File Share Encryption

Good afternoon,

I have a problem right now, I'll describe it to see if anyone can help because I don't want to lose the user's data.

Everything started with the PGP gray screen not showing and going to a black screen saying Initilation Loader and stays there forever, I asked the user for the password and she gave it to me but this didn't work, I don't know any other password (such as admin passphrase). I load the computer using a PGP Bootable disk and I'm working with the command prompt. But every single command that I try to use, ask for the user passphrase. All I have is the Local Self Recovery questions and answers, I can do a --recovery-verify and they work fine, but I don't know how to change the user's password using the LSR by command prompt.

Please help, I'm getting fustrated because at every try I find an error and I don't want to lose the user's data.

There's not solution to this??

You posted in the wrong forum.

Encryption forum is located here:

https://www.symantec.com/connect/security/forums/endpoint-encryption-0

I've moved it for you.

You must have some form of working authentication to access an encrypted disk, there is no way around that.

If you have the LSR details, and they're not alloweing you to boot the machine with them, you may still be able to slave the drive and access the data on it via another machine with SED installed.

Whereas the below article suggests just selecting the "Adavanced" option from the ISO should cause it to check Bootgaurd for you, and repair any errors::

http://www.symantec.com/docs/TECH149679

Thank you for the response,

The problems are that the initial screen where the user put the password is not loading and doesn't give the oportunity to enter any password, besides that the passwords that the user told me don't work, and the only chance that I have is use the LSR which I know the answers.

However, I'll try with the options of the link you mentioned, and I'll post the result,

Thanks 

Hi

The option for the Symantec Recovery Disk didn't work. When I tried to load the ISO for the correct version, it shows the following message:

"Could not recognize PGPWDE installation on the disk, unable to continue"

Please what else could I do, there's no other way to reset the user's passphrase with LSR by command prompt?

Thanks

From the looks for it, when others have encountered tis problem in the past with the recovery image, they were able to resolve it by using the UEFI bootable image as opposed to the BIOS one.  Please see below:

https://www.symantec.com/connect/forums/pgp-recovery-disk-usb-stick-bootable#comment-10311191

Might this be applicable to you?

No, Unfotunately no, it didn't work, I tried to boot but says doesn't find the disk. But the disk is there and when I try to boot I get the same error...

Any luck slaving the drive?

Thank you for the response.