Dell Encryption managing a Self-Encrypting Drive experiencing Blue Screens when transitioning power states
Summary: When transitioning power states on an endpoint where Dell Encryption Enterprise (formerly Dell Data Protection | Encryption) is managing a Self-Encrypting drive my cause blue screens to occur. ...
Symptoms
- As of May 2022, Dell Endpoint Security Suite Enterprise has reached End of Maintenance. This article is no longer updated by Dell. For more information, reference Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.
- As of January 2019, Dell Endpoint Security Suite Pro has reached End of Service and this article is no longer updated by Dell. For more information, reference Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security.
- Reference Endpoint Security for additional information about current products.
Affected Products:
- Dell Encryption Enterprise
- Dell Encryption Personal
- Dell Endpoint Security Suite Enterprise
- Dell Data Protection | Enterprise Edition
- Dell Data Protection | Personal Edition
- Dell Endpoint Security Suite Pro
- Dell Data Protection | Security Tools
Affected Versions:
- v8.10.1 and Later
Affected Operating Systems:
- Windows
Cause
Not Applicable
Resolution
Dell Encryption Enterprise Self-Encrypting Drive management module leverages a driver to manage the user and device state during sleep transitions. In rare instances, during transitions from Sleep (S3) to Hibernate (S4) an issue may be introduced that forces a service termination upon the resume of the endpoint, this results in a blue screen on the device.
This was resolved in v8.16.0.
To work around this issue without upgrading, you can disable hibernation. For instructions on disabling hibernation, reference this Microsoft Knowledge Base article:
To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
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