Computers with a Self-Encrypted Drive and Activated PBA Display a Black Screen Before Log In

Affected Products:

• Dell Data Protection | Self-Encrypted Drives

Affected Versions:

• v8.4 and Earlier

Not Applicable

There are two solutions for the issue:

1. Install the Intel Rapid Storage Driver:
   1. Go to www.dell.com\support.
   2. Enter the service tag number from your Dell computer.
   3. Select Get drivers and downloads.
   4. Select the correct operating system from the Operating System drop-down box.
   5. Expand Serial ATA.
   6. Download and install the Intel Rapid Storage Technology Driver and Management Console.
2. Disable hybrid sleep on the computer:
   1. Launch the Control Panel and go to Power Options.
   2. Select Change plan settings for the active power plan.
   3. In the Edit Plan Setting panel, select Change advanced power setting.
   4. In the Power Options window, expand the Sleep options.
   5. Expand Allow hybrid sleep and confirm that Hybrid Sleep is turned Off for On battery and Plugged in operations.

This issue was corrected in v8.5 and later. If user still sees the issue after that the user should engage support.

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.