Endpoint Security Suite Pro Advanced Installation Guide v1.8

Troubleshoot Activation

Problem: Cannot access certain files and folders

Inability to access certain files and folders is a symptom of being logged in with a different account than the one under which the user activated.

The Activation Logon dialog automatically displays even though the user has previously activated.

Possible Solution

Log out and log back in with the credentials of the activated account and try to access the files again.

In the rare event that the Encryption client cannot authenticate the user, the Activation Logon dialog prompts the user for credentials to authenticate and access encryption keys. To use the automatic re-activation feature, the AutoReactivation and AutoPromptForActivation registry keys must BOTH be enabled. Although the feature is enabled by default, it can be manually disabled. For more information, see Disable Automatic Re-activation.

Error Message: Server Authentication Failed

The Server was not able to authenticate the email address and password.

Possible Solutions

• Use the email address associated with the organization. Personal email addresses cannot be used for activation.
• Re-enter the email address and password and ensure there are no typographical errors.
• Ask the administrator to verify that the email account is active and is not locked.

• Ask the administrator to reset the user's domain password.

  Error Message: Network connection error

  The Encryption client could not communicate with the Dell Server.

  Possible Solutions

• Connect directly to the organization's network and try to activate again.
• If VPN access is required to connect to the network, check the VPN connection and try again.

• Check the Dell Server URL to ensure it matches the URL provided by the administrator.

  The URL and other data that the user entered into the installer are stored in the registry. Check the accuracy of the data under [HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon\CMGShield] and [HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon\CMGShield\Servlet]

• Disconnect and reconnect:

  Disconnect the computer from the network.

  Reconnect to the network.

  Restart the computer.

  Try to connect to the network again.

  Error Message: Legacy Server Not Supported

  Encryption cannot be activated against a legacy server; the Dell Server must be v9.1 or higher.

  Possible Solution

• Check the Dell Server URL to ensure it matches the URL provided by the administrator.

  The URL and other data that the user entered into the installer are stored in the registry.

• Check the accuracy of the data under [HKLM\Software\Microsoft\Windows NT\CurrentVersion\Winlogon\CMGShield] and [HKLM\Software\Microsoft\Windows NT\CurrentVersion\Winlogon\CMGShield\Servlet]

  Error Message: Domain User Already Activated

  A second user has logged on to the local computer and tried to activate against a domain account that has already been activated.

  A user can activate the Encryption client only once per domain account.

  Possible Solution

  Decrypt and uninstall the Encryption client while logged in as the second activated user.

  Error Message: Server Error General

  An error has occurred on the Server.

  Possible Solution

  The administrator should check the Server logs to ensure services are running.

  The user should try to activate later.

Tools

CMGAd

Use the CMGAd utility prior to launching the Encryption Removal Agent to obtain the encryption key bundle. The CMGAd utility and its instructions are located in the Dell installation media (Dell-Offline-Admin-XXbit)

Log Files

In C:\ProgramData\Dell\Dell Data Protection\Encryption, look for the log file called CmgSysTray.

Search for the phrase "Manual activation result".

The error code is on the same line, followed by " status = "; the status indicates what went wrong.