176741
Article Type
Technical Solution


Subject

Issue



After a HP computer goes into Hibernation, Windows will not resume with PGP Desktop installed. When the PGP BootGuard is displayed and you enter your passphrase correctly, you are then prompted to log in to Windows, but the operating system fails to load. The system then freezes and is unresponsive. Switching users causes the same issue to occur.


Environment



HP computer running Windows 7 Professional 64-bit. However, this may also apply to other Windows operating systems.


Cause



This issue can occur on HP computers with HP Protect Tools installed. HP Protect Tools includes a hard disk encryption software that is incompatible with PGP Desktop.


Solution



This issue is resolved by removing the HP Protect Tools software or if possible disabling the disk encryption software that is part of HP Protect Tools.

 




Article URL http://www.symantec.com/docs/TECH176741


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