Dell Encryption Removal Agent Unable to Decrypt OneDrive On-Demand Files
Summary: Due to the way Windows handles On-Demand files, the Dell Encryption (formerly Dell Data Protection | Encryption) Removal Agent is unable to decrypt these files.
Symptoms
Affected Products:
- Dell Encryption
- Dell Data Protection | Encryption
Affected Versions
- v11.0 and Earlier
Affected Operating Systems
- Windows 10
The Dell Encryption Removal Agent is unable to decrypt Files On-Demand and will be stuck in a loop attempting to decrypt the files after every reboot.
The Encryption Removal Agent status is in the state, All files could not be decrypted.
The error is logged in the file \ProgramData\Dell\Dell Data Protection\Encryption\cmgdecryptagent.txt:
SDE Decrypt Service - DecryptSweep_CheckDecryptFile(): EncryptDecryptFile("C:\Users\\OneDrive - Default Directory\Test @ Default Directory.url") failed, win32Err = 1920 [DEVICE]
Cause
Not Applicable
Resolution
There are two possible solutions to this issue, you can choose to Disable OneDrive and Allow the DecryptAgent to Complete or you can Request a CmgDecryptAgent v11.0.0. to Replace the Current Version. Click below on the two different solutions.
The work around this, Microsoft OneDrive must be temporarily disabled:
- Open Task Manager and go to the Startup Tab.
- Locate Microsoft OneDrive, right-click it, and disable the service.
- Delete the affected OneDrive On-Demand files.
- Reboot
After rebooting the endpoint, the Dell Encryption Removal Agent will attempt to decrypt the previous On-Demand files. Once the decryption sweep completes successfully, the Dell Encryption Removal Agent is removed on the following reboot.
Microsoft OneDrive can now be reenabled, and on-demand files should be readded.
Request the CmgDecryptAgent.exe (v11.0.0.12) from support. Reference the article below to contact support:
Dell Data Security International Support Phone Numbers
- To get the CmgDecryptAgent installed, follow the notes on how to uninstall the Dell Encryption Enterprise with the Removal Agent option that can be found at:
- To use the Dell Encryption Enterprise installer, see:
Once the new CmgDecryptAgent.exe is received, then perform the following steps on the affected machine:
- Stop the Dell Encryption Removal Agent service.
- Rename the existing CmgDecryptAgent.exe (C:\Program Files\DELL\Dell Data Protection\Encryption) to CmgDecryptAgent_old.exe.
- Move the new CmgDecryptAgent.exe to C:\Program Files\DELL\Dell Data Protection\Encryption.
- Restart the Dell Encryption Removal Agent service.
- Allow the CmgDecryptAgent sweep to run and inspect the: C:\ProgramData\Dell\Dell Data Protection\Encryption\CmgDecryptAgent.log for verification that the OneDrive files are decrypting.
To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
For additional insights and resources, join the Dell Security Community Forum.