Encryption "Unknown Error"

[jmessas]

Hi,

 

I just installed a trial of Kaspersky Endpoint Security (Cloud Plus) and I’ve let the Endpoint Security for Windows encrypting my hard drive, with a PIN. I am then asked to restart my computer, but what a surprise : I get  this error when I go into the Encryption Report :

Event type:     Error encrypting/decrypting device
Action:     Encryption
Reason:     Unknown error
Device\Device ID:     \\?\Volume{629458e4-0000-0000-0000-010000000000}\
Device\Device type:     Hard drive
Encryption type:     Full Disk Encryption
User:     AzureAD\*****(Active user)

 

Here are the Settings in the Cloud Console :

 

[Guest #37]

Hi,

Please open a support ticket in Kaspersky Company Account.

Send getsysteminfo of the computer, and traces for review.

To generate the getsysteminfo (gsi) check this link: https://support.kaspersky.co.uk/common/diagnostics/3632#block7

Getsysteminfo (GSI) direct download: http://media.kaspersky.com/utilities/ConsumerUtilities/GetSystemInfo6.2.zip

Also, please review:

https://support.kaspersky.com/15018

https://support.kaspersky.com/14209

https://support.kaspersky.com/14700

 

Regards

[jmessas]

I can’t open a Kaspersky Company Account because I am still in trial mode, and then I don’t have any activation code...

[Guest #37]

Hi,

Then upload gsi and traces here. Specify the computer model.

Please review:

https://support.kaspersky.com/15018

https://support.kaspersky.com/14209

https://support.kaspersky.com/14700

Regards

[jmessas]

Computer Model : HP Spectre x360 Convertible 15-df0xxx

GSI and traces are attached

[Guest #37]

Hi,

Hp Spectre x360

Review: https://support.kaspersky.com/14211#block3

Probably you need a patch or similar for this computer model with Kaspersky Endpoint Security Cloud Plus.

Contact with Kaspersky presales in your country perhaps they can help you.

Regards

[Guest #37]

Hi,

Also in your gsi:

BitLocker encryption on write failed for volume C:\ProgramData\Microsoft\Windows\Containers\BaseImages\c788c9ad-a04a-4726-9ca9-6a1fe1f6102c\BaseLayer due to disk I/O error. Check the disk for bad sectors.

Regards

[jmessas]

No error on the disk :

 

[Guest #37]

Ok, then: Contact with Kaspersky presales in your country perhaps they can help you.

Probably you need a patch or similar for this computer model with Kaspersky Endpoint Security Cloud Plus.

Regards

[jmessas]

I just did that. thank you

[Guest #37]

Hi,

You´re welcome.

Regards