HP encrypted drive :Unable to unlock media

Question

Hello,
I have encountered a problem which caused me unable to access my laptop.
When i start my pc yesterday, after key-in my password at WinMagic screen(which is the screen before Windows start), then a pop-up shows "Unable to unlock media, please re-try after the computer restart"
So i did, but the outcome are the same with same pop-up message.
I tried searching on google and found one relevant case saying that i will have to leave my lappy for 4 days, 2 for the drive itself to encrypt and 2 for itself to decrypt.
Other case says that only HP recovery can help to restore my access yo Windows.
I do not have recovery file and that i do not want to lose all my data, please advise me what to do to resolve this issue.
Thanks so much.

Answer 1

I logged a support ticket about this issue. This is what i got back after a couple of weeks. I never went thourgh the whole thing as the user i had the issue with just backed all there data up and we whiped the drive and reinstalled. But see the below. The username and password probably dont work anymore but you can atleast use the below to get hp to help out. Sorry i dont have the file anymore from that ftp either. There are alot of images that go with the below as well but i just copyed the text. Thank you for contacting HP Customer Care Centre.This e-mail is in reference to theWe appreciate your patience while troubleshooting and resolving the issue. Issue: Drive Encryption Issue Please try the below steps and download the tool from the below link:    FTP Access  :     ftp://temps2er:[email protected]     Drop Box Host:    h2.usa.hp.com  (15.201.164.55, Failover: 15.240.92.59)    Login:            temps2er    Password:         ma!PC3zp  (NOTE: CASE-sensitive)Its strongly recommended that the hard drive is backed up prior to repairing. This is an encrypted hard drive and will need to be backed up with a disk duplicator or drive dock, performing a sector by sector copy to another hard drive.Obtain the SDWmgRecovery.exe tool and SD WinPE ISO from Third Level support.Attach the encrypted drive as a secondary drive to a computer with Windows 7 (x64 bit) or Windows 8.X (x64 bit) that can boot to Windows.Once the drive is attached determine which driveletter is the encrypted drive and where the WinMagicSECURDOC.WMG file is located. Typically this is a hidden file and an OS file so check the file attributes to view and make a note of the path and the filenameWMG file.
Figure 3. WMG FileRun SDWmgRecovery from a CMD prompt in Windows with no switches and note the message it reports. If the report indicates the WMG file is contiguous and linked correctly, then proceed to step 6. Otherwise proceed to step 5.
Figure 4. WMG File contiguous and linked correctly message
NOTE: If help is required for proper switch usage, refer to Figure 5.
Figure 5. Switch usageThe following command repairs the SDSpace and re-links the MBR:
SDWmgRecovery -w "g:\WinMagicSECURDOC.WMG " - f (Assuming G:\WinMagicSECURDOC.WMG is the location of the WMG file).
NOTE: Forcing the update should not harm the hard drive. It it recommended to run the -f command to verify linking.After the initial error is corrected, install the drive back into the original computer, attempt to boot from the disk and login to Windows. At this time, the unit may start and allow a sucessful login. If this occurs the repair is completed. However, the computer may display a BCD error. If one of the following BCD errors are displayed, continue to step 7:
Boot\BCD error Status: 0xc0000098
Or
Boot\BCD error Status: 0xc000000fTo resolve the BCD Error, obtain the SD WinPE bootable disk ISO from third level support. Boot from this CD in the computer with the encrypted drive installed as the primary hard drive.
NOTE: For Microsoft Windows 8 and 8.1 computers, disable Secure Boot within the F10 BIOS setup. Also switch the Mode from Native to Hybrid to allow the computer to boot from the CD.Navigate to the TBLauncher.
Figure 6. TBLauncherRun the SecureDoc Recovery Plugin then click the users drive in the Disk Status screen (Usually Disk 0) to expand the drive and show all the partitions. One drive partition should show a key by it at this time. If it does not, as shown in Figure 7, perform steps 2 – 5 again, or you may want to engage 3LS for assistance.
Figure 7. SecureDoc RecoveryUnlock the encrypted partition. Use one of the following methods to unlock the encrypted partition.Use the customer´s login name and password to unlock it.Use the original backup DAT file to unlock it using the following steps:a. Select or highlight the encrypted partition.Click the Unlock buttonSelect the correct Disk, User, and enter the customer´s password or click the keyfile tab and specify the location where their backup.dat file is located.
Figure 8. Location of status and disk
Figure 9. Select disk and enter passwordOnce the encrypted drive is unlocked, the following message will be displayed:
The media was unlocked successfully
Figure 10. Unlocked messageFrom TBLauncher, Run the Q-DIR utility and verify which drive is the System Partition, and the proper path to the Windows folder. Typically the C partition is the System drive, and d:\Windows is the path to the Windows folder but this can vary from drive to drive.
Figure 11. Q-Dir utilityFrom the TBLauncher, launch a CMD prompt and use the following command to repair: (Assuming the C drive is the System partition, and the D drive has the Windows folder on it).
Bcdboot d:\windows /s c:
Figure 12. Repair commandEnsure the message "Boot files successfully created." is displayed after running the BCD Boot command. If the message was not displayed, review the previous instructions , the drive was not unlocked or the command may have pointed to the wrong drive letters and paths with the switches.
Figure 13. Success messageIf a successful message is displayed shutdown.If any F10 settingswere changed in step 7, configure them back to theoriginal settings.
NOTE: Do not restore defaults.Start the computer and attempt to login to Windows.