Install Guide

Troubleshooting
All Clients - Troubleshooting
● Endpoint Security Suite Enterprise master Suite installer log files are located at C:\ProgramData\Dell\Dell
Data Protection\Installer.
● Windows creates unique child installer installation log files for the logged in user at %temp%, located at C:\Users
\<UserName>\AppData\Local\Temp.
● Windows creates log files for client prerequisites, such as Visual C++, for the logged in user at %temp%, located at
C:\Users\<UserName>\AppData\Local\Temp. For example, C:\Users\<UserName>\AppData\Local
\Temp\dd_vcredist_amd64_20160109003943.log
● Follow the instructions at http://msdn.microsoft.com to verify the version of Microsoft .Net that is installed on the
computer targeted for installation.
Go to https://www.microsoft.com/en-us/download/details.aspx?id=30653to download the full version of Microsoft .Net
Framework 4.5.2 or later.
● See this document if the computer targeted for installation has (or has had in the past) Dell Access installed. Dell Access is
not compatible with this suite of products.
All Clients - Protection Status
A new method for deriving a device's protected status has been implemented in the Dell Server v9.8.2. Previously, the Endpoint
Protected Status area in the Management Console's dashboard would only denote the state of Encryption per device.
As of Dell Server v9.8.2, Protected status is now denoted if any of the following criteria have been met:
● Advanced Threat Prevention is installed and enabled.
● Web Protection or Client Firewall is installed and either Web Protection or Client Firewall's policy is enabled.
● Self-Encrypting Drive Manager is installed, enabled, and the PBA is enabled.
● Full Disk Encryption is installed, enabled, and the PBA is enabled.
● BitLocker Manager is installed, enabled, and encryption has completed.
● Dell Encryption (Mac) is installed and enabled, and Encrypt Using FileVault for Mac has been enforced.
● Dell Encryption (Windows) is installed, enabled, Policy-Based Encryption has been set for the endpoint, and device sweeps
are completed.
Dell Encryption Troubleshooting (client and server)
Activation on a Server Operating System
When Encryption is installed on a server operating system, activation requires two phases of activation: initial activation and
device activation.
Troubleshooting Initial Activation
Initial activation fails when:
● A valid UPN cannot be constructed using the supplied credentials.
● The credentials are not found in the enterprise vault.
● The credentials used to activate are not domain administrator's credentials.
Error Message: Unknown user name or bad password
19
Troubleshooting 103