Dell Encryption Uninstaller Fails with a Generic Error Due to active Pre-Boot Authentication
Summary: This article describes the failure of the Dell Encryption Uninstaller on endpoints with active Pre-Boot Authentication (PBA).
Symptoms
Affected Products:
- Dell Encryption Self-Encrypting Drive Manager
- Dell Full Disk Encryption
Affected Versions:
- v10.6 and Later
Affected Operating Systems:
- Windows
Cause
If you are attempting to uninstall Dell Encryption, using the Dell Encryption Uninstaller executable (C:\Program Files (x86)\Dell\Dell Data Protection\DataSecurityUninstaller.exe) on endpoints with active Pre-Boot Authentication, the uninstaller exits immediately with a generic error.
The DDPUninstall_Main.log in C:\ProgramData\Dell\Dell Data Protection\ does not show any additional information about the error.
2021-07-22 14:31:24,873 [3] INFO CommonLib.Log - Worker.UninstallApps: Beginning uninstall for Dell Encryption Management Agent - x64 v10.7.0.1
2021-07-22 14:31:24,873 [3] DEBUG CommonLib.Log - MSIPackage.InstallApplication: Starting install of Dell Encryption Management Agent - x64 v10.7.0.1 version with command line - C:\Windows\system32\msiexec.exe /x "{2D4F7762-D922-4F2C-85FB-07B0E17EA5F8}" /qn REBOOT=ReallySuppress /l*v "C:\ProgramData\dell\Dell Data Protection\DDP_ClientSecurityFramework_Uninstall_MSI.log"
2021-07-22 14:31:28,373 [3] INFO CommonLib.Log - MSIPackage.InstallApplication: Installation of Dell Encryption Management Agent - x64 v10.7.0.1 complete. Return code = 1603
2021-07-22 14:31:28,373 [3] ERROR CommonLib.Log - UnInstallation of Dell Encryption Management Agent - x64 v10.7.0.1 failed! Please contact your Administrator immediately for troubleshooting before continuing.
Checking the DDP_ClientSecurityFramework_Uninstall_MSI.log, it is possible to read the below error at the time of the uninstall attempt.
MSI (s) (C4:F4) [14:31:28:279]: Product: Dell Encryption Management Agent - x64 -- The PBA must be deactivated prior to uninstall. Retry this uninstallation after the PBA is deactivated.
The PBA must be deactivated prior to uninstall. Retry this uninstallation after the PBA is deactivated.Resolution
To run the Dell Encryption Uninstaller on an endpoint that is protected with Dell Full Disk Encryption or Dell Encryption Self-Encrypting Drive Manager, you must first deactivate Pre-Boot Authentication.
To deactivate Pre-Boot Authentication reference Dell Encryption Enterprise Advanced Installation Guide.