File Share Encryption

I could use some help on how to proceed.  I have PGP WDE using version 10.3.2 on a Wndows 7 64-bit Lenovo laptop.  The c: drive is a Samsung 840 Pro SSD.

Problem description: The laptop was functioning fine, then I was pinged about pending updates.  I was performing updates (4 total) with the first being for an nVidia graphics driver update.  The first update was part way through and then my laptop froze and did not recover after several minutes - no activity whatsoever, no drive activity, no response to mouse, keyboard, trackball.  I reset the machine, was prompted for the bootgard passphrase, passphrase was accepted, Starting Windows is displayed, then a Windows Boot Manager screen with the following information:

File: \Windows\system32\DRIVERS\nvpciflt.sys

Status: 0xc0000098

Info: Windows failed to load because a critical system driver is missing, or corrupt.

Troubleshooting so far:

Using the Win7 recovery disk is no good - C: is recognized as unformatted.

I created an SDE 10.3.2 USB flash drive recovery disk and tried to boot from this, but it doesn't get very far.  After the Drive Encryption Recovery: Press any key to continue screen I get "No record found. Press any key to reboot."

This makes no sense.  How can the passphrase be accepted and Windows tries to start, but the PGP recovery disk can't find a record? 

I was thinking that the best approach would be to first decrypt the drive, then try to fix the boot issue, but right now I'm not able to make progress.  I would appreciate some suggested next steps.

Thank you.

The easiest option would probably be to slave the drive to another machine running Symantec Encryption Desktop, then try to decrypt.  If you don't have the resources to do that, you may want to try using the recovery ISO burned to disk rather than the USB recovery.  The USB recovery is for UEFI systems only.  If you are sure you are using UEFI, and it still fails to read the drive, you should open a case with support.  That sounds like it could be a potential defect.

Mike:

Thank you for replying.  We tried slaving to another machine running the same encryption software.  We did this via a SATA to USB converter.  Once the problem drive was plugged into the other machine, drivers were installed by the other machine and then we were prompted for the bootgard passphrase.  From there we were able to backout the changes that were preventing bootup - restored the problem drive to its last known good state.  The problem seems fixed now.

Glad to hear you were able to get it working without having to decrypt.  Usually anything that prevents startup is not easily fixed without a 'standard' MBR or UEFI boot sector (not modified by encryption).