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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05511960

Version: 1

Advisory: HP EliteBook G4, ProBook G3, and ZBook G4 - Computer Cannot Boot After Encrypting NVMe Drive with McAfee Drive Encryption in UEFI Mode

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 : 06-May-2017

Last updated : 08-May-2017

DESCRIPTION
After deploying McAfee Drive Encryption to client computers that have an NVMe drive, the computers may not boot after activation. When this occurs the computer exhibits one of the following symptoms:
Symptom 1: The computer hangs with a black screen.
Symptom 2: The computer hangs and displays the following error after entering credentials at the pre-boot authentication screen:
Figure : Unexpected exception in EpeUefiBootcode.cpp: [0xEE020001]
Unexpected exception in EpeUefiBootcode.cpp: [0xEE020001]
In some cases the drive can be unlocked using McAfee EETECH or DETECH utilities to emergency boot the computer.
In other cases EETECH is unable to connect to the drive. In the cases where EETECH can't read the disk information the following error may be seen by the user running DETECH.
DETECH could not locate the Windows bootloader.
Emergency boot failed.
They may also see the following error in the top of the screen.
Posting PBExchange data to address [0xc1759000].
If the drive cannot be unlocked using the McAfee utilities it will have to be re-imaged to recover.

SCOPE
Information in this document applies to the following:
Computers:
  • HP EliteBook 725 G4 Notebook PC
  • HP EliteBook 745 G4 Notebook PC
  • HP EliteBook 755 G4 Notebook PC
  • HP EliteBook 820 G4 Notebook PC
  • HP EliteBook 840 G4 Notebook PC
  • HP EliteBook 850 G4 Notebook PC
  • HP EliteBook x360 1030 G2
  • HP Pro x2 612 G2
  • HP ProBook 640 G3 Notebook PC
  • HP ProBook 645 G3 Notebook PC
  • HP ProBook 650 G3 Notebook PC
  • HP ProBook 655 G3 Notebook PC
  • HP ZBook 14u G4 Mobile Workstation
  • HP ZBook 15u G4 Mobile Workstation
  • HP ZBook 17 G4 Mobile Workstation
  • HP ZBook Studio G4 Mobile Workstation
Operating Systems:
  • Microsoft Windows 10 Home (64-bit)
  • Microsoft Windows 10 Enterprise (64-bit)
  • Microsoft Windows 10 Pro (64-bit)
  • Microsoft Windows 10 Pro (32-bit)
  • Microsoft Windows 10 Home (32-bit)
RESOLUTION
Recover the computer using McAfee EETECH or DETECH. If that does not work, the drive must be re-imaged.
Prevent the issue by upgrading to Drive Encryption version 7.2.x (or later) from McAfee and updating the ePO server with the latest hardware compatibility settings file (version 63 or later). The hardware compatibility settings file is available from McAfee KB81900:
https://kc.mcafee.com/corporate/index?page=content&id=KB81900
After updating the ePO server and compatibility file McAfee Drive Encryption can be successfully deployed to computers that have NVMe drives.

Hardware platforms affected : HP EliteBook 725 G4 Notebook PC, HP EliteBook 745 G4 Notebook PC, HP EliteBook 755 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP EliteBook x360 1030 G2, HP Pro x2 612 G2, HP ProBook 640 G3 Notebook PC, HP ProBook 645 G3 Notebook PC, HP ProBook 650 G3 Notebook PC, HP ProBook 655 G3 Notebook PC, HP ZBook 14u G4 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05511960

© Copyright 2020 HP Development Company, L.P.
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.

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