Full Disk Encryption Troubleshooting

This section covers basic troubleshooting.

Using CPinfo

CPinfo is used to collect data about components in the Full Disk Encryption environment on the client. We recommend that you send the collected data to Check Point for analysis.

If you do not enter an output folder, CPinfo collects data about components in the Full Disk Encryption Pre-boot environment on the client.

Run CPinfo if:

• Encrypting or decrypting fails on Windows.
• The selected disk or volume does not encrypt or decrypt.
• Full Disk Encryption related issues occur.
• You experience system issues or crashes.

CPinfo gathers:

• All files in the data directory.
• Installation log.
• File version data for executables.
• Registry values for Full Disk Encryption
• GinaDll, UpperFilters and ProviderOrder.
• SMBios structure.
• Installed application lists.
• Microsoft Windows Partition list.

To run CPinfo:

1. In the notification area, right-click the client icon.
2. Select Display Overview.
3. In the right pane, click Advanced.
4. Click Collect information for technical support.

   CPinfo opens in the command prompt.

5. Press ENTER to start.

   The information is collected. A window opens that shows the location of the cab file.

6. Press a key to exit CPinfo.

To Run CPinfo manually:

1. Open a command prompt.
2. Go to the CPinfo tool path location: cd \path\
3. Run CPinfo with output filename and folder:

   C:\path\>CPinfo.exe <output cab filename> <output folder name>

   For example: C:\path\>CPinfo.exe SR1234 temp.

   The CPinfo application stores the output to the designated folder.

   • If no output name is specified, the output file has the same name as the output folder.
   • If no output folder is specified, CPinfoPreboot saves the output file to the directory where the CPinfo tool is located.