System becomes unresponsive after preboot authentication on a Toshiba Z30c (after entering the user pin with PIV authentication)

Technical Articles ID: KB87931
Last Modified: 2024-01-06 09:44:47 Etc/GMT

Environment

Drive Encryption (DE) 7.x
Toshiba Z30c (BIOS Version 5.8 - 6/20/2016)

For details of DE-supported environments, see KB79422 - Supported platforms for Drive Encryption 7.x.

Problem

After successfully installing DE, encrypting the hard disk, restarting, and successfully authenticating, the system becomes unresponsive after entering the PIV card and the pin number.

The above is seen on a Toshiba Z30c that had the BIOS version 5.8 (June 20, 2016).

No issues are seen on the same model when the administrator assigns the Password Only token to the user.

Cause

Installed and activated DE on a model that has an older BIOS version. Later BIOS versions often include fixes that were present when the laptop or desktop was first released.

Solution

Update the BIOS on the Toshiba Z30c to version 5.90.

See the latest BIOS update.

IMPORTANT:

General advice to customers with preboot issues: Always first download and update the problem system with the latest BIOS that the manufacturer has provided. The following are examples a BIOS update can resolve:
- Mouse or Keyboard fails to function
- Erratic mouse movement
- Blank (Black) screen
- Repeated reboots that return the user to the preboot screen
Although some preboot issues require a firmware update to resolve the issue, some issues are also resolved by the Product Development team. This is achieved by updating a compatibility XML file and setting flags to check the system compatibility before the preboot screen is even displayed.

For more details, see KB81900 - How to use the Hardware Compatibility Settings tool for Drive Encryption.

Related Information

Also see the following related articles:

Affected Products

Drive Encryption 7.2 (EOL)

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Knowledge Center

System becomes unresponsive after preboot authentication on a Toshiba Z30c (after entering the user pin with PIV authentication)

Environment

Problem

Cause

Solution

Related Information

Affected Products

Languages:

Title

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Knowledge Center

System becomes unresponsive after preboot authentication on a Toshiba Z30c (after entering the user pin with PIV authentication)

Environment

Problem

Cause

Solution

Related Information

Affected Products

Languages:

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