Pre-boot Authentication displays "Undefined video mode number: ***"

Summary: When a monitor is connected to an endpoint through the display port, or the mini display port, directly, or through the E-port replicator, an error may occur at Pre-boot Authentication (PBA). ...

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Symptoms

Affected Products:

  • Dell Encryption
  • Dell Data Protection | Encryption
  • Dell Security Management Server
  • Dell Data Protection | Enterprise Edition
  • Dell Encryption Personal
  • Dell Data Protection | Personal Edition
  • Dell Data Protection | Security Tools v1.4.1 and Later

Affected Versions:

  • v8.4.1 and Later

When an external monitor is connected using either the display port or mini display port then the error Loading CredSED client PBA ….. Undefined video mode number: *** may occur at the PBA prompt.

Dell Data Protection | Encryption PBA video error message
Figure 1: (English Only) Dell Data Protection | Encryption PBA video error message

Note: The *** can be any three-digit number depending on the monitor and the connector.

Cause

Not Applicable

Resolution

To work around this issue use the HDMI port, D-sub or DVI port rather than the display port to connect the external monitor.

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.

Affected Products

Dell Encryption
Article Properties
Article Number: 000125056
Article Type: Solution
Last Modified: 16 Jan 2024
Version:  9
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