Error downloading key material from the Key Server in Dell Data Protection Enterprise Edition

Summary: This article discusses Dell Data Protection | Enterprise Edition getting error downloading key material from the Key Server.

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

Affected Versions:

  • v7.0 to 8.0

You can attempt to download the key material from the Key Server using either the Administrative Download Utility CMGAd.exe, or the Shield uninstall program.

You then get an error saying:

The server encountered an error processing the request.
Download failed

Dell Encryption error
Figure 1: (English Only) Dell Encryption error

The device Server output.log shows an error like:

Server output.log
Figure 2: (English Only) Server output.log

Cause

Forensic Administrator access must be enabled for the Device Server and Key Server to distribute encryption keys.

Resolution

Manually edit the file context.properties in Device Server configuration folder (default location C:\Program Files\Dell\Enterprise Edition\Device Server\conf), this is shown in the figure below.

Set the service.forensic.enable=true

>service.forensic.enable=true
Figure 3: (English Only) service.forensic.enable=true

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: 000126040
Article Type: Solution
Last Modified: 03 Oct 2023
Version:  10
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