About Help Desk Recovery
Help Desk Recovery
With
Help Desk Recovery
, you can access your encrypted computer if you lose your password, your smart card is rekeyed or replaced, or there is a lockout state at preboot. This recovery feature is enabled or disabled for a computer by the administrative policies of Symantec Endpoint Encryption Management Server
. All you need is to provide your computer information to the help desk, receive a Response Key, and then use the Response Key to access your computer.A Response Key (also known as
One-Time Password
) that the Help Desk Recovery
provides is associated with an encrypted computer, not a user. Each computer has a unique Response Key that unlocks the encrypted disk on that computer.Based on the connectivity of the client with
Symantec Endpoint Encryption Management Server
, Help Desk Recovery
offers two types of recovery mode:- Online RecoveryOnline Recovery is possible when the client establishes a connection withSymantec Endpoint Encryption Management Serverafter installation. The server receives data about the client that it requires to generate a Response Key in the future.Help Desk Recoveryrequires minimum authentication for the computer and does not involve a Challenge Key.
- Offline RecoveryOffline Recovery is required when the client has never communicated withSymantec Endpoint Encryption Management Serverafter installation. The server does not find any data about the client that it requires to generate Response Key.Help Desk Recoveryrequires a Challenge Key for authentication.
When you recover from a forgotten password, you are prompted to enter a new password when the Windows operating system starts. Contact your local administrator to get your new Windows password. Alternatively, when the
Windows Password Reset
feature is enabled, you can reset your Windows password without external assistance if all of the prerequisites are fulfilled.