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Full Disk Encryption (FDE) fails to sync when it cannot renegotiate its communication key after PolicyServer deleted the current key

    • Updated:
    • 15 Apr 2014
    • Product/Version:
    • Endpoint Encryption 3.0 Full Disk Encrypti
    • Endpoint Encryption 3.0 Full Disk Encrypti
    • Platform:
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional
Summary
All communications between the PolicyServer and FDE clients are encrypted with a unique device communication key. These keys are periodically renegotiated  by a client. All keys which have not been used in the last hour are deleted by the PolicyServer every time any communication key is updated. This is to clean the table that stores these keys.
However, when the PolicyServer cleans the communication key and FDE device is in standby or hibernation mode, FDE client may not attempt to renegotiate its communication keys. This is because the communication fails. When this happens, FDE is unable to sync in Windows when resumed, and the preboot is unable to sync at the next restart.
Details
Public
Resolve the issue by doing any of the following:
  • Option 1: Restart the "DrAService" Windows service
    1. Restart the "DrAService" Windows service.
    2. Confirm if sync is successful in Windows.
    3. Restart the computer.
    4. Confirm if sync is successful at preboot.
  • Option 2: Authenticate to preboot
    1. Authenticate to preboot.
    2. Confirm if sync is successful in Windows.
    3. Restart the computer.
    4. Confirm if sync is successful at preboot.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1060671
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