Loading...

Knowledge Center


Client always shows the System State as Inactive (MfeEpe.log: incompatible product(s) were found: HP ProtectTools)
Technical Articles ID:   KB84990
Last Modified:  12/26/2017

Environment

McAfee Drive Encryption (DE) 7.1.x

Hewlett Packard (HP) ProtectTools

Microsoft Windows 7

Problem

You are unable to activate a system that previously had HP ProtectTools installed. HP ProtectTools was successfully removed using Add/Remove Programs.

DEGO did not report incompatible products found.

Client side shows:
The user sees on the client the following in the Encryption System Status window, even though the encryption policy was activated in ePolicy Orchestrator (ePO):
 
System State
Inactive
Volume Status
No volume information
Progress
Progress bar shows no encryption activity

ePO Console shows:
The administrator sees the Client System Details showing for Drive Encryption:
 
State
In-Active

Clicking More, Disks shows the following message:
 
No details available, as Drive Encryption is not Active

Problem

MfeEpe.log records the following errors:
 
INFO StatusService Activation has started
..    
ERROR MfeEpeCoreEncryptionPlugin INCOMPATIBLE PRODUCT(S) DETECTED! The following incompatible product(s) were found: HP ProtectTools
WARNING MfeEpeCoreEncryptionPlugin INCOMPATIBLE PRODUCT(S) DETECTED! The following incompatible product(s) were found: HP ProtectTools
ERROR StatusService Activation has failed: Incompatible products found
ERROR EpoPlugin userHandler: failed to process batched user data response: [0xEE010003] INCOMPATIBLE PRODUCT(S) DETECTED! The following incompatible product(s) were found: HP ProtectTools
ERROR StatusService Failed to process a batch of user data received

Problem

The Windows application event log records the following error:

NOTE: This error is only seen when the MSI fails to trigger and the only error reported is in this log.


The Windows Application Event log records the following errors
 
Log Name: Application
Event ID:
10005
Source:
MsiInstaller
Level: Error
Description Product: McAfee Drive Encryption -- To install McAfee Drive Encryption, you must first uninstall Drive Encryption for HP Protect Tools.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
  <Provider Name="MsiInstaller" />
  <EventID Qualifiers="0">10005</EventID>
  <Level>2</Level>
  <Task>0</Task>
  <Keywords>0x80000000000000</Keywords>
  <TimeCreated SystemTime="2017-12-21T12:13:13.000000000Z" />
  <EventRecordID>2514165</EventRecordID>
  <Channel>Application</Channel>
  <Computer>BL-LAP008.bristollab.local</Computer>
  <Security UserID="S-1-5-18" />
 </System>
<EventData>
  <Data>Product: McAfee Drive Encryption -- To install McAfee Drive Encryption, you must first uninstall Drive Encryption for HP Protect Tools.</Data>
  <Data>(NULL)</Data>
  <Data>(NULL)</Data>
  <Data>(NULL)</Data>
  <Data>(NULL)</Data>
  <Data>(NULL)</Data>
  <Data>
  </Data>
  <Binary>7B44344233394546342D394230432D343333462D383035342D4241364545333030373634437D</Binary>
  </EventData>
</Event>

Cause

The HP ProtectTools uninstall program has not fully deleted all ProtectTools components. DE 7.1.x has detected the components and prevents the system from being activated.

Solution

Customers must contact the vendor to have the uninstall program issue resolved. Only after ProtectTools has been fully removed does DE activate. Any remnants cause the activation of DE to fail.

IMPORTANT: Deleting the ProtectTools folder under the Windows Program Files manually activates the Encryption; but, it can lead to a subsequent System Crash (blue screen).

NOTE: HP ProtectTools includes the following product suites:
  • Credential Manager for HP ProtectTools
  • Java Card Security for HP Protect Tools
  • Drive Encryption for HP ProtectTools
  • Smartcard security for HP ProtectTools
  • Embedded Security for HP ProtectTools
  • BIOS Security for HP ProtectTools
  • HP ProtectTools Security Manager

Rate this document

Languages:

This article is available in the following languages:

English United States
Japanese

Glossary of Technical Terms


 Highlight Glossary Terms

Please take a moment to browse our Glossary of Technical Terms.