Decryption does not show progress

[jbravolux]

Hi
I am trying to upgrade from Windows 8.1 to Windows 10.

However, I have HP drive encryption that is preventing me to upgrade.
During the Windows 10 Setup, it asks to “Uninstall this app now because it isn’t compatible with Windows 10”.
I click on Uninstall and the Windows 10 Setup gives the message “Disable the Drive Encryption from HP Security Manager, before uninstalling the HP Drive Encryption”.
I then went to “HP Client Security”>Data>Drive Security and I unticked Windows (C:).
The Decrypting shows no progress for days.

I have tried to uninstall HP Drive Security from the Control Panel and I get the message:
“Disable the Drive Encryption from HP Security Manager, before uninstalling the HP Drive Encryption.”

Nothing seems to work.

Why is the decyption not progressing?

[IT_WinSec]

Hello @jbravolux 

Thank you for posting in the HP Support Community.

Thank you for the detailed description, this is appreciated !

What you experience with regards to the Windows upgrade is normal. The problem here is not the HP program itself, it is the encryption layer. If the PC partitions are encrypted, Windows cannot mess with them during the Windows upgrade process which is time consuming and complex.

• Usually the decryption takes less than 1 hour, may be more but definitely less than 1 day. If it appears to be stuck, I recommend you RESTART your Windows computer and try again. Here is how to restart Windows 8/8.1 >> https://www.wikihow.com/Restart-Windows-8

• After you restart it, please attempt again to decrypt the drive.

If decryption is unsuccessful / stuck again, there will be no other way besides Windows complete re-installation ,a.k.a.  Windows 10 clean installation, in your case. If you end up doing clean Windows installation which includes deleting everything from the drive, please let me know and I will provide assistance/steps.

For security reasons, no encryption software (including HP Drive Encryption) can guarantee 100% successful decryption of the data due to the complexity of the issue. This is common with any software like that - I work in the cyber security field and I have seen it with many vendors. Decryption process can fail due to the following reasons:

- corrupted file system (may be caused by malware of corruption itself)

- corrupted encryption program

- corrupted hardware - hard disk drive (HDD) or solid state drive (SSD)

• I suggest you try to reinstall HP Drive Encryption software from here >> https://ftp.hp.com/pub/softpaq/sp76501-77000/sp76784.exe

Install/reinstall/repair the program. After that, restart the PC again. Try to decrypt...

• Test the PC for hardware issue - test the storage device using the built-in diagnostics (F2) - here are instructions >> https://www.youtube.com/watch?v=6JXUp43ahHA

Let me know how it goes.

Looking forward to your update/feedback/news,etc...