Symptoms
Note:
As of February 2021, Dell Encryption Enterprise for Mac has reached End of Maintenance. This article is no longer updated by Dell. For more information, reference the Dell Knowledge Base article Product Lifecycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.Reference Endpoint Security for additional information about current products.
Affected Products:
Dell Encryption Enterprise MediaDell Data Protection | External Media EditionDell Encryption Enterprise MacDell Data Protection | Encryption for MacDell Encryption EnterpriseDell Data Protection | Enterprise Edition
Cause
This condition occurs when external media provisioned by Dell Encryption External Mac (formerly Dell Data Protection | Encryption for Mac) is accessed on Windows computers running Dell Encryption Enterprise (formerly Dell Data Protection | Enterprise Edition).
Resolution
Instructions:
Insert the external media into a computer without the CEF and FFE driver running (a clean computer, WinPE image, Windows boot disk, so on).Manually delete the hidden _Encryption_Data_Do_Not_Delete_ folder. If running from a command prompt, remove the hidden attributes first (for example attrib -r -h -s _Encryption_Data_Do_Not_Delete_).Manually delete the Access Encrypted Files (Mac).dmg, AccessEncrytpedFiles.exe, and autorun.inf files from the root of the device.Log in to a Shielded computer with the user account that originally encrypted the external media.
Caution: Older versions of the Shield also require both the same user and the same computer that originally encrypted the external media.
Insert the EME-encrypted external media.You are prompted to perform a recovery.Click the Yes button and enter a new password to restore access to encrypted files.
Note: This issue has been resolved in 8.4 and later.
To contact support, reference Dell Data Security International Support Phone Numbers.Go to TechDirect to generate a technical support request online.For additional insights and resources, join the Dell Security Community Forum.
