Upgraded Dell Data Protection Shield Fails to Reactivate

Summary: A Dell Data Protection shield may fail to reactivate when upgraded from a v8.13 and earlier.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

Affected Products:

  • Dell Data Protection | Enterprise Edition
  • Dell Data Protection | Personal Edition
  • Dell Data Protection | External Media Edition
  • Dell Data Protection | Server Encryption

Affected Operating Systems:

  • Windows

Failure to reactivate due to upgrades may be observed in the CMGShield.log (C:\ProgramData\Dell\Dell Data Protection\Encryption) with alternating versions:

... [06.21.17 14:31:58:075 ]>>>>>>>>>> Logging initiated for [SUPPORT] Credant Service of CREDANT Mobile Guardian (CMG) Shield (ver 8.13.0.13).
... [06.21.17 14:32:38:632 ]>>>>>>>>>> Logging initiated for Credential Manager of CREDANT Mobile Guardian (CMG) Shield (ver 8.5.0.6614).
... [06.21.17 15:58:12:084 ]>>>>>>>>>> Logging initiated for Credential Manager of CREDANT Mobile Guardian (CMG) Shield (ver 8.5.0.6614).
... [06.21.17 16:25:59:137 ]>>>>>>>>>> Logging initiated for [SUPPORT] Credant Service of CREDANT Mobile Guardian (CMG) Shield (ver 8.13.0.13).
...

Cause

Not Applicable

Resolution

If CMGShield.log has alternating versions, then two copies of CMGShieldNP.dll exist on the same computer, one in each path below:

C:\Program Files\Dell\Dell Data Protection\Encryption
C:\Windows\System32
Note: The locations are based on default installation locations. Custom installations may have different directory paths.

To resolve the issue, rename the file under C:\WIndows\System32 to CMGShieldNP_Old.dll and restart the computer.

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: 000124749
Article Type: Solution
Last Modified: 23 Jul 2024
Version:  10
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