Shield log error in Credant Mobile Guardian "Credant files are not valid" or in Dell Data Protection Encryption "Event Engine - Catalog validation failed!"

Affected Products:

• Dell Data Protection | Encryption
• Credant Mobile Guardian

Users do not have access to their encryption keys.

See an example of the error message from the Shield for Windows log file:

[08.13.13 10:17:33:593 ]>>>>>>>>>> Logging initiated for [SUPPORT] Credant Service of CREDANT Mobile Guardian Shield (ver 7.3.0.4694).
[08.13.13 10:17:38:453 DeviceEngine: 653] [SUPPORT] ValidateShieldBinaries()- Credant files are not valid

EMS queries the Shield for the user’s policy when a removable device is inserted. The Shield reports to EMS that it does not have any user information. EMS requires the user’s policy and encryption keys in order to prompt for device encryption. Since the user is considered unmanaged, EMS blocks all access to the device based on policy settings.

13.08.21 14:40:36.265 [I] The current CMG user [] is ' ', Solicited: Y, #Users: 0, Policy VStamp: 0, Policy Source: 1, RetrievalErr: 0x200001f5
13.08.21 14:40:36.265 [I] [Volume "E:\"] Device managed while logged out. All I/O Denied!
13.08.21 14:40:36.265 [I] [Volume "E:\"] Volume state set to: 'Unshielded: All IO Denied'.

Reinstall the Shield to ensure that all files and their registry settings are valid. A workaround is to run WSDeactivate.

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.

Log File Directories for Dell Encryption Enterprise / Dell Data Protection Enterprise Edition and Dell Data Security / Dell Data Protection Servers