File Share Encryption

Hi, I'm very interesting in Symantec products, i.e. PGP Endpoint Encryption Program,
but now I've problems with it. I've bought another SYMC DRIVE ENCRYPTION (see below) for another notebook. After activating SYMC DRIVE ENCRYPTION software and creation my passphrase and rebooting I can't enter to system. After input my passphrase, always use very simple form, SYMC DRIVE ENCRYPTION screen note me about "incorrect passphrase". Sure, my passphrase the same as I input and correct. Token (WDRT) never use.

Please, be so kind and help me with instructions from Symantec for resolving this case and using my notebook with my software.

In attachment please find screencopy of system answer after my notebook turning on and input my passphrase.

My system is Windows10 64bit, SYMC DRIVE ENCRYPTION is 10.3.2 MP13.

I am looking forward to hearing from you and Symantec Customer Support.

Kind Regards,

Dmitry Sharapov

Order #[Sensitive information redacted]

and #[Sensitive information redacted]

There are a couple issues that might be affecting you.  First, check what language your keyboard is set to.  It may not be set properly.

Secondly, what model is the system?  There may be an issue with the Shift key being recognized.  You might be able to try plugging in a USB keyboard to see if that works.

Thank you for answer, Mike.

First, my keyboard language is set to english. Keyboard language set properly, sure.

Secondly, system is Windows 10 64bit on ASUS GL502VS-FY028T 90NB0DD1-M00990 notebook.

Absolutely right, at first I've checked the Shift key recognition on plugging in a USB keyboard. No effect.

And input passphrase ("Show keystroke" mode on) on set up software screen, it's clear on the display.

My previous system is Windows 8 64bit on other notebook, and I use the same passphrase with Shift key recognition SYMC DRIVE ENCRYPTION 10.3.2 MP13 (Order #[Information redacted]).

Sure, I'll try again with another USB keyboard.

Thank you for help in resolving technical case number[Information redacted].

I'm waiting for instructions from you for resolving this case and using my system.

Mike, I try to plugging another USB keyboard and input my passphrase. But, that doesnt works. Again I input my passphrase and see "incorrect passphrase".

Thank you for help in resolving technical case number [Information redacted].

I'm waiting for instructions from you for resolving this case and using my system.

The trick with the secondary keyboard didn't work. No result.
I tested using "Show characters" at Bootguard, with and without secondary keyboard and the Shift key was recognized.
Ladies and gentlemen, could somebody advise me, please, how can I find my assigned technician on case [Information redacted]?
Mr.Technician assigned on case [Information redacted], help me in resolving my problems: to unlock and using my system and my software.
I need it very much.
Or maybe Symantec software releases "as is", without any support and without any issues?
May be Symantec Technical Support can’t or does his best to resolve technical case, or may ask the technician about recovery options of my system for me - so let not hesitate to say it.

Dear Dmitry,

Since you have a support case open, the forums will no longer be the best place for you to get support. We will no longer respond here, and you should call in on your case for further assistance.

You may want to try slaving the hard drive to the other machine that is working, and using that machine to decrypt. You may want to ask a Symantec Technician to walk you through the process.

Best of luck with the support case,

Phil