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 [2]
• 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 [3]
• Error when attempting to Initialize/Uninitialize drive?