Issue
- You need to download and run the decryption and recovery utility for ESET Endpoint Encryption (EEE) or ESET Full Disk Encryption (EFDE)
Solution
- Download and create the ESET Recovery Media Creator
- Create the Recovery Media log file
- Obtain recovery log file
I. Download and create the ESET Recovery Media Creator
Insert an empty USB drive into your computer.
Run the utility and click Next to continue.
Figure 1-1 Click Win RE USB 64 bit.
Figure 1-2 Select the Destination disk for the recovery media and click Next.
Figure 1-3 Click Diagnostic Only.
Figure 1-4 Click Next. Do not specify additional support files.
Figure 1-5 Click Start.
Figure 1-6 Click Yes.
Figure 1-7 Allow the utility to complete the creation process.
Figure 1-8 Click Finish.
Figure 1-9 Safely eject the USB drive.
II. Create Recovery Media log files
Insert the ESET Recovery USB drive and boot the workstation from the USB.
Create the desired log file.
Display disk information
Select Display Disk Information.
Figure 2-1 Select the desired disk. In this example, no disk information is shown.
Figure 2-2 Select Ok to return to the disk selection menu.
Select Cancel or repeat steps two and three for additional disks.
Select Quit.
Figure 2-3 Click Shutdown to turn the machine off.
Figure 2-4 Provide the recovery log files to Tech Support for further analysis.
Search disks for metadata
Select Diagnostics.
Figure 3-1 Select Search disks for meta data.
Figure 3-2 Click Yes.
Figure 3-3 Allow the search to complete.
Figure 3-4 After the metadata search has finished, select Cancel.
Figure 3-5 Select Quit.
Figure 3-6 Click Shutdown.
Figure 3-7 Provide the recovery log files to Tech Support for further analysis.
Disk R/W test
Select Diagnostics.
Figure 4-1 Select Disk R/W test.
Figure 4-2 Click Yes.
Figure 4-3 Select the desired disk. In this example, no disk information is shown.
Figure 4-4 Click Ok.
Figure 4-5 Select Cancel.
Figure 4-6 Select Quit.
Figure 4-7 Click Shutdown.
Figure 4-8 Provide the recovery log files to Tech Support for further analysis.
III. Obtain the recovery log file
After using the ESET Encryption Recovery Media, connect the USB drive to another machine and navigate to the root of the REC_WIN_USB and select logfiles.
Locate the recoverylog_TIME_DATE.txt file and provide this to Technical Support for further investigation.
Figure 6-1
