System becomes unresponsive during preboot authentication on a Dell system fitted with a SanDisk X300 SSD

Technical Articles ID: KB86226
Last Modified: 2/5/2020

Environment

McAfee Drive Encryption (DE) 7.1.x

SanDisk X300 Solid State Drive (SSD)

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

Problem

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

The preboot file system then becomes corrupted, preventing users from accessing Windows.

Users see this intermittent issue on Dell models that are fitted with the SanDisk X300 SSD.

The following error displays at preboot:

Fatal Error: [0xEE0D0001] Failed to read registry file

Cause

Both SSDs listed above are related to a firmware issue. The SSD cache is flushed only if the drive is in an Active State, which is determined with a simple counter. If the drive is deemed idle, it will not flush the cache; more importantly, this state is determined at an OS level which the DE preboot is not.

Solution

Customers incurring this issue must contact Dell Technical Support.

For the SanDisk X300 SSD, a patch is available that will stop the Active/Idle state and will always flush the cache.

Affected Products

Drive Encryption 7.2
Hardware

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English United States
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System becomes unresponsive during preboot authentication on a Dell system fitted with a SanDisk X300 SSD

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System becomes unresponsive during preboot authentication on a Dell system fitted with a SanDisk X300 SSD

Environment

Problem

Cause

Solution

Affected Products

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