we saw a similar problem at a customer. They were not able to decrypt the disk with a WinPE environement, even this worked fine with other systems or drive encrytion versions.
The did the following.
1) Booting the system with the EETech USB Stick
2) exported the encryption key from EPO to authenticate in the PreBoot.
Check the Disk information button if you can see the drive information. If yes, ask support for the "manual decryption information". In some cases you have to enter the start sector of your disc system to decrypt. But normally this should work.
Click the "Disk Information" button to see if there are encrypted disks. If yes you should be able to decrypt the disk.
Hope this helps,
PS: i have this document, but i do not know if it is public.
Thanks for the quick response
Can you tell me how do I get this EETech USB stick and how to carry out step 2 in your message above?
the tool is included in your drive encryption download. Just logon to the Portal with your grant number. Under Drive Encryption you can download the tool. Just start it and prepar an USB stick with the tool. It´s real easy going.
Step 2: Logon to EPO, mark the System, and in the menu click..... Export recovery Information.
(At the Moment i´m travling by train, so i have no EPO Server for any screenshot).
Troja, thanks again for the replies
I'm a bit green when it comes to the lingo for all this....
where would I get the drive encryption download you refer to? would you have a chance to step through it for me please?
The laptop came pre loaded with all the software
Your IT department would have it, along with the key etc - This is not something you can fix without their support.