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System becomes unresponsive during preboot authentication on Dell 5x50/7x50 when the Out of Band policy option is enabled
Technical Articles ID:   KB85469
Last Modified:  4/6/2017

Environment

McAfee Drive Encryption (DE) 7.1.0, with/without Patch 1, 2, or 3

Dell Latitude E5x50, E7x50

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.

The preboot authentication screen is displayed during a system startup after 10 or more seconds, but becomes unresponsive. Users are unable to use the mouse or keyboard to enter authentication details.

The issue has been seen on the specific computer models listed in the Environment field.

Cause

This issue occurs on systems that have the DE Out of Band (OOB) policy setting enabled.

Solution

This issue is resolved with DE 7.2.0, which is available on the Product Downloads site.

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

Disable the OOB policy setting.

For instructions on how to disable/enable OOB, refer to the "McAfee Drive Encryption out-of-band management" section of the Drive Encryption 7.1.x Product Guide (PD24867).

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