- Error messages
- Computer make and model
- Internet connection type
- PGP installer version
- Estimated time of occurrence (if possible)
Common Solutions to Installation Issues
- Verify that you are an administrator of the system on which you are attempting to install PGP.
- Open your web browser and ensure that you have Internet connectivity by opening a website.
- Be sure that you have a current installation package for PGP Desktop. Visit www.uab.edu/it/software for the latest installation files.
- Ensure that you are using your BlazerID and strong password for the PGP Enrollment credentials.
Common Solutions to Password Related Issues
- Verify that Caps Lock is not on while authenticating.
- If you recently changed your account password, you may have to provide the old password until you log in to the system with your new password.
- If the previously mentioned steps do not resolve your issue, you should call the AskIT Help Desk to request a PGP recovery token for the system or portable device. A recovery token is a one-time password that will allow you to bypass PGP, but it will not bypass the operating system password; you are still required to log in.
Common Solutions to Boot/Startup Related Issues
- Ensure that a keyboard is connected to the system. Systems such as tablets without physical keyboards will not be able to authenticate on the PGP boot screen.
- Remove any CDs, DVDs or USB drives from the system. Many of these devices have features that allow them to start before the system hard drive.
- Does the system have multiple operating systems or Dell Media Direct? If so, then you will need to contact your support personnel to assist you with the recovery of your hard drive. Please note that PGP should never be installed on systems with multiple operating systems, as it will render the system inoperable.
- See the PGP Recovery documentation for further support.
Antivirus software protects your computer from malicious files and exploits by scanning files on access and creation. The effectiveness of the antivirus software's ability to detect malicious files is based on the definition files that are updated seveeral times a day by the manufacturer. Therefore, it is important that the antivirus software is updated regularly to detect the latest threats.
*While Windows Vista is shown in the following video, the steps can be used for both Windows XP or Windows Vista platforms.
This is a do it yourself option. Please refer to the documentation and training videos on the following topics for information on how to configure and encrypt laptop computers.
Please note: It is recommended that the steps be performed in the order they are listed. Some sections may not have videos or documents associated with a particular operating system. Also, if you have a dual-boot (dual operating system), Dell Inspiron M1210, Dell E5400, Dell XPS, Dell Media Direct, Mac, Linux or IBM system, please call AskIT at 205-996-5555 before attempting to perform these steps.
|How to create a strong password||XP | Vista | Mac||XP | Vista | Mac|
|How to configure your laptop||XP | Vista | Mac||XP | Vista | Mac|
|How to scan for missing patches||XP | Vista | Mac||XP | Vista | Mac|
|How to update applications||XP | Vista | Mac||XP | Vista | Mac|
|How to install OS updates||XP | Vista | Mac||XP | Vista | Mac|
|How to install antivirus||XP | Vista | Mac||XP | Vista | Mac|
|How to backup your machine||XP | Vista | Mac||XP | Vista | Mac|
|How to defragment your hard drive||XP | Vista | Mac||XP | Vista | Mac|
|How to run Spinrite||XP | Vista | Mac||XP | Vista | Mac|
|How to encrypt your laptop||XP | Vista | Mac||XP | Vista | Mac|
While Windows XP is shown in the following video, the steps can be used for both Windows XP or Windows Vista platforms.
NOTE: If your system is dual-boot or features a utility partition (recovery or Dell Media Direct) it is not compatible for PGP Whole Disk Encryption.
NOTE: Do not encrypt your boot disk if you currently use, or plan to use Bootcamp to run a Windows operating system on your Mac. Also, there is a known incompatibility with Sophos and FileVault on Mac OS X 10.5.x. If you choose to use FileVault please do not install Sophos Antivirus at this time.