Dell Data Protection Security Tools Installed Through The Dell Digital Delivery May Not Install Properly

Dell Data Protection Security Tools Installed Through The Dell Digital Delivery May Not Install Properly


Note: As of February 2018, Dell Data Protection | Security Tools has reached EOS and this article is no longer updated by Dell. For more information reference End of Life / End of Support Policy for Dell Data Security.

If Dell Data Protection | Security Tools is installed through the Dell Digital Delivery (DDD), it may not complete the install process or show that the software has been installed. This issue is mainly affecting the Dell Data Protection | Security Tools v8.2.1 version. An internal error with the DDD is stopping the Digital Persona package from properly installing.


Affected Products:

Dell Data Protection | Security Tools

Affected Versions:

8.2.1

Affected Platforms:

Windows 8 and 8.1


Note: Dell Data Protection | Security Tools v8.2.1 is the equivalent of Dell Data Protection | Security Tools v1.2.1 with Self Encrypting Drive (SED) enabled.

Here is an example the error messages from a Shield for Windows logs file that will denote a problem with the installation:

Line 2936: 2014.01.09 21:09:52 I Pba : activating PBA...
Line 2937: 2014.01.09 21:09:58 I Pba : database created - maximum users is 209
Line 2938: 2014.01.09 21:09:58 I Pba : management is waiting for key escrow
Line 2941: 2014.01.09 21:09:58 I Pba : recovery information has been successfully escrowed
Line 2944: 2014.01.09 21:09:58 E Pba : activation of PBA failed - no users

Root Cause:

Internal error cause by the Dell Digital Download.



To resolve this issue:

  • Re-install Digital Persona
  • De-activate the Pre-Boot Authentication (PBA) then re-activate

For support, US-based customers may contact Dell Data Security ProSupport at 877.459.7304, Option 1, Ext. 4310039, or via the Chat Portal. To contact support outside the US, reference ProSupport’s International Contact Numbers. For additional insights and resources, visit the Dell Security Community Forum.



Article ID: SLN288908

Last Date Modified: 09/14/2019 05:48 AM


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