[KB7894] ESET Endpoint Encryption recovery utility diagnostics

Issue

Solution

Use the ESET Encryption Recovery Media Creator

  1. Insert an empty USB drive into your computer.

  2. Download the ESET Recovery Media Creator.

  3. Run the utility and click Next to continue.

Figure 1-1
  1. Click Win RE USB 32/64 bit.

Architecture of host system

When creating a Win RE USB, the architecture (x86 / x64) of the host system running the utility must match the target system in need of recovery.

Figure 1-2
  1. Select the Destination disk for the recovery media and click Next.

Figure 1-3
  1. Select the type of computer you are troubleshooting.

Figure 1-4
  1. Do not specify a managed recovery file. Click Next.

 

ESET PROTECT Managed users

Systems encrypted using ESET Full Disk Encryption via ESET PROTECT must specify a recovery file.

In the ESET Recovery Media Creator window, click Browse, select the efderecovery.dat file and click Open. Click Next

Figure 1-5
  1. Do not specify additional support files. Click Next.

Figure 1-6
  1. Click Start to create the recovery media.

Figure 1-7
  1. A format dialog will appear, click Yes to format the USB drive and create the recovery media.

Figure 1-8
  1. Allow the utility to complete the creation process.

Figure 1-9
  1. Click Finish.

Figure 1-10
  1. Safely eject the USB drive.


Use the ESET Encryption Recovery Media

  1. Insert the ESET Encryption Recovery USB drive and boot the Workstation from the USB.

  2. If the device has booted correctly, you will see the image below.

Figure 2-1
  1. Select the desired language to continue.


Display disk information

  1. Click Display Disk Information.

Figure 3-1

  1. Select the desired disk.
Disk information

In our example, the disk information is not shown.

Figure 3-2
  1. Click Ok. It will return you to the disk selection menu.

  2. Either click Cancel or repeat steps two and three for additional disks.

  3. Click Quit to exit the utility.

Figure 3-3
  1. Click Shutdown to turn the machine off.

Figure 3-4
  1. Provide the recovery log files to support further analysis.


Search disks for metadata

  1. Select Diagnostics.

Figure 4-1
  1. Select Search disks for metadata.

Figure 4-2
  1. Read the warning dialog. Press Yes to continue.

Figure 4-3
  1. Wait for the search to complete.

Figure 4-4
  1. After the metadata search has finished, press Cancel.

Figure 4-5
  1. Click Quit to exit the utility.

Figure 4-6
  1. Click Shutdown to turn the machine off.

Figure 4-7
  1. Provide the recovery log files to support further analysis.


Disk R/W test

  1. Select Diagnostics.

Figure 5-1
  1. Select Disk R/W test.

Figure 5-2
  1. Press Yes to continue.

Figure 5-3
  1. Select the desired disk.

Disk information

In our example, the disk information is not shown.

Figure 5-4
  1. Press Ok.

Figure 5-5
  1. Press Cancel.

Figure 5-6
  1. Click Quit to exit the utility.

Figure 5-7
  1. Click Shutdown to turn the machine off.

Figure 5-8
  1. Provide the recovery log files to support further analysis.


Obtain the recovery log file

  1. After using the ESET Encryption Recovery Media to collect diagnostic information, connect the USB drive to another machine and navigate to the root of the REC_WIN_USB drive.

  2. Locate the recoverylog_TIME_DATE.txt file and provide this to Technical Support for further investigation.

Log file

The recovery log file is time/date stamped.

Figure 6-1