File Share Encryption

Hi,

Recently a client's laptop was upgraded from PGP Desktop Encryption 10.3.2MP11 to 10.3.2.MP13.  After the upgrade completed the laptop was rebooted and is now inaccessible.  The disk encryption password boot screen that normally prompts for the disk password just flashes on the screen for an instant and then displays no operating system found, there is no chance to enter a password.  Booting from the PGP recovery CD was also unsuccessful, it would not even prompt for a password.

The disk was connected to another PGP encrypted laptop (that has already upgraded successfully to MP13), it is showing as un-encrypted but instrumented.  Attempting to run pgpwde commands on the disk were unsuccessful (disk 1 is the problem disk):

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --enum
Total number of installed fixed/removable storage
device (excluding floppy and CDROM): 2
Managed disks:
  Disk Group 4565e1f7-0c0c-291-1e26-59020997a680:
    Disk 0 has 1 online volumes:
      volume C:\ is on partition 2 with offset 112640
Unmanaged disks:
  Disk 1 has 0 online volumes:
Request sent to Enumerate disks was successful

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --status --disk 1
Disk 1 is instrumented by bootguard.
  Current key is valid.
Drive encrypted
  Total sectors: 500113408 highwatermark: 500113406 reserved start sectors: 2
  Authentication needed to decode disk session key.
Request sent to Disk status was successful 

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --auth --disk 1 -p "<wdeadminpass>"
Operation authenticate disk failed:
Error code -11973: resources unavailable

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --list-user --disk 1
No users found!
Request sent to List users on disk was successful 

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --recover --disk 1 -p "<wdeadminpass>"
Disk is instrumented but no user is detected.
Please try the --uninstrument command instead
Recovery failed!
Operation recover disk failed:
Error code -11984: item not found

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --uninstrument --disk 1 -p "<wdeadminpass>"
Uninstrument Error
Operation uninstrument disk failed:
Error code -11980: unknown error

What can be done to get this disk decrypted?

Thanks

We have seen this behavior, but with MP12 version. The users' records are not found, so why you cannot decrypt it. Please check this command:
pgpwde --recover-disk -d 1 -u <username> -p <passphrase>

in the output you should see something like this:
Misaligned user record file detected
...

Then rerun "pgpwde --list-user --disk 1". You should see the users records and now you would be able to decrypt it (run "--decrypt", not "--uninstrument")