Technical support

When booting PC a White Box is displayed and Windows does not start
Article ID: KB472 email a link to this article


This problem should only occur when you are running a ESET Endpoint Encryption version earlier than client v4.9.2, if you are not, please contact support.

The workstation is running Windows 10 which is encrypted with Full Disk Encryption.  When booted the user is prompted for and enters their credentials.  The workstation displays an empty white box above the DESLOCK ENCRYPTION BY ESET text and Windows does not load.  If the system is left for a few minutes it returns to asking for the Full Disk Encryption username and password.

The screenshot below shows the display that occurs:


There was a problem with previous releases of Windows 10 which could cause the data in the EFI System Partition to become corrupted when using third party software that modifies the partition from outside of Windows such as DESlock+.  In some instances, this can cause the operating system to be unable to start.  This problem has been resolved in the Fall Creators Update (build 1709) release of Windows 10.  


In DESlock+/ESET Endpoint Encryption client v4.9.2 the software has been refactored to not make any modification to data on the EFI System Partition during boot.  This will circumvent the issue when using previous versions of Windows 10 and protect from the problem reoccurring in the future.

To prevent the problem from occurring ensure that you are using the Fall Creators Update of Windows 10 and DESlock+/ESET Endpoint Encryption client v4.9.2 or later.

If your system is currently affected by this issue, then the following steps may resolve the issue:

1. Take a full sector level backup of the disk in its current state: KB70 - How do I perform a full sector by sector backup of my hard drive?

2. Boot the machine using the Windows installation media, click Next, then click the Repair my computer link. Select Troubleshoot and launch the Command Prompt.

Enter the following commands exactly to see if there is any problem with the file system (this assumes the Y drive letter has not been used by the system already):

mountvol Y: /s
chkdsk Y:

3. If the command reports that error have been found you can attempt repair by using the chkdsk command again with switches:

chkdsk Y: /r /f

4. Reboot the machine, enter the Full Disk Encryption credentials and see if Windows loads correctly.

5. If Windows fails to load then decrypt the system using the steps detailed here: KB346 - Full Disk Encryption Recovery Overview

6. Windows 10 should provide repair options automatically when it starts.  Once the system is recovered ensure it is updated with the latest Windows updates then re-encrypt using DESlock+/ESET Endpoint Encryption client v4.9.2 or later.

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