After encrypting a disk with PGP Whole Disk Encryption on an HP computer, after successfully entering your passphrase on the PGP BootGuard, the computer then displays a blinking cursor on the screen and Windows fails to load.
This issue is related to an incompatibility with older versions of PGP Whole Disk Encryption and HP computers with an Insyde BIOS.
This issue is fixed in versions of PGP Desktop 10.1.0 and above.
Use the following steps to recover the disk:
1. Download the PGP Whole Disk Encryption Recovery disk. The recovery disks can be downloaded from the following articles:
- PGP Desktop 9.x versions www.symantec.com/docs/TECH148915
- PGP Desktop 10.x versions www.symantec.com/docs/TECH152604
2. Boot the computer with recovery disk. See the following article on how to create a recovery disk www.symantec.com/docs/TECH149096
3. At the PGP BootGuard screen enter your passphrase and then press Enter.
4. If Windows loads successfully, the disk has successfully updated the PGP boot file and you can remove the recovery disk and reboot the computer.
5. If you continue to have problems, you may need to decrypt the disk to recover the disk by using the one of the following methods:
- Remove the physical disk from the computer and decrypting the disk using another computer with PGP Desktop.
- Use the recovery disk to decrypt the disk (this may take an extended period of time).
Contact technical support for additional troubleshooting.