This article details some general troubleshooting steps to use with Symantec Endpoint Encryption Removable Media 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.
Installation and Configuration Troubleshooting
Be sure that Symantec Endpoint Encryption Removable Media Encryption appears in the list of installed programs. To verify the installation, go to Control Panel in Microsoft Windows and verify that Removable Media Encryption is listed under Programs and Features.
Open a command prompt (as an administrator) and run the following command:
This command should include EERfsfd in the returned list
Open the Windows Task Manager and verify if the following executables are running when you restart the computer after the installation of Removable Media Encryption:
Client Logging Troubleshooting
Enabling the Debug Logging
To enable the debug logging, create the following registry entry: [HKEY_CURRENT_USER\Software\Encryption Anywhere\Removable Storage\Client Database\User Configuration] "DebugLevel"=dword:00000003, where
Debug Level 1 = Log errors only
Debug Level 2 = Log errors and warnings only
Debug Level 3 or greater = Log errors, warnings and verbose messages
After creating the debug key, you can view debug messages using the Microsoft’s DebugView Utility. To know more about event logs and debug logging, see Enabling Logging and Debug Logging in Symantec Endpoint Encryption v11.
Checking the Microsoft Windows Event Logs
Check the Windows event logs. The event logs are always enabled and are always logged with appropriate severity. To know more about Windows event logs, see Enabling Logging and Debug Logging in Symantec Endpoint Encryption v11.
ACCESS DENIED Error Troubleshooting
The following are the possible reasons for ACCESS DENIED error messages that appear when you try to access a device protected with Removable Media Encryption:
An operation was recently cancelled for a file. Solution: Wait for 20 seconds and try again.
There is an issue with a recovery certificate. Solution: Enable the debug logging. Verify if any error message is logged with regards to certificates. Fix the issue with the certificates.
Default certificate is expired or revoked. Solution: Enable the debug logging. Verify if any error message is logged with regards to certificates. Fix the issue with the certificates.
Incorrect password entered. Solution: Enter the correct password.
Trying to decrypt a file with a certificate other than what it was encrypted to. Solution: Install the correct certificate that also has a private key.
File Corruption with RME Burner (Bluray/DVD/CD)
If encountering File Corruption while Burning software, attempt the following:
*Update Windows to the latest version. Many times these issues are affected by drivers, and Windows updates could potentially solve these types of issues.
*Update BIOS version if available.
*Update third-party driver updates, such as chipset drivers from manufacturer
Imported Document ID: TECH224779
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