> For the complete documentation index, see [llms.txt](https://eaclouddoc.eauditor.eu/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eaclouddoc.eauditor.eu/eacloud-docs-en/features/it-management/disk-encryption/troubleshooting.md).

# Troubleshooting

This page helps resolve the most common issues related to disk encryption and BitLocker recovery keys.

### Quick diagnostics

| Issue                                   | What to check first                                                                         |
| --------------------------------------- | ------------------------------------------------------------------------------------------- |
| Encryption does not start               | The eAgent status and the date of the computer’s last connection                            |
| Action Result has the value Waiting     | Whether the computer connected to the server after the task was started                     |
| Action Result has the value Error       | The task parameters and the messages available in the system                                |
| The computer has no TPM information     | Whether the device actually has a TPM module - the absence of TPM does not block encryption |
| The user cannot continue                | Whether TPM + PIN or Passphrase protection was selected                                     |
| There is no recovery key in the console | Whether the partition was encrypted from eAuditor cloud                                     |

### Encryption and decryption

<details>

<summary><strong>Encryption does not start</strong></summary>

Check whether the computer is available and whether eAgent connected to the server after the task was started.

Then check the column **Action Result**. The value **Waiting** means that the task is pending execution, and **Error** indicates an issue requiring further analysis.

</details>

<details>

<summary><strong>Action Result has the value Waiting</strong></summary>

The task is pending execution on the computer. Check the eAgent status and the date of the device’s last connection to the server.

</details>

<details>

<summary><strong>Action Result has the value Error</strong></summary>

Verify the selected encryption method, protection method, and the availability of the specified functions on the computer. Attach a screenshot of the table and the error message to the case.

</details>

<details>

<summary><strong>The computer was turned off during encryption or decryption</strong></summary>

The process uses BitLocker mechanisms. After the computer is restarted, the operation will resume.

</details>

<details>

<summary><strong>The user cannot skip the PIN or password window</strong></summary>

This is expected behavior. If **TPM + PIN** or **Passphrase**protection was selected, the user must enter the required PIN or password for encryption to start.

</details>

### Recovery keys

<details>

<summary><strong>There is no recovery key in the console</strong></summary>

The key is saved in eAuditor cloud only during encryption initiated from the system.

If the partition was previously encrypted, decrypt it from eAuditor cloud, and then start encryption again.

</details>

<details>

<summary><strong>The computer does not have a TPM module</strong></summary>

The absence of TPM does not block encryption. In this case, do not use protection that requires TPM and choose a method supported by the device.

</details>

### Error report

For the report to be analyzed efficiently, it should include all information required by the procedure below.

Reports should be sent to:

<support@eauditor.eu>

In the report, provide:

* contact details of the person responsible for communication regarding the report,
* a description of the issue as detailed as possible,
* the name or login of the user affected by the issue,
* the name of the associated computer,
* whether the issue affects one user or multiple users,
* the name of the tab where the issue occurs,
* a description of the actions taken to resolve the issue independently,
* the date and time the issue occurred,
* the eAgent status and the date of the computer’s last connection,
* the applied filters and the selected time range,
* screenshots, error messages, or other materials helpful for analysis.

After sending a message to <support@eauditor.eu> the report will be automatically acknowledged with a return message.

No confirmation means the report may not have reached the support team. In that case, verify the recipient address and send the message again.

{% hint style="danger" %}
Do not send passwords, login credentials, access keys, or other authentication information. If the analysis requires additional data, technical support will indicate a secure method for providing it.
{% endhint %}


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