Endpoint Encryption

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  • 1.  Symantec Endpoint Encryption has discovered an unsupported storage controller

    Posted Jun 28, 2013 10:08 AM

    Please help with the error message in the title.  System is a Dell E6330, running Windows 7, Enterprise (64-bit).  Cannot boot Windows up due to this error.  Need an immediate work-around if possible.



  • 2.  RE: Symantec Endpoint Encryption has discovered an unsupported storage controller

    Posted Jun 28, 2013 12:31 PM

    As an immediate task, you'll want to log a case with Symantec as part of the steps recommended in the below Full Disk Recovery article:

    http://www.symantec.com/docs/TECH134766

    After the drive is recovered and working, I'd then recommend taking a look at the below articles on the "Unsupported Storage Controller" message (if you're lucky, you may be able to get this looked at by Symantec under the same support case):

    http://www.symantec.com/docs/TECH143961
    http://www.symantec.com/docs/TECH171395



  • 3.  RE: Symantec Endpoint Encryption has discovered an unsupported storage controller

    Posted Jun 28, 2013 03:59 PM

    Thank you, SMLatCST.  I will not have physical access to the machine until Monday, but I do know that a Hardware Configuration for this specific laptop model was already created within the install package and included the USB 2.0, USB Handoff, and IRQ Poll options.

    Once the machine is returned to me, I will run the recovery utilities but I'm not 100% certain that the drive finished encrypting before this happened. 

    As an additional note, the system was working fine until it was shutdown and attempted to turn back on.



  • 4.  RE: Symantec Endpoint Encryption has discovered an unsupported storage controller

    Posted Jul 01, 2013 03:45 AM

    That behaviour sounds consistent with the PBE use by SEE being unable to correctly interact with the hardware.  It would've been working prior to the reboot as Windows was still running and will have the right drivers.  It's usually best practice to give a laptop a reboot after the encryption has completed/partially started, in order to test the PBE Authentication.

    Have you tested with this particular model of laptop before?



  • 5.  RE: Symantec Endpoint Encryption has discovered an unsupported storage controller

    Posted Jul 01, 2013 10:21 AM

    We have not tested with this model because it's the only one like it in our structure.  We've tested with several other types of systems and some of the issues we've experienced are not consistent with exact same models anyway.  It's a crapshoot at best with this product.



  • 6.  RE: Symantec Endpoint Encryption has discovered an unsupported storage controller

    Posted Jul 01, 2013 10:23 AM

    Also, for what it's worth, our client install package is set to by-pass the pre-Windows boot environment.