What To Check If You Receive an Access Denied Message When Accessing a File on an Encrypted System

Affected Products:

• Dell Encryption
• Dell Data Protection | Encryption

Not Applicable

Verify the following:

1. Does the user have NTFS permissions to access the file?

https://support.microsoft.com/en-us/help/2623670/access-denied-or-other-errors-when-you-access-or-work-with-files-and-f

2. If it is determined the user has appropriate NTFS permissions on the file and our encryption product is suspect, then check the following:

Is the User Activated? This can be checked by noting the presence of a 16-character light blue alphanumeric Shield ID in the About section of the local encryption console.

Figure 1: (English Only) Dell Data Protection | Encryption about screen

A nonactivated user has a blank Shield ID in older versions or red Encryption Client ID in the newer versions.

v8.16 and later:

Figure 2: (English Only) Dell Encryption about screen

v8.15 and earlier:

Figure 3: (English Only) Dell Data Protection | Encryption about screen

If the user is not activated consult the log file, at the location shown below, for activation issues.

Dell Encryption Enterprise Shield (formerly Dell Data Protection | Encryption Shield) Logs:

C:\ProgramData\Dell\Dell Data Protection\Encryption\CMGShield.log

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
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