SafeGuard Base Encryption Viewer reports error 3610 / 3611 when trying to access a drive

  • Article ID: 118850
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  • Updated: 06 Jan 2014

Issue

SafeGuard Base Encryption Viewer reports error 3610 or 3611

Error Type: Encryption, SGN Error: 3611 - 
Backup of KSA on Volume x: corrupt.
Please contact the SGN Security Officer or the Windows Administrator

First seen in


Sophos Disk Encryption 5.61.0
SafeGuard Easy 6.00.1
SafeGuard  Device Encryption 6.00.1

Cause

The backup Key Storage Area (KSA) of an encrypted partition was corrupted and accessing the drive relies on the primary Key Storage Area only.
Root cause for a defective Key Storage Area is mostly a physical defect of the hard disk itself or a shrinked volume where the backup KSA falls out of the partition size.

Error ID 3610 is referring to the primary KSA, while Error ID 3611 is referring to the backup KSA.

What To Do

Although partitions can be accessed with only one healthy Key Storage Area, we recommend to create a backup of the data and re-install the SafeGuard Client. This should go along with a thorough check of the hard disk (Checkdisk) or maybe an exchange of it (in case of a physical defect). Repairing a defective Key Storage Area is not possible

Caution: Should the second KSA also fail, data on the partition will no longer be accessible!

 
If you need more information or guidance, then please contact technical support.

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