EMSServiceHelper.exe does not automatically launch

Affected Products:

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

This issue may occur when the EMSServiceHelper.exe does not load properly on an encrypted endpoint or C:\Windows\System32\EmsServicehelper.exe does not exist after an upgrade.

The issue has been resolved in 8.7.

To work around this issue, uninstall the External Media Edition application.

1. Uninstall Dell Data Protection | Encryption (through Add/Remove or Programs and Features if available) if you installed Dell Data Protection | Encryption using a script that you must uninstall it using the same install media as the version installed.

• To uninstall External Media Edition
  • Run a command line similar to the following: DDPE_XXbit_setup.exe /s /x /v"/qn /l c:\ddpe_uninstall.log"

2. Reinstall the External Media Edition application.

1. Go to the EMSServiceHelper.exe found at C:\Windows\system32\EMSServiceHelper.exe.
   1. Right-click the file and choose:
      1.  Properties
      2. Then click Details.
   2. Check the details tab for missing information such as:
      1. File version
      2.  Product name
      3.  Product version
      4.  Copyright
      5. Language

Reference the figure below for an example is a corrupt EMSServiceHelper.exe file:

Figure 1: (English Only): Corrupt EMSServiceHelper.exe

Reference the figure below for an example of a working EMSServiceHelper.exe file:

Figure 2: (English Only): Working EMSServiceHelper.exe

2. Copy the EMSServiceHelper.exe file found at in C:\Program Files\Dell\Dell Data Protection\Encryption\EMS\EMSServiceHelper.exe.
3. Paste it to C:\Windows\system32\EMSServiceHelper.exe to overwrite the file.
4. Reboot the endpoint.

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.