This article details some general troubleshooting steps to use with Symantec Endpoint Encryption Drive Encryption version 11.0.
General Troubleshooting If you need help, press F1 or click the Help (?) icon to open the context-sensitive help of Symantec Endpoint Encryption.
Unable to access a drive
Use a customized Microsoft Windows PE (Win PE) recovery disc or USB flash drive. You must use a customized Windows PE recovery disc or USB flash drive that is created for Symantec Endpoint Encryption 11.0. To know how to create and use a customized Windows PE for recovery, see Windows PE Recovery Tools for Symantec Endpoint Encryption 11.0.0.
Ensure that the policies were pulled down from Symantec Endpoint Encryption Management Server. To verify, on the client computer, look for the “CurrentPolicies” registry key at the following location:
Check if Help Desk Recovery is enabled through bootprop eedAdmincli.exe --bootprop-set --name “OTPE” --au <user> --ap <password< If OTPE=1, then Help Desk Recovery is enabled. If OTPE=0, then Help Desk Recovery is disabled
Check if Help Desk Recovery is in Online or Offline mode through bootprops eedAdmincli.exe --bootprop-set --name “OTPO” --au <Admin> --ap <password>
If OTPO=1, then the Help Desk Recovery for the client is Online. If OTPE=0, then the Help Desk Recovery for the client is Offline.
Imported Document ID: TECH224777
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