Windows 10 21H2 with Endpoint Security Cloud and FDE - Cannot access Windows

  • 28 November 2021
  • 1 reply

I have a trial installation of Endpoint Security Cloud - for which I am now unable to locate the activation code and thus am unable to access Kaspersky support - which experienced an error during installation on the first machine; rendering the machine unusable. It is a mission critical machine.


O/S: Microsoft Windows 10 21H2 November 2021 Update - Professional 64-bit, BitLocker Encrypted

Kaspersky Product: Kaspersky Endpoint Security for Windows; Kaspersky Network Agent

Reported Status: 

  1. Invalid Encryption Status of the Device
  1. Operation with the device prohibited
    Event type: Operation with the device prohibited Device category: Device Device type/Bus type: Hard drives Device ID: SCSI\DISK&VEN_SAMSUNG&PROD_MZ7LN256HCHP-000\4&1DA3EEA3&0&000000 Device VID/PID: DISK&VEN_SAMSUNG&PROD_MZ User: MJM-LT54110\defaultuser100000 (Initiator) Result\Decision: Block File name: C:\Windows\System32\dsrole.dll Result\Operation: Read


     During installation of Endpoint Security on the device, device froze for approximately one hour and was re-booted by the user. The device successfully rebooted; but after being shut down shortly afterwards, it returns an error at Windows Login stating the User Profile Service cannot be executed. No option for login using another Windows profile present on the device is allowed; despite having always been available previously. Additionally, no option for Windows recovery is allowed despite attempting to use recovery flash drive at boot.



  1. Is there a known work-around or resolution for this issue? Is this a known issue?
  2. How do I obtain my activation code to allow contact with Kaspersky via Company Account or Telephone Support Request? I am unable to retrieve the email containing that information.

Thank you in advance!

1 reply

Userlevel 6
Badge +3

Have you purchased the product and lost your activation code?
If purchased, did you receive the activation code by email?

If not, please contact your reseller.