File Share Encryption

Machine: Dell Precision 5510 (NVMe SSD) running Windows 7 Professional using a Plugable docking station

Encryption: Symantec Encryption Desktop 10.4.1

Problem: When the SSO user changes their password, the new password does not sync with the Symantec software. Once the machine restarts, the Symantec boot screen appears.  The only way the system will continue the boot process is if the old password is used.

The C drive is fully encrypted by Symantec Encryption Desktop 10.4.1.  No issues occurred during the encryption process.  There is only one user configured for SSO.  When the user changes their password using CTRL-ALT-Delete, the password is changed successfully.  However, the password is not synchronized with the Symantec software, resulting in the old password being required to boot the machine.

Troubleshooting steps that have been tried:

1)Multiple log ons/restarts/shutdowns after the password change

2)Granting 'Authenticated Users' modfiy rights to the C:\Program Files\PGP Corporation directory and all of the directory contents.

3)Moving the 'PGPpwflt' network provider above the other third party network providers for the LAN connection.

4)Decrypt the entire drive and re-encrypt it

All available Dell updates have been installed on the laptop.

What do I need to do to get SSO to work correctly with this laptop?

What kind of account are we talking about here?  There's an article regarding Microsoft accounts (http://www.symantec.com/docs/TECH216805) that might be applicable.

For local Windows or AD accounts, a log off and log on would normally sort the issue.  After which, I'd typically recommend forcing a re-enroll (http://www.symantec.com/docs/HOWTO42029).

Thank you for the reply.  The account is a local Windows administrator one.

You have done a fair amount of troubleshooting, and further troubleshooting should be done within a Symantec Support Case.

Please give us a call at 1-800-721-3934 and choose the tech support option to create a support case.