File Share Encryption

Lenovo W7 W510 has PGP FDE and had been running fine since January.

Today, when I restarted the computer, I have a black screen with "bootguard" in upper left corner.  I did not get the option to enter the passphrase.

Have tried to restart the computer using the PGP recovery disk and had the same problem.  (I did not have a PGP recovery disk handy, so I downloaded the bootg.iso file from the PGP site and used Roxio Creater Business Edition to burn the CD.)

I don't have another computer that has FDE at the office.  Ironically, the only other computer that had the FDE software had blue screened about a week ago.  (The drive was wiped clean/reloaded without PGP.)

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Any ideas of additional steps I can try? 

Has there been any Windows updates lately that might have caused an incompatibility issue?  It's very strange that both computers with PGP FDE had problems within the same week.

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I did run diagnostics for disk issues:

Pass - Controller diagnostics

Pass - Read verification & speed test

Thanks!

I would recommend contacting PGP Technical Support at Symantec and asking them to give you download access to PGP Desktop 10.1.2 SP1.  This should address the problems that you are seeign with the "bootguard" error on Windows 7.

You will need to rencrypt the drive at some point as well. So the first thing to do before installing the service pack would be to decrypt the drive.  You can do so by taking the drive out and plugging it in to another machine with the same version of  PGP Desktop installed on there.

You can also try the recovery CD if all else fails:

http://www.symantec.com/docs/TECH152604
 

The 10.1.2 release does work fine to fix the issue causing this bootguard error. However, this problem has existed for some time, in that there are other causes for this "bootguard" error on startup besides the bug.

Also, there are very specific hardware models that are still having problems after the 10.1.2 update, with this "bootguard" error message.  However, we have linked their problem specifically to newer SSD drives that are failing and other ones that are not compatible with PGP Desktop.

I cannot help you with download access to the software, or support, without an active support contract. However, you can contact Customer Care at (800) 721-3934 and have them help you look up your support information and see whether you are supported or not. Or offer you options to be supported.

this issue still exists.  I have the SP for 10.1.2 installed and after buliding the laptop from a clone I get the Bootguard issue.  no way to use the recovery iso.  when I boot from the recovery iso it says internal error 0x00000080.  this has happened on three different Dell laptops all with SSD.  the Dell laptops are also three different models (only 1 with Sandybridge proc) and three different model SSD.  So I am under the impression that the patch does not fix this.

Help!!!!

What version and build number of PGP Desktop are you running? You can check by right-clicking on the PGP tray icon and selecting "About PGP Desktop".

This has been confirmed to be fixed since 10.1.2 Build 9. What type of SSD's are they? Do you have a make and model number by chance?  I would also like to know what model of Dell notebook you are using if that is possible.

I do have the same problem in Dell E6420 SSD model.

Details : Win 7 OS, PGP 10.1.2, SSD - Samsung 128 SATA.

Intialy it was working fine after i chaged the version from 9.x to 10.1.2 PGPWDE. But after a month am getting lots of machines with the same Bootguard error.

One of you message me. We did some new enhancements to our PGP WDE code for Windows in service pack 3. I wonder if these enhancements will help with this problem.

Send me a message and I'll get you access to PGP Desktop 10.1.2 SP3 for Windows through PDC.

I have the same hardware and was able to gain access from the recovery CD

Ben

I forgot I posted on this.  I thought the 10.1.2 sp2 fixed but to no avail.  I currently have a support case open but they were not 100% sure of reason.  is the 10.2 cumilitive (does it build on the 10.1.2 sp3).  I tried that on a laptop and have not had an issue "yet".  the problem sometimes occurs after a few weeks and have only had the 10.2 laptop out in production for week.

I am currently running 20 laptops wich I have 10.1.2 sp2 in a lab which I am running tasks for an hour and then rebooting over and over to try and break one to verify PGP and SSD is the culprit.  once I break one I am going to try same setup but with 10.2.  

Do you also have any whitepapers on the actual bootup process of PGP?  could also be that PGP is having an isue with the OS MBR since it has been moves.  would be helpful in troubleshooting.  I would hate to have to dump PGP WDE for our company as it has worked well up til now.

thanks

Darren

10.2 does include fixes included in the 10.1.2 service packs. We did find some issues with certain programs moving files around and this was causing problems with the MBR.  This was fixed in 10.1.2 Build 9 (GA) and then some more fixes were put into 10.1.2 Build 50 (SP3). PGP Desktop 10.2 includes those fixes. I have not received many reports from customers since they haev upgraded to 10.1.2 SP3 or 10.2 that the issues are still occuring.

One thing to watch out for, is third party disk defragementers. The only one that is officially supported with PGP products is the Windows Defragmenter. I have seen problems with Executive Software's Diskeeper product especially since it doesn't always respect system files in that they should be left intact. It also defragements the MFT, would could case an issue with PGP as well.

Hi,

I also happen to have Lenovo W7 W510 running PGP WDE. I encrypted my hd with it and now when im trying to boot all I get is bootguard text showing and computer rebooting.

I have tried using recovery disk v. 10.1.2 which gives me Internal error accessing disk 0x00000080.

I tried 10.2 recovery disc also but that says it cannot find PGPWDE Installation.

So I kinda ran out of ideas what to do. Is there anything I can try to still recover my computer. It does not have valuable data in it since it's a new computer so I don't mind if data is lost even.

Regards

Eero Kirjavainen

Hi,

I have read this post and I have the same problem. My Company now works with Dell e6420, E6220.. Fujitsu... but only i get the Bootguard screen in Dell E6420 and E6220.. I can fix with the commands but My company can´t be in this situation.

The version that we are using is 10.1.2 Build 26. I have read that SP2 can fix it, is it certain? Must I update the version PGP in the laptops?  We are starting with this models and we dont want more case like this.

P.D: All in Windows 7 64 bits

Thanks,

Regards

I am such a novice...I really am at a loss.  I got a message that the boot sector was bad in my Dell Inspiron 1545.  The external harddrive was also encrypted so I used another laptop to save the backup copy to a new ext HD and used that to recover my computer to a saved image.  When it tried to boot, I get bootguard with a blinking cursor in the upper left corner and it won't do anything else.  I have read the blogs and tried using the iso file, but I can't get beyond that screen.  I have version 10.0.3 build 1 PGP SDK 4.0.0.  When I call the Customer Care line, they find my company name, but no information about my product and I can't give them any further information because I can't get into my computer!

Please HELP!