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System becomes unresponsive before preboot authentication on an HP Pavilion DV7
Technical Articles ID:   KB84492
Last Modified:  3/13/2017

Environment

McAfee Drive Encryption (DE) 7.1.1, 7.1.0

Hewlett Packard (HP) Pavilion DV7 (Intel® chipset), BIOS f.1c(2.7)

For details of DE 7.1.x supported environments, see KB79422.

Problem

Users are unable to authenticate at preboot after successfully installing DE, encrypting the hard disk, and restarting.

During startup, a blank black screen is displayed instead of the expected DE preboot authentication prompt.

The system stops responding before preboot authentication can be displayed.

The issue occurs on the HP Pavilion DV7.

Solution

This issue is resolved with DE 7.1 Patch 3 (DE 7.1.3).

NOTE: HP Pavilion DV7 requires default IRQ handlers to be disabled and aligned memory access to gain access to the PreBoot Authentication screen. The details to avoid this problem were added to Compatibility XML (Version 11) and later, which is attached to KB81900. The fix is also included after checking in the DE 7.1.3 and later packages.

Patches are cumulative; therefore, Technical Support recommends that you install the latest one. For information about the latest releases, refer to supported environments article referenced in the Environment field above.

McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.

NOTE: You need a valid Grant Number for access. KB56057 provides additional information about the Product Downloads site, and alternate locations for some products.

Workaround

 

 

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