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Enterprise Edition Administrator Guide 181

Miscellaneous FAQs

Question

I moved the cloud provider’s sync folder to Program Files, and now I cannot decrypt the files that are being downloaded to

my sync folder from the cloud.

Answer

By design, the Program Files folder or other excluded folders are unprotected, based on policy. DDP|CE will not decrypt

any files downloaded to this folder or its subfolders.

Solution

Unlink or uninstall the sync client and move the sync folder back to its default location or to an alternate managed

location.

NOTE:

For a list of managed and unmanaged locations, contact your Administrator.

Question

I had some archived .xen files, and I copied them to my desktop. Some of them decrypted, but others did not.

Answer

During a sync, DDP|CE is designed to decrypt directly to the Sync folder or decrypt when downloading through a web

browser. For files that have been copied from another location, use Windows Explorer and move the .xen file into the sync

client folder to be decrypted. In the system tray, click the Cloud Edition icon and then select Details. Locate the .xen file

and its key to determine if that provides any information.

Solution

Move the .xen files into the Sync folder to have them uploaded into the cloud. Then, they will be decrypted locally.

Question

I renamed my computer. Now, I am not getting any policy updates, and I am not encrypting into the cloud.

Answer

Currently, the Server only recognizes the endpoint against which you originally activated. If you change the endpoint

name, the Server will not recognize the location for sending the policy and DDP|CE will not perform as expected.

Solution

Uninstall DDP|CE and then reinstall. You must have Administrator rights to uninstall.

Activate the same user again.

NOTE: Ensure that you stop syncing files to the local computer before you do this, or you will run the risk of having valuable data become

unprotected in the cloud or possibly deleted.

Question

On suspended Windows devices, when I try to upload files into the cloud, nothing happens. When I close the windows

that were already opened, an error message states, Access Denied.

Answer

The error message is not from DDP|CE. You can access the files locally but will not get future updates to the files.

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Dell Data Protection | Encryption Guía de usuario Pagina 181