If a device is fully encrypted by Full Disk Encryption, issues may occur with the system or program that hinder or prevent access to Windows or related services. In these cases, use the following methods and tools to recover your system, displayed in order from the least severe to most severe situation.
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Situation |
Recovery Method |
Description |
|---|---|---|
|
Windows is working normally but Full Disk Encryption affects some applications, reduces Windows performance, or displays error messages. |
Uninstall Full Disk Encryption |
Uninstalling Full Disk Encryption removes Full Disk Encryption from the device. Once uninstallation is complete, you may proceed with other recovery actions within Windows if necessary. Afterwards, you may attempt to reinstall Full Disk Encryption. For uninstallation steps, see the Endpoint Encryption Installation Guide. |
|
The Full Disk Encryption preboot loads, but Windows does not. |
The Full Disk Encryption Recovery Console can be viewed from the Full Disk Encryption preboot. To decrypt the hard disk, open the Full Disk Encryption option decrypts the selected hard disk on-the-fly or saves an image of the decrypted hard disk to removable media. Note:
This method is not recommended if Windows is functioning normally. |
|
|
At startup, neither Windows nor the Full Disk Encryption preboot starts up. The endpoint displays a black screen with an unmoving input symbol. |
This issue normally occurs because the MBR is corrupted. The Full Disk Encryption Recovery Tool attempts to repair the MBR. If successful, the Full Disk Encryption preboot loads normally the next time the endpoints starts. |
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|
At startup, the endpoint displays the background of the Full Disk Encryption preboot, but the logon window does not load. |
This issue normally occurs because the Full Disk Encryption database is corrupted. The Recovery Tool attempts to obtain information from PolicyServer and replace the corrupted Full Disk Encryption database. If successful, the Full Disk Encryption preboot loads normally the next time the endpoints starts. |
|
|
The endpoint is unable to start Windows, or access the Full Disk Encryption preboot. The Recovery Tool is unable to repair the disk. |
Contact Technical Support |
Attempt to perform other recovery methods first. If the previous recovery methods are inaccessible or do not work, contact Trend Micro support. The Trend Micro support team will do their best to resolve your issue. For more information, see Technical Support. |