Thanks for your help in advance,
Solved! Go to Solution.
Dell support finally got to level 3 or 4 they and used a program (LockSmith) that unlocked the files. The laptop will have to be re-partitioned, reformatted, and windows re-installed to make the laptop right. It functions but has error messages at boot-up and doing other functions but not terribly annoying since the files were able to be retrieved without encryption.
Thank you for this post. I have been searching in vain for 5 days for a solution - phone calls, twitter rants and tech chat lines with no assistance. There is zero assistance in Australia if you have a problem with Dell computers - not 1 single authorised repairer for the whole country. At least now I have a precedent.
I have the same issue after uninstalling the Dell Protection programs but fortunately did a backup just before uninstalling. I can only access word, excel etc files from the backup (not form my hard drive) which are up to date but unfortunately emails weren't. Trying to get some sort of response out of Dell on how to fix but have found the same as you - virtually no support here in Australia.
I'm actually sorry to hear your problems (unlike Dell's disingenuous 'support' people) and I feel your pain. Lost 2 months of my PhD (and my due date is this December) thanks to Dell's Data Protection rubbish programme. They flatly refused to help. And sadly they will not help you either. They don't care. My only suggestion is to do what I have done - file a complaint with the Office of Fair Trading in your respective state. They believe I have a case and are pursuing with Dell. If I find that Dell has breached my consumer rights I'm suing their arses and getting every media outlet known to man involved.
If you can't access your files from your hard drive, I'm wondering if you have a similar problem to me where your backup has created a lock around the current data. If this is the case, as I understand it, you will not be able to access files in your hard drive again. Only the backed up files. Basically, what DDP does is, create a lock around your data that can only be accessed by the DPP programme. If you uninstall then reinstall DPP on your computer it will create a new, different locking system to the original – and the two locking systems do not recognise each other. So your data is eternally trapped - and Dell will not help you to unlock it either. Don't waste your time talking to them. It only frustrates and enrages you. Contact consumer affairs and let them help you, based on your rights as a consumer.
I kept up with Dell support and they fixed the problem per my above post. They were very helpful and actually contacted me if they hadn't heard from me in a few days. They unlocked the files for 24 hours and we got everything backed up and copied to a server. I reformatted the laptop and it works great. Don't use DDP unless you know what you are getting into and follow the instructions properly. It certainly protects your files!!!!!
Maybe you are lucky being in the States (?) and having support, but I tried for weeks with lots of Dell people on phone lines, chat lines, twitter accounts etc. Believe me, I wouldn't throw away 2 months of PhD lightly!!!!!! My final blow was a technician in the Sydney office who said they couldn't help me because it was a data issue, and they don't deal with individual's data - even though it was their programme that encrypted my data. TRUST ME. I did not want DPP installed on my computer. I did not ask Dell to install it on my computer. It came already installed. So there was no choice.
That's pathetic! I usually have good luck, maybe it is being in Texas??? I totally understand and was being a bit sarcastic about the protection thing. Helped my sister through her PhD work and I know what you go through. Hope you can find some help, congratulations on the PhD! that's a big life accomplishment.
Thanks. I actually probably won't finish the PhD now. Although it was only 2 months work (in the grand scheme of things) the thesis took a last minute re-direction, and the 2 months work consisted of taking apart and reconstructing a methodology, that I just can't remember how to do again. It was a complex process, and the added grief suffered at losing it all has caused some strange memory issues that I am now trying to overcome/regain through a psychologist. Thanks again Dell for ruining my life!