Unable to unlock screen with cached credentials.

Question

Dell Data Security Server 10.0Dell Encryption Enterprise Client 10.3.0 If laptop is on domain network or VPN, there is no issue. Once laptop is removed from the domain, it is unable to unlock the screen. Cached credentials can be used for initial login away from the domain.  However, once the screensaver lock kicks in, you can only unlock if on the domain network.  It does not matter if you are offline or connected to another network. For example: Laptop is in airplane mode with no network. Power on and login with cached domain credential. Let laptop sit until screensaver timeout lock kicks in. You are now unable to unlock the screen until you connect to the domain or force reboot.  This only started happening with the v10 client. If we use v8, there is no issue. We can unlock just fine away from the domain.   We can’t sign you with this credential because your domain isn’t available. Make sure your device is connected to your organization’s network and try again. If you previously signed in on this device with another credential, you can sign in with that credential.

Dell-StephenO · Answer

Hi jsfeni,

We are aware of some issues dealing with cached credentials. We have made some adjustments to our 10.4 release to help with this, to ensure the issue you're running into should be addressed could we get you to call in our support queue to open a ticket? Support can assist in generating a set of logs from a problem machine, review them, and confirm changes we're making will resolve the issue for you.

Philippe_VMD · Answer

Hi,

We have same issue here with Dell encryption 10.8.

We try with 10.9 but it doesn't resolve it.

The issue appear on many models of latitude (E5590, 5500, 5410).

All laptop runing on Windows 10 build 2004

When we uninstall Dell Encryption, the issue is solved.

I guess they are files to exclude on encryption But i don't know which ones

Does anyone have an idea?

Best Regards,

Philippe

Dell-StephenO · Answer

Hey @Philippe_VMD,

We've been attempting to reproduce this in house and today we were able to reproduce a workflow that produces this issue consistently. As of now we've found a work around to disable the Block Unmanaged Access to Domain Credentials policy. It's also possible that you can add your Domain UPN suffix to the Domain area settings in the Dell Security Administration Console.

Philippe_VMD · Answer

Hi Stephen,

Since i have added UPN suffix to the Domain area settings in the Dell Security Administration Console,

users can unlock screen with cached credentials.

the issue is solved,

thank you very much

Best Regards,

Philippe

Dell Data Security

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