Overview

The process outlined below allows an encryption FSP to recover a machine that has exceeded it's isolation period. This issue occurs when a client computer has not synchronized with the Endpoint Encryption server for more than 365 days.

Process

1. The user initiates the password reset process by contacting their FSP and providing a Client Code.
   To obtain the client code, instruct user to select Options, Recovery, Administrative/Smartphone Recovery
2. The FSP verifies the user's identity.
3. The FSP logs into the ePO Console.
   Once logged in, select Menu in the top left, then select Encryption Recovery under the Data Protection section.

4. Enter the client code from the user in the Challenge Code field, then click next.

   On the user's system the code will be labeled as "Client code". In the console it will be labeled as "Challenge Code". These are the same.

5. Select Machine Recovery, then click next. Response code will be displayed.
6. Have the user click Next.

7. Read the Response Codes to the user. 
   Once they enter it and click Finish, system will boot.

8. Login and sync client with server.