HP Commercial Notebook and Desktop PCs - Computer May Not Boot After Installing Certain Versions of Endpoint Encryption Removable Media Encryption With Secure Boot Enabled

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 31-Jul-2020

Last updated : 31-Jul-2020

DESCRIPTION

The computer may not properly boot after installing Symantec Endpoint Encryption Removable Media Encryption (RME) 11.3.0 with Secure Boot enabled, and if Virtualization-Based Security is running.

The following symptoms may occur:

Windows will fail to boot very quickly.
HP Logo may flash quickly on the screen 2 or 3 times.
Windows recovery mode error may appear as shown below.

SCOPE

The information in this document applies to the following:

This issue is not seen on all products as it is intermittent. When this issue is observed, then it is very consistent until secure boot is disabled. HP has identified that any commercial notebook, desktop, or workstation with a common core BIOS could potentially experience this issue as observed on commercial notebooks and desktop products.

Notebook computers:

HP EliteBook 830 G6 Notebook PC series
HP EliteBook 830 G6 Notebook PC Configurable Material
HP EliteBook 840 G6 Healthcare Edition Notebook PC series
HP EliteBook 840 G6 Notebook PC series
HP EliteBook 840 G6 Notebook PC Configurable Material
HP EliteBook 850 G6 Notebook PC series
HP EliteBook 850 G6 Notebook PC Configurable Material
HP EliteBook x360 1030 G3 Notebook PC series
HP EliteBook x360 1030 G3 Notebook PC Configurable Material
HP EliteBook x360 1040 G5 Notebook PC series
HP EliteBook x360 830 G5 Notebook PC series
HP EliteBook x360 830 G5 Notebook PC Configurable Material
HP EliteBook x360 830 G6 Notebook PC series
HP EliteBook x360 830 G6 Notebook PC Configurable Material
HP ZBook 14u G6 Mobile Workstation
HP ZBook 15u G6 Mobile Workstation

Desktop Computers:

HP ProDesk 600 G4 Desktop Mini PC
HP ProDesk 600 G4 Microtower PC series
HP ProDesk 600 G4 Small Form Factor PC

Operating systems:

Microsoft Windows 10 RS5 (Version 1809)
Microsoft Windows 10 RS4 (Version 1803)
Microsoft Windows 10 RS3 (Version 1709)
Microsoft Windows 10 RS2 (Version 1703)
Microsoft Windows 10 IoT (64-bit)
Microsoft Windows 10 China Government Edition
Microsoft Windows 10 20H1
Microsoft Windows 10 19H2 (Version 1909)
Microsoft Windows 10 19H1 (Version 1903)

RESOLUTION

To recover from this issue, perform the following procedures to troubleshoot the issues listed in the Description.

Procedure 1: Disabling Secure Boot in HP Computer Setup:

Disable Secure Boot in the BIOS.
This issue seems not to occur after disabling Secure Boot.
After re-enabling Secure Boot, the issue does not appear to return if Virtualization Based Security is not running.
Contact Symantec Enterprise Division support for further troubleshooting as per KB 194755 (in English).
.

note:
In some instances, Virtualization Based Security (VBS) will be disabled after you toggle secure boot, then the issue will not return. When enabling Secure Boot, Virtualization Based Security (VBS) will start running again and causing the computer to not boot. When this occurs, then it is required to disable Secure Boot, uninstall RME, or upgrade to a version of RME where the issue does not occur.

Procedure 2: Confirm the availability of the next release of the Symantec Endpoint Encryption software.

Refer to the following links.

Symantec Enterprise Division Support (in English)
https://knowledge.broadcom.com/external/article?articleId=194755 (in English)

Hardware platforms affected : HP EliteBook 830 G6 Base Model Notebook PC, HP EliteBook 830 G6 Notebook PC, HP EliteBook 830 G6 Notebook PC (Catalonia 1.0) Configurable Material, HP EliteBook 840 G6 Base Model Healthcare Edition Notebook PC, HP EliteBook 840 G6 Base Model Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 840 G6 Notebook PC (Crescent14 1.0) Configurable Material, HP EliteBook 850 G6 Base Model Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook 850 G6 Notebook PC (Crescent15 1.0) Configurable Material, HP EliteBook x360 1030 G3 Base Model Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC Configurable Material, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 830 G5 Base Model Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC (Oreti) Configurable Material, HP EliteBook x360 830 G6 Base Model Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP EliteBook x360 830 G6 Notebook PC (Okiwi) Configurable Material, HP ProDesk 600 G4 Desktop Mini PC, HP ProDesk 600 G4 Desktop Mini PC, HP ProDesk 600 G4 Microtower PC, HP ProDesk 600 G4 Microtower PC (with PCI slot), HP ProDesk 600 G4 Small Form Factor PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06712907

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

SUPPORT COMMUNICATION- CUSTOMER ADVISORY

HP Commercial Notebook and Desktop PCs - Computer May Not Boot After Installing Certain Versions of Endpoint Encryption Removable Media Encryption With Secure Boot Enabled

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