Cached Credential Unlock Failure with the Error "No Logon Servers Available"

Summary: If a user attempts to log in at the Windows login screen with a domain account while they are disconnected from the network, then they may encounter an "No logon servers available" error message and cannot log in. ...

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Symptoms

Affected Products:

  • Dell Data Protection | Encryption

Affected Versions:

  • v8.0.0.5375 to 8.2.0.5761

Verify that the following entries are in the Shield logs.

[11.12.13 16:56:22:305 GeneralPurposeK: 271] GPK - Failure while unsealing data entropy [error = 0x80090016]
[11.22.13 07:57:48:556 GeneralPurposeK: 268] GPK - Failure while unsealing data [error = 0xd]

Cause

The failure to unlock the encryption key that is used to protect the cached credentials, is the cause of the issue that does not allow log in to the machine when disconnected from the network.

Resolution

Perform the following steps if after the upgrade the customer does not gain access to cached credentials:

  1. Download the Device Recovery Key bundle from the Server for an Enterprise (remotely managed) System or find the Recovery bundle using the backup location for a Personal Edition computer.
  2. Run recovery.exe and select the first option, which states you are unable to boot the computer.
  3. Reboot the computer once completed.
Note: Alternative, you can run LSARecovery.exe -p password -gpk and then copy the GPKRCVR.txt file to the root of the affected 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.

Additional Information

Log File Directories for Dell Encryption Enterprise and Dell Data Security Servers.

Affected Products

Dell Encryption
Article Properties
Article Number: 000125057
Article Type: Solution
Last Modified: 06 Dec 2023
Version:  8
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