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Home > Troubleshooting Checklist - ESC

Troubleshooting Checklist - ESC [1]

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? 
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Source URL: https://www.wavesys.com/support/troubleshooting-checklist-esc

Links
[1] https://www.wavesys.com/support/troubleshooting-checklist-esc
[2] http://www.wave.com/support/esc-tde-may-fail-detect-self-encrypting-drive-if-intel-rst-driver-version-126
[3] http://www.wave.com/support/machine-boots-directly-wave-recovery-screen-exception-error-rn01a00002