Issue
- You need to run ESET Endpoint Encryption (EEE) recovery utility diagnostics
- Use the ESET Encryption Recovery Media Creator
- Use the ESET Encryption Recovery Media
- Display disk information
- Search disks for metadata
- Disk R/W test
- Obtain the recovery log file
Solution
Use the ESET Encryption Recovery Media Creator
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Insert an empty USB drive into your computer.
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Run the utility and click Next to continue.
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Click Win RE USB 32/64 bit.
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Select the Destination disk for the recovery media and click Next.
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Select the type of computer you are troubleshooting.
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Do not specify a managed recovery file. Click Next.
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Do not specify additional support files. Click Next.
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Click Start to create the recovery media.
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A format dialog will appear, click Yes to format the USB drive and create the recovery media.
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Allow the utility to complete the creation process.
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Click Finish.
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Safely eject the USB drive.
Use the ESET Encryption Recovery Media
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Insert the ESET Encryption Recovery USB drive and boot the Workstation from the USB.
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If the device has booted correctly, you will see the image below.
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Select the desired language to continue.
Display disk information
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Click Display Disk Information.
- Select the desired disk.
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Click Ok. It will return you to the disk selection menu.
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Either click Cancel or repeat steps two and three for additional disks.
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Click Quit to exit the utility.
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Click Shutdown to turn the machine off.
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Provide the recovery log files to support further analysis.
Search disks for metadata
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Select Diagnostics.
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Select Search disks for metadata.
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Read the warning dialog. Press Yes to continue.
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Wait for the search to complete.
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After the metadata search has finished, press Cancel.
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Click Quit to exit the utility.
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Click Shutdown to turn the machine off.
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Provide the recovery log files to support further analysis.
Disk R/W test
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Select Diagnostics.
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Select Disk R/W test.
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Press Yes to continue.
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Select the desired disk.
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Press Ok.
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Press Cancel.
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Click Quit to exit the utility.
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Click Shutdown to turn the machine off.
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Provide the recovery log files to support further analysis.
Obtain the recovery log file
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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.
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Locate the recoverylog_TIME_DATE.txt file and provide this to Technical Support for further investigation.