Knowledgebase
Error: "Open Protect Sys Failed" When Installing RollBack Rx or Reboot Restore Rx
Posted by Kurtis Smejkal on 31 May 2018

When you go to install our software, you may encounter an error message "Open Protect Sys Failed". This error message may appear when installing RollBack Rx Pro, RollBack Rx Home Edition, Reboot Restore Rx Pro, and Reboot Restore Rx.

Reason

This error message occurs when the two components of the software, the Windows Client and the Subconsole, are unable to communicate. When this happens, this is due to a 3rd party program or service, or Windows own proprietary services. In this guide, we'll detail what services may cause this error and how to best resolve this issue.

Drive Encryption

You may be using drive encryption to protect your data from unauthorized access. A feature of RollBack Rx and Reboot Restore Rx is that it will encrypt drives and data from unauthorized access. Windows, however, will only allow for one Drive Encryption service to be active. So if you have any drive encryption services active, this will often conflict with the installation of our software, which will often result in the "Open Protect Sys Failed" error message.

The most common of these is the Windows proprietary service, BitLocker. BitLocker has been included in Windows 7, 8.1, and 10. With Windows 7, it's only available in the Enterprise Edition; with Windows 8.1 and 10 it's available in every edition but the Home Edition. It's also worth noting that all Surface Pro tablets come with BitLocker enabled.

NOTE: If you are unsure if you are using BitLocker, you can check Disk Management to determine if it's active.

The process for disabling BitLocker for each OS varies slightly.

Windows 7

1) Open Control Panel; select System and Security.
2) Select BitLocker Drive Encryption.
4) Select Turn off BitLocker
5) A prompt will appear, choose Decrypt Drive to confirm.

Windows 8.1

1) Open Control Panel; select System and Security.
2) Select BitLocker Drive Encryption.
3) You will need to unlock your C: drive and any other drives you wish to cover with the software. Select Unlock drive and enter the password and select Unlock.
4) An option should then become available to Turn off BitLocker, select that.
5) A prompt will appear, once again choose to Turn off BitLocker to confirm.

Windows 10

1) Open Windows Explorer, navigate to My PC.
2) Right-Click on Local Disk (C:) and select Turn On BitLocker.
3) Follow the steps for activation, you will be provided with a BitLocker key. You will need that. We recommend saving it in a word document or to a USB following the instructions provided.
4) Once active, open Windows Explorer again and once again navigate to My PC.
5) Right-Click on Local Disk (C:) and select Turn Off BitLocker.

NOTE: Some builds of Windows 10 will instead list Manage BitLocker, click that and then choose to Turn Off BitLocker.

It is important with Windows 10 to follow these steps as Bitlocker may appear off, but it is in fact partially active. Fully activating and fully disabling will remove BitLocker entirely.

For 3rd party Drive Encryption services, please consult with the software's developers and their User Guides when applicable for disabling or uninstalling.

Anti-Virus Programs

Some Anti-Virus tools will flag the installer for our software as a false positive, which can in some cases result in the "Open Protect Sys Failed" error message.

Disabling the Anti-Virus temporarily during installation will ensure that it's not causing this issue. Please consult with your 3rd party Anti-Virus developer if you require assistance with disabling the program. With the variety of similar tools, it may also be that you have other security software that protects your machine from Malware and Ransomware which may also be similarly falsely flagging our software.

Windows 10 comes with a proprietary Anti-Virus tool called Windows Defender which comes pre-enabled. To disable Windows Defender:

1) Open Settings.
2) Click on Update & Security.
3) Click on Windows Defender.
4) Turn off the toggle switch for Real-time protection.

Once the installation of the software is complete, you can re-enable your Anti-Virus program.

Other Causes

In most cases, disabling Drive Encryption and Anti-Virus tools will correct the issue. There are some other small considerations to be taken into account.

If you compress your hard drives, you'll simply need to decompress them.

Any USB Flash Drives or External Hard Drives should be removed from the machine prior to installation.

Should the issue persist after following the steps in this guide, please contact our Technical Support team by submitting a ticket.

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