Pre-boot authentication screen repeatedly prompts for credentials (VERSION 5.0.0 ONLY)
On a UEFI system Full Disk Encrypted (FDE) with ESET Endpoint Encryption version 5.0.0, despite entering the correct pre-boot authentication credentials (FDE username & password), the system prompts you to immediately enter them again, failing to boot Windows correctly. This appears as though the system is 'looping'.
This image shows the 'bootloader' version number displayed in the bottom right-hand corner of the screen. If your bootloader version does NOT match this image (v2.3.62, ignore US or UM) then do NOT follow the solution in this article. Instead, contact ESET support for further assistance.
Either Windows or another software package has taken partial ownership of the OPAL disk in the machine, which causes ESET Endpoint Encryption to incorrectly assume that OPAL encryption is in use.
1. Ensure the system that requires recovery matches the criteria listed at the top of this article. Applying this solution inappropriately may cause further damage. If in doubt, create a support ticket HERE and a member of the support team will assist you.
2. As a precaution, ensure a sector-by-sector backup of the machine is taken before going any further. See this article for more details: KB70 - How do I perform a full sector by sector backup of my hard drive?
Follow the steps below to resolve the issue.
Step 1: Creating a bootable UEFI USB device on a different machine
We are providing a hotfix EFI script that will replace the v2.3.62 bootloader with the previous version. To apply this hotfix, please follow these steps:
Step 2: Recovering the problematic machine with the USB Device
Step 3: Confirming the USB script has replaced the bootloader
This issue will be resolved in the next version of ESET Endpoint Encryption.
If this has not resolved your issue, please contact ESET support for further assistance.