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
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Recovery Method
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Description
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Windows is working normally but Full Disk Encryption affects some
applications, reduces Windows performance, or displays error
messages.
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Uninstall Full Disk Encryption
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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.
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The Full Disk Encryption preboot loads, but Windows does not.
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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.
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At startup, neither Windows nor the Full Disk Encryption preboot
starts up. The endpoint displays a black screen with an unmoving
input symbol.
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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.
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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.
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The endpoint is unable to start Windows, or access the Full Disk
Encryption preboot. The Recovery Tool is unable to repair the
disk.
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Contact Technical Support
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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.
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