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

Encryption does not start

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.

Action Result has the value Waiting

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

Action Result has the value Error

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.

The computer was turned off during encryption or decryption

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

The user cannot skip the PIN or password window

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

Recovery keys

There is no recovery key in the console

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.

The computer does not have a TPM module

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.

Error report

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

Reports should be sent to:

[e-mail]

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 [e-mail] 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.

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.