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Kudos0

How to fix encryption

Posted: 24-Feb-2023 | 9:45PM · 17 Replies ·

Has anyone had a problem where Norton encrypts an external hard drive?  For some reason "my Passport" external drive appears to be encrypted. All files end with a "*" and there is an "*" within the file name. For example, the usual JPG file now shows JPG* file, an MP4 file is now MP4*

I have Norton 360 Premium subscription.  I have an HP laptop.The timing of this problem appears to be about the time I renewed my subscription. I also recall getting a message that my device was almost out of storage and I then tried to plug in a different backup device (Seagate external drive - which I got an error and couldn't access any data on the Seagate)....could this be a coincidence and mess up my files.

I can still save and then access new documents/files on the my passport. I took it to a Computer service and they believe it's an encryption issue.

I am the only "administrator" and user on my PC.

HELP! Does anyone know how I can 'unencrypt' or open my files...pictures, videos, documents, etc.?

Replies

Kudos0

Re: How to fix encryption

Posted: 25-Feb-2023 | 6:00PM · Permalink

Hello. What is your OS and its version / build? My question is have you asked HP support about your issue and at any point. Did you ever have Bitlocker / drive encryption enabled on the Passport drive and/or PC with a password? That is the most likely scenario because Norton will not add the file attributes you are describing during a backup session. Try this, create a new and small 2-3 file backup set on the passport drive to see if the files show with the attributes you are seeing now. ? 

I purchased a new HP laptop last year then decided to replace the old 5400 rpm HD with an NVME SSD. I was going to allow the original HD to remain as pure storage. I however found that with the original HD still installed, the computer would NOT allow me to see the SSD to reinstall Windows 11. Although Windows 11 Home DOES NOT have drive encryption as a feature, HP tailored their factory image so that through "Group Policy" drive encryption was indeed enabled. I had to remove the original HD and still cannot access it or format it.

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 26-Feb-2023 | 8:17AM · Permalink

Thank you for responding.  I have windows 10 home; installed on: 8/16/2020; OS Build 19045.2604 WIndows Feature Experience Pack 120.2212.4190.0 

I haven’t tried HP Support. I have never used Bitlocker / drive encryption enabled on the Passport drive and/or PC with a password. 

I think somehow Norton popped up, or it was about the same time I plugged in  a second backup drive (that was not working). Could I have accidentally done this?
I took it to a local computer shop but they couldn’t help me – they just thought it was encrypted because you can still see the files, etc.

I am able to copy files to the passport and open them.  I just can’t access any of the files that were already on the passport.

If you have any suggestions I would appreciate it.

I can try HP support.

Kudos0

Re: How to fix encryption

Posted: 26-Feb-2023 | 12:10PM · Permalink

Were you in the middle of the backup with the HP when you plugged in the second HD?

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 26-Feb-2023 | 4:52PM · Permalink

I don't believe so. I don't usually back up my entire laptop files. I backup specific files to the 'passport', and I could have been creating a backup of a specific program (Quickbooks) when I plugged in the second HD.

Kudos0

Re: How to fix encryption

Posted: 26-Feb-2023 | 9:53PM · Permalink

On second thought, I was likely backing up my Quickbooks file onto the passport when it said I was almost out of storage. I probably did try the Seagate drive at that time...

Kudos0

Re: How to fix encryption

Posted: 27-Feb-2023 | 7:23AM · Permalink

That is the most likely cause of the issue. Plugging in a second drive could have caused backup to become unstable about where to continue sending files. Have you checked both devices to ensure they are not infected in some way? That would be the next suggestion.

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 27-Feb-2023 | 6:42PM · Permalink

I have done a scan on them via Norton and it comes back clean - no viruses detected.

Kudos0

Re: How to fix encryption

Posted: 28-Feb-2023 | 5:39AM · Permalink

What I hve read suggests the files in question are corrupted. They are remnants of the failed backup that was in progress. Do the files show a file size or are they just 0 bytes? Do you have these files backed up in another location or in the cloud? If so that would be the best source to recovery.

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 28-Feb-2023 | 6:46PM · Permalink

All of the files show a size; If I try to rename a file, i get an error that indicates that I need permission from Administrators to change the file.

Is there a way to change the permission?

Any suggestions?

Kudos0

Re: How to fix encryption

Posted: 01-Mar-2023 | 6:11PM · Permalink

You're logged in to the computer with admin account credentials? Does it offer you any way to enter those credentials?

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 01-Mar-2023 | 7:25PM · Permalink

I want to thank you for trying to help me. I really appreciate it.

Yes, I  am the administrator.  However, I decided to log in to my online microsoft account and I looked at my device profile.  I see that Bitlocker data protection has a checkmark next to it.  Is that my problem? My passport does not ask me for a recovery key; but could this be part of my problem? 

Kudos0

Re: How to fix encryption

Posted: 02-Mar-2023 | 4:42AM · Permalink

Bitlocker appears to be the issue because you were backing up encrypted files. Norton DOESN'T play well with backing up those files types. Here are some things you can look at: https://learn.microsoft.com/en-us/powershell/module/bitlocker/disable-bi...

Bitlocker being enabled SHOULD at some point given you a recovery key. Here is where to possibly locate it:

https://support.microsoft.com/en-us/windows/finding-your-bitlocker-recov...

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 03-Mar-2023 | 1:02PM · Permalink

Look at the section of this article labeled "Turn Off BitLocker for a Removable Data Drive in BitLocker Manager" and give it a go. As stated earlier, Windows 10/11 Home version supposedly doesn't have drive encryption. HP enables it in Windows 10/11 by editing their Group Policy within their installation image. I found this to be the case with a new laptop purchased last year. I didn't have the recovery key because one wasn't ever created by me. Nor was presented when I setup the laptop. That may become the issue on your side as well. I was upgrading to an SSD and have to remove the HD completely before the BIOS would allow me to see, format and reinstall Windows 11 on the SSD. 

https://www.tenforums.com/tutorials/36701-turn-off-bitlocker-removable-d...

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos1 Stats

Re: How to fix encryption

Posted: 05-Mar-2023 | 8:02PM · Permalink

Sorry for delayed response -been out of town. Thank you for this information.  I will take a look. I don't know if i understand all of this as I am not that technical.

I wonder if there is a service provider that can help with this?

Kudos0

Re: How to fix encryption

Posted: 16-May-2023 | 1:41PM · Permalink

@Phylko Following up, can we assist further?

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: How to fix encryption

Posted: 16-May-2023 | 6:50PM · Permalink

No I have been unsuccessful.  I even took it to a computer company that specializes in data recovery.  I just heard back that they can not recover the information because of the encryption.  Somehow they say it's a mcafee-type encryption (which I was told before by another company) and they can't unencrypt the files. 

Kudos0

Re: How to fix encryption

Posted: 16-May-2023 | 8:04PM · Permalink

Thanks for the post back. Since your external drive is Seagate lets give their tools a go to see what results we get. Download their drive manager at the link below. It should be able to see the drive and have functions to decrypt it.

https://www.seagate.com/content/dam/seagate/migrated-assets/staticfiles/...

Some other links at Seagate that may be helpful:

https://www.seagate.com/support/kb/seagatemaxtor-manager-encryption-and-...

https://www.seagate.com/support/downloads/seatools/

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions