Endpoint Encryption

I has a problem with my Windows 7 disk encrypted with PGP WDE in the booteable sector MBR (it was rebuilt) the disk is not booteable now PGP don't allow insert the pgp passphrase.

I tried the following options to recovery my data without success:

1) Reset the computer with the PGP Recovery disk.

    Result:

        - The software can't found the PGP WDE installation and an error is showed.

2) Connect the disk via USB to other computer.

     Result:

         - When the disk was plugged a message of Windows 7 indicate that it need be formatted (obviously i select the No option).

         - When i use the "pgpwde --enum" comman line option only the current boot disk is detected (disk0) but my external disk is not listed.

         -  If i try decryp with pgpwde my disk1 an error is showd because the disk is no recognized by PGPWDE.

I dont know if exist a way of recover my data in this situation. Do you know that a have any other option?

Thanks

Please provide us the detail information about the disk (model number, manufacturer etc), PGP software version.

Is it a laptop? If yes, can you also provide us the detail information about that too?

Disk Manufacturer: Hitachi

Disk Model: Z7K500-500

PGP Desktop Version: 10.3.0

Is Laptop?: yes

Laptop Manufacturer: Lenovo

Laptop Model: T430

Laptop OS: Windows 7 Professional

Please let me know if other information is required.

Thanks

Hello,

If the recovery disk and slaving the hard doesn't work for decryption then try the Recover disk command.

Recover a disk - Allows a user to recover a disk when a MBR with BootGuard instrumentation is unaccessible.
pgpwde --recover --passphrase "password" --disk 0

When you use the recover command there is a PGPwde file on the hard drive that will rewrite over the PGPwde01 file which stores the Bootguard information.

This file is a backup of the original PGPwde01 file.

If this doesn't help recover the hard drive then try a WinPE disk to access your data.

WinPE

http://www.symantec.com/business/support/index?page=content&id=TECH200751

Thanks

Anthony

Disk Manufacturer: Hitachi

Disk Model: Z7k500-500

PGP Desktop Version: 10.3.0

Is a laptop?: yes

Laptop Manifacturer: Lenovo

Laptop Model: T430

OS: Windows 7 Professional

Is other data is requiered please not doub in ask me.

Thanks

Thanks Anthony,

In my case failure disk is the slave (it is the master disk of other computer i plug it as slave in a second computer with pgp too). My question is the recover command works if the disk is not listed by the enum command?

pgpwde --enum command only list the master disk (disk 0).

Thanks

--enum only checks to see if the disk is instrumented with Bootguard.  If Bootguard is damaged, --recover will try to search the disk for a backup Bootguard.  So yes, --recover can be tried if the --enum does not list the drive as encrypted.

Thanks Mike,

I tried with the "--recover" parameter and this error was showed:

"Disk 1 is not found.
Operation recover disk failed:
Error code -11984: item not found"

I supouse that the disk is "1" because "0" is my current boot disk and i don't have any other storage device connected to my computer. Should i try with 2, 3, ...?

Your disk specification is saying that it is a self-encrypting disk. Here is the link:

http://www.hgst.com/hard-drives/mobile-drives/7mm-thin-and-light-drives/travelstar-z7k500

Perhaps this is the reason behind the issue. I am not quite sure whether we support self-encrypting disk. May be my colleagues can give some more information about that.

When you slave this disk to another machine, can you please check whether you can see this disk from disk management tool? 

If you have taken the backup of the data before encrpyting the disk, perhaps a factory level formatting of the disk may help and you can try to encrypt the disk again with the latest version of Symantec Encryption Desktop i.e., 10.3.2.

Thanks

It is the configuration showed by the Disk management Tool to this disk

.
E:    Simple    Basico            Healthy    465,76GB  465,76GB    100%        No            0%

Regards      

So the disk is recognized by the Windows but not by PGPWDE Tool. Please verify whether it is a GPT or MBR disk. You can run diskutility from Windows Command Prompt to verify that.

C:\>diskpart

Diskpart> list disk

Please also check the disk sector size by running the following command:

fsutil fsinfo ntfsinfo e: (The disk you want to check for the sector size).

Please post the output of the above command in the thread.