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
- Is Windows Password Sync, Single Sign On, Remember Last User failing?
- Where is the Login process failing? With what errors?
- Does drive boot to directly to Wave Recovery Screen? See Article: Machine Boots Directly to Wave Recovery Screen - Exception Error RN:01A00002
- Error when attempting to Initialize/Uninitialize drive?