Using Remote Help to Unlock Full Disk Encryption Devices

Important:
  • Restarting the Endpoint Encryption device resets the challenge code.

  • Manually synchronizing policies with PolicyServer also resets the challenge code.

  • The challenge code and response code are not case sensitive.

  1. From the Full Disk Encryption preboot, go to Menu > Authentication > Remote Help.
  2. Provide the Challenge Code to the Policy/Group Administrator.
  3. Specify the Response Code provided by the Policy/Group Administrator.
  4. Click Login.

    The Change Password screen appears.

    Note:

    If the account uses domain authentication, the endpoint boots directly into Windows.

  5. Specify and confirm new password, then click Next.

    The device boots into Windows.

Parent topic: Remote Help Assistance