Windows update causing DDPE encrypted machines to crash or BSOD

Article Summary:

Windows update causing DDPE encrypted machines to crash or BSOD


Customers with Dell Data Protection| Encryption (DDP|E) encrypted machines are experiencing systems crashes, BSOD, black screen and CMG Recovery windows after applying Windows updates released Tuesday, July 8th, 2014.

Customers will not able be to load the SDE keys or will get the CMG Shield Black screen of death.

When supporting these customers it is crucial that you collect the information below.


An SDE recovery is sufficient to re-authorize access to the SDE keys and regain boot ability of the system.

If there is an opportunity after SDE recovery, collect the following critical Information:

  • Shield version the customer is on
  • Updates that were applied
  • OS version, service pack and if (32/64 bit)
  • Office versions that are running

Send the information to Dell|Credant team at

The following customer information must be included:

  • User’s Name:
  • DELL Service Tag:
  • DELL Case Number:
  • Ship to Email:
  • Telephone:
  • Original Purchase Order Number:
  • Operating System and Architecture (32-bit or 64-bit): 
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Topic Information
  • Topic #: 9158-1055
  • Date Created: 07:10:2014
  • Last Modified Since: 07:10:2014
  • Viewed: 1925