Disk Encryption troubleshooting

Keep in mind that Prey does not encrypt your hard drive, but rather instructs the native Windows BitLocker service to do this. You can review all devices compatible with Disk Encryption in your Dashboard.

I’ve run the Disk Encryption action, but nothing is happening.

    • Is your device compatible with BitLocker?

Prey requires your device to be running, at least, Windows 10, in either its Education, Professional or Enterprise editions. Additionally, the device needs to have a Trusted Platform Module (TPM) hardware installed and active.

    • Is the BitLocker service updated?

Prey requires certain services to be up-to-date in order to run BitLocker correctly. If you think this might be the issue, please run the following string in a command prompt with administrator privileges:

C:\Windows\Prey\current\lib\system\windows\bin\updater.exe -v=1.1.0

I can’t see my device’s encryption information / One (or both) of the keys are shown as unavailable

  • Did you encrypt your drive directly through BitLocker?

If that’s the case, Prey will attempt to retrieve both the encryption and recovery keys from the TPM hardware. Please click on the button to force Prey to attempt this recovery. If this does not work, please contact our Support team with the following information:

    • The device_key for the device that’s not able to execute actions (you can find this is in the address bar of your browser when in the Device view).
    • If you have access to the device, please include the Prey.log and Prey.conf files from the device you’re attempting to locate. You can locate them in the installation folder for the Prey client (by default C:\Windows\Prey)

Our team will get in touch with you within 24 working hours.

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