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 AskIT@uab.edu, or by phone, 205-996-5555.
Create a Recovery Boot Disk
- 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
- Burn the ISO to a CD, label it appropriately and store it in a safe place.
Using a Recovery Boot Disk
- Insert your Recovery CD into the computer's CD drive.
- Reboot the computer and boot to the CD.
- 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.
- 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 AskIT@uab.edu, or by phone at 205-996-5555. Please be sure to provide the following information:
- 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.
To find your MAC address in Windows, do the following:
- Click on Start > Run
- Type "cmd" in the Run box and hit OK.
- At the command prompt type "ipconfig /all"
- You should see a screen similar to the one below
The first highlighted Physical Address shows your Ethernet MAC address. The second shows your Wireless MAC address.
To locate your Ethernet and Wireless MAC addresses using a Mac OSX, do the following:
- Click Apple > System Preferences > Network
- With the AirPort device selected, click the Advanced button in the bottom right of the Network box.
- Your Wireless MAC address is under the Airport tab as Airport ID. It should be a mix of letters, numbers, and colons, something like the following: Airport ID: 00:1d:4f:1b:5c:fa)
- Your Ethernet MAC address is located under the Ethernet Device Advanced section. Cancel out of the Advanced section of your Airport device, and select the Ethernet device along the left-hand side of the Network box. Click the Advanced tab in the bottom right. In the Advanced section, click on the Ethernet tab at the top. Your Ethernet ID (e.g - 00:13:6b:a8:a2:d5) will be listed there.
To edit individual and entity directory contact information, please follow the steps below:
1. Go to http://www.uab.edu/directory/ for the new UAB electronic phonebook
2. Click Authenticate and log in with your BlazerID and password
3. In the left navigation, click Directory Edit
4. Use the Search field to find the individual or entity to change the necessary information.
5. Once you entity is found, click on Bluepages
6. Edit the departmental listing as necessary
Software available through IT can either be downloaded to your system or ordered through AskIT at 6-5555 or via e-mail (AskIT@uab.edu). Where downloads are available they are the quickest way to get the software, but not all titles can be downloaded due to licensing restrictions. Check the Software Overview page for a quick list of software agreements and how the software is made available (some software is downloadable via a 3rd party site) or check the Software Download site for software that is available direclty from UAB IT. Downloads require appropriate login using your Blazer ID and password.
The Campus agreement with Microsoft covers a certain set of software on a campus-wide basis... software such as MS Office that is used by almost everyone on campus. The Campus agreement is an annual term 'site license' based on the number of faculty/staff/students covered. The Campus agreement requires renewal and payment annually to remain in effect.
The Select agreement with MS is basically a volume discount arrangement for software products not included in the Campus agreement. These products are not widely installed, but more limited to use in certain departments or on specific systems such as servers. UAB projects an annual purchase volume (by category, not by software title) and MS provides discounts based on that projection. Should UAB not meet the annual projections future pricing would be based on the actual level of purchases from the prior year.usually at a reduced level of discount. Most product purchased under the Select agreement is granted as a perpetual license with a single upfront payment. No annual renewal fee is required to continue to use the software, but maintenance/support is available as an option.
See the Microsoft Agreement link for more information on what is available under the Campus and Select agreements.
Every UAB faculty, staff, and student (where applicable) is responsible for adhering to software copyright laws and license rights. While IT Software Licensing will ensure that appropriate licensing information is published for products included on the IT web site, it is the responsibility of each school, department, faculty/staff member, and student to maintain accurate records for all software installed on their systems. Records should include the software title, date and source of the purchase (including software acquired through this web site or AskIT), and where installed. For software not covered under a UAB site license, a sales order/invoice or the original physical media/license key would qualify as proof of a valid license. Note that only one method can be used for any one software title as proof, not a combination of the two for the same application.
Communicate to everyone in your area the need to understand and follow the rights granted by the license.
- Don't use one licensed copy to install a program on multiple systems.
- Don't make unauthorized copies of disks for distribution.
- Don't use UAB software at home unless the license specifically allows it.
- Don't use software after the expiration of the license.
- Don't take advantage of upgrade offers without having a legal copy of an earlier, upgradeable version of the software.
- KEEP ACCURATE RECORDS of all software purchased/installed in your area.
Q: I use MS Project (example) on my computer and I have a copy of the media. My colleague also needs Project on her system. I know she is planning on placing an order for the software next week. Can I loan her my media to install so she can begin working immediately?
A: No, for MS Project that would be a violation of your license. Your colleague must have her own license prior to installing the software. For other titles such as MS Office covered under the Campus agreement loaning media would be acceptable. If in doubt contact AskIT for guidance.