Although rare, situations have occurred where a hard drive encrypted with PGP does not boot.  To assist in recovery of these drives, the creation and use of a PGP Boot Disk is highly recommended.

Please note that each version of PGP requires a boot disk unique to the particular version in use on the client.  For example, if you attempt to use a 9.6 recovery disk to decrypt a disk protected with PGP Whole Disk Encryption 9.9 software, any data on the PGP Whole Disk Encrypted 9.9 disk will be unrecoverable.

Note:  If you do not remember the recovery passphrase, please contact the help desk, AskIT, by email This email address is being protected from spambots. You need JavaScript enabled to view it. , or by phone, 205-996-5555.

Create a Recovery Boot Disk

  1. Download the appropriate ISO file from the Symantec archives:
    a) Version 10.x: http://www.symantec.com/business/support/index?page=content&id=TECH152604
    b) Version 9.X: http://www.symantec.com/business/support/index?page=content&id=TECH148915
  2. Burn the ISO to a CD, label it appropriately and store it in a safe place.

Using a Recovery Boot Disk

  1. Insert your Recovery CD into the computer's CD drive.
  2. Reboot the computer and boot to the CD.
  3. When the login screen appears, enter the recovery passphrase for the encrypted drive and press Enter to begin decryption.  This operation can take many hours and the system should not be powered off.
  4. Once the process is complete, the system should start as normal.  If the operating system still does not boot, proceed with your operating system repair or data migration process.

Using a Recovery Workstation

If you have the resources or equipment available, the hard drive from the system that will not boot can be accessed by a workstation that has PGP installed on it.  Simply connect the device using a USB hard drive bay or adapter, and enter a passphrase associated with the drive.  Once the hard drive is mounted to the recovery system, files can be recovered by moving them or by decrypting the hard drive.

If you experience any issues with PGP, please report them to the help desk, AskIT, by email at This email address is being protected from spambots. You need JavaScript enabled to view it. , or by phone at 205-996-5555.  Please be sure to provide the following information:

  • Issue/symptoms
  • Error messages
  • Computer make and model
  • Internet connection type
  • PGP installer version
  • Estimated time of occurrence (if possible)

Common Solutions to Installation Issues

  1. Verify that you are an administrator of the system on which you are attempting to install PGP. 
  2. Open your web browser and ensure that you have Internet connectivity by opening a website.
  3. Be sure that you have a current installation package for PGP Desktop.  Visit www.uab.edu/it/software for the latest installation files.
  4. Ensure that you are using your BlazerID and strong password for the PGP Enrollment credentials.

Common Solutions to Password Related Issues

  1. Verify that Caps Lock is not on while authenticating.
  2. 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.
  3. 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

  1. 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.
  2. 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.
  3. 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.
  4. See the PGP Recovery documentation for further support.
January 01, 2012

Encryption

PGP Whole Disk Encryption software (or FileVault for Macs) is designed to provide an additional layer of security for your data. Encryption is required for laptops used for UAB Business, and it is highly recommended for desktops in theft-prone areas. PGP software essentially "locks down" your hard drive, making the data accessible only to you and those you authorize. The disk encryption, in conjunction with logon and screensaver passwords, protects UAB data if the computer is lost or stolen.

Encryption Methods:

 

Additional PGP Documentation:

 

Do you use your laptop for UAB business?

Do you provide your own tech support?

Has your laptop been encrypted?

If you answered yes to the first two questions but have not encrypted your laptop, you are encouraged to take advantage of the options listed below to protect UAB data by encrypting your laptop.

HSIS Customers: Please contact the Health System Information Services (HSIS) Help Desk at This email address is being protected from spambots. You need JavaScript enabled to view it.  or 205-934-8888 for assistance with laptop encryption.

AskIT Customers: Please choose from the options listed below or contact the AskIT help desk at 205-996-5555 for assistance with laptop encryption.

Laptop Encryption Options:

Option 1 - Option 1 - Let Us Do It For You-!
This option requires that the laptop is dropped off at one of our locations for at least 1-2 business days.  The following procedures will be performed on your machine:

  • Backing up your data
  • Verifying or installing antivirus software
  • Updating antivirus definitions and scanning for viruses
  • Scanning with hardware diagnostic software
  • Installing operating system updates
  • Defragmenting the hard drive
  • Encrypting your laptop

Option 2 - Do It Yourself: "How-To" Documentation & Training Videos 
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. 

  • How to create a strong password
  • How to configure your laptop
  • How to scan for missing patches
  • How to update applications
  • How to install OS updates
  • How to install antivirus
  • How to backup your machine
  • How to defragment your hard drive
  • How to run SpinRite hardware diagnostic software
  • How to encrypt your laptop

Please feel free to contact us with any questions through our help desk, This email address is being protected from spambots. You need JavaScript enabled to view it. , by email or phone at 205-996-5555.

 

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.

Videos:

Windows (XP and Vista)
Mac OS

Documents:

Windows (XP and Vista)
Mac OS

 

To schedule an appointment to have your laptop encrypted, please contact the AskIT help desk at 205-996-5555. The following procedures will be performed on your laptop or notebook computer:

  • Backing up your data
  • Verifying or installing antivirus software
  • Updating antivirus definitions and scanning for viruses
  • Scanning with hardware diagnostic software
  • Installing operating system updates
  • Defragmenting the hard drive
  • Encrypting your laptop
Please be advised:
  1. 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 scheduling an appointment.
  2. You will need to bring your power supply with your laptop.
  3. The AskIT (CEC 225) location is open Monday, Tuesday, Thursday and Friday 8:00 a.m. - 5:00 p.m. and Wednesday 8:30 a.m. - 5:00 p.m.
  4. It will take approximately 15 minutes to fill out the paperwork when you drop off your laptop computer, and approximately five minutes to complete the paperwork when you pick it up.
  5. The duration of the appointments (from the time you drop your laptop computer off, to the time you pick it up) are approximately 1-3 business days. If you come after 11:00 a.m. on the day of your appointment, the duration of your appointment may two business days.

BlazerID Login Required: In order to schedule a Health Check appointment you will need to login with your BlazerID and strong password. If you are unable to login, please visit BlazerID Central and choose "Activate Accounts" to determine whether you have a "strong "password. If you are unable to Activate Accounts successfully, please return to BlazerID Central and choose "Change BlazerID Password" to reset your password to a "strong" password. If you have any questions or concerns during this process, please call AskIT at 205-996-5555 for assistance.

Please feel free to contact us with any questions through our help desk, This email address is being protected from spambots. You need JavaScript enabled to view it. , by email or phone at 205-996-5555.

 

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.

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.

 

Videos Docs
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

 

 

 

Please feel free to contact us with any questions through our help desk, This email address is being protected from spambots. You need JavaScript enabled to view it. , by email or phone at 205-996-5555.

 

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