Blue Screen After Installing Microsoft Office Update with Dell Encryption Installed

Affected Products:

• Dell Encryption Enterprise
• Dell Encryption Personal
• Dell Data Protection | Enterprise Edition
• Dell Data Protection | Personal Edition

Affected Versions:

• v8.17.0 and Earlier

Customers who are running Dell Encryption Enterprise (formerly Dell Data Protection | Enterprise Edition) or Dell Encryption Personal (formerly Dell Data Protection | Personal Edition) v8.17.0 or earlier may experience a Blue Screen after installing the update for Microsoft Office, published May 29, 2019. The stop code that is associated with the Blue Screen is 0x000007e SYSTEM_THREAD_EXCEPTION_NOT_HANDLED references cmgffe.sys.

Not Applicable

To resolve this issue:

1. Contact Dell Data Security ProSupport to obtain a copy of the ISO image and updated cmgffe.sys driver. Dell Data Security ProSupport can be contacted at 877.459.7304, Ext. 4310039. To contact support outside the US, reference ProSupport’s International Contact Numbers.
2. Place your LSARecovery.exe (for Dell Encryption Personal) or downloaded key bundle using the cmgau utility (for Dell Encryption Enterprise) on the root of a USB drive. Also place the appropriate 32-bit or 64-bit version of the cmgffe.sys driver to match the bit version of the operating system we are recovering.
3. Boot to the recovery ISO and press F followed by Enter at the main menu to start the repair.
   
   • This renames the current [DRIVELETTER]:\windows\system32\cmgffe.sys to cmgffe.sys.old and copies the updated cmgffe.sys to [DRIVELETTER]:\windows\system32\.
     Note: [DRIVELETTER] = The drive letter where the operating system is installed.
     
     
4. The cmgau utility is launched, which allows you to load your LSARecovery.exe or key bundle so the registry hive can be unlocked.
5. Once you have received the message, your files are unlocked, click back onto the command prompt, and then press Enter to complete the repair.
   Note: Do not close the CMGAU utility.
   
   
6. Once it is completed, it loads back to the main menu, and you can press R to reboot.
7. Once logged back into Windows, update Dell Encryption to the latest version found at https://www.dell.com/support/.

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.