We have a driver in place that watches the Windows Logon API for password changes for existing preboot/BootGuard users and then updates passwords for those preboot/BootGuard users when a change is detected. There are many reasons why this could break.
Was this working previously and suddenly stopped working? If so, when did you start noticing this?
Did you change any antivirus or antimalware policies, or migrate to a different anti-* program? Are there any other environmental changes recently?
Try checking to see if our 'password filter driver' (the driver responsible for our credentials change process) is registered. You do this by opening
Network and Sharing Center then clicking on
Change Adapter Settings, then hitting ALT and clicking on the Advanced > Advanced Settings in the top menu. In the new window that opens, go to the Network Provider tab and see if the PGPpwflt driver is listed there.
If the driver is registered, something external is interfering with our driver watching the Windows Logon API. If you can't figure what it is, open a case with support and they'll try to help you further. They also have a manual syncing tool that they may be able to give you to remediate the problem on demand.
Original Message:
Sent: 01-04-2021 10:05 AM
From: Unknown User
Subject: Password Incorrect Error
Hi,
We are using Symantec Encryption Desktop product and we have problem some of our users for a few days. The problem is that when we want to change our windows password, Symantec is recognize the old password of user. It is not working synchronized with windows. The user is following this way to change their passwords. CTRL+Shift+Delete > Change a Password. After changed our password when we restart our computer the first screen which is belongs to Symantec is keep saying "Password Incorrect" (But password is true). But when we enter the old password it directly opens the windows screen.
Our Symantec Encryption Desktop Software 10.4.2 MP5
Best Regards.