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The following information can be gathered prior to contacting Wave Gold Support for use in troubleshooting ERAS client issues:

Make and Model of machine

OS and bit architecture version

Trusted drive / Opal compliant drive

  • Is the drive recognized in Embassy Security Center?
  • Model number  (found in Disk Drives section of Windows Device Manager)
  • SATA mode - AHCI, ATA or IRRT (check drive configuration in the BIOS)
  • TDM service available and running?

Client package

  • ESC TDE, DCP, DDPA version (check in Add/Remove Programs)
  • Installed locally or from network share?
  • Installed from an image?
  • Installed with Antivirus or firewall enabled?
  • Was installing account a domain user with local admin rights?
  • Does ESC launch successfully on the client?  See Article: ESC TDE may fail to detect Self encrypting drive if Intel RST driver is version 12.6
  • Is the SATA mode in the BIOS set to AHCI?
  • Installation log files found in C:/ProgramData/Wave Systems Corp/Installer

 ERAS Connector or TDMRemoteConfig/TPMRemoteConfig

  • Version installed (available in Add/Remove Programs)?  Note: If ESC 2.9.5 or above, the ERAS Connector is included in the client package.
  • Installed locally or from network share?
  • Installed from an image?
  • Wave installing account a domain user with local admin rights?
  • Are correct DCOM\WMI permissions set? 
  • If ESC 2.9.5 or above, run the ERAS Connector Config Utility (ERASConnectorConfigUtil.exe) found in C:/Program Files/Wave Systems Corp/Remote Management.  ECCU log file found at: C:/ProgramData/Wave Systems Corp/Installlogs/erasconfig_log.txt  

Other Issues