Dell Encryption Removal Agent Unable to Decrypt OneDrive On-Demand Files

Summary: Due to the way Windows handles On-Demand files, the Dell Encryption (formerly Dell Data Protection | Encryption) Removal Agent is unable to decrypt these files.

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 Encryption
  • Dell Data Protection | Encryption

Affected Versions

  • v11.0 and Earlier

Affected Operating Systems

  • Windows 10

The Dell Encryption Removal Agent is unable to decrypt Files On-Demand and will be stuck in a loop attempting to decrypt the files after every reboot.

The Encryption Removal Agent status is in the state, All files could not be decrypted.

Dell Encryption Removal Agent Running

The error is logged in the file \ProgramData\Dell\Dell Data Protection\Encryption\cmgdecryptagent.txt:

SDE Decrypt Service - DecryptSweep_CheckDecryptFile(): EncryptDecryptFile("C:\Users\\OneDrive - Default Directory\Test @ Default Directory.url") failed, win32Err = 1920 [DEVICE]

Cause

Not Applicable

Resolution

There are two possible solutions to this issue, you can choose to Disable OneDrive and Allow the DecryptAgent to Complete or you can Request a CmgDecryptAgent v11.0.0. to Replace the Current Version. Click below on the two different solutions.

The work around this, Microsoft OneDrive must be temporarily disabled:

  1. Open Task Manager and go to the Startup Tab.
  2. Locate Microsoft OneDrive, right-click it, and disable the service.
    Disable Microsoft OneDrive
  3. Delete the affected OneDrive On-Demand files.
  4. Reboot

After rebooting the endpoint, the Dell Encryption Removal Agent will attempt to decrypt the previous On-Demand files. Once the decryption sweep completes successfully, the Dell Encryption Removal Agent is removed on the following reboot.

Dell Encryption Removal Agent Disable

Microsoft OneDrive can now be reenabled, and on-demand files should be readded.

Request the CmgDecryptAgent.exe (v11.0.0.12) from support. Reference the article below to contact support:

Dell Data Security International Support Phone Numbers

Note:

Once the new CmgDecryptAgent.exe is received, then perform the following steps on the affected machine:

  1. Stop the Dell Encryption Removal Agent service.
  2. Rename the existing CmgDecryptAgent.exe (C:\Program Files\DELL\Dell Data Protection\Encryption) to CmgDecryptAgent_old.exe.
  3. Move the new CmgDecryptAgent.exe to C:\Program Files\DELL\Dell Data Protection\Encryption.
  4. Restart the Dell Encryption Removal Agent service.
  5. Allow the CmgDecryptAgent sweep to run and inspect the: C:\ProgramData\Dell\Dell Data Protection\Encryption\CmgDecryptAgent.log for verification that the OneDrive files are decrypting.
Note: If there are multiple users on the machine with OneDrive files, each user must log in to the machine to provide access to their specific OneDrive files for decryption by the CmgDecryptAgent.

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: 000126530
Article Type: Solution
Last Modified: 02 Jul 2024
Version:  15
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