Resetting an encryption password

Overview

The process outlined below allows an encryption FSP to reset a user's encryption password. In most cases, users should be asked to attempt self-recovery using their security questions before performing an administrator reset. Self recovery is a faster process if the user is able to remember the answer to their security questions.

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 User Recovery, then select Reset Token, then click next.
6. Select the user account you wish to reset, then click next.
7. Have the user click Next.

8. Read the Response Codes to the user. 
   Once they enter it and click Finish, they will be able to reset their encryption password and set new security questions.

   Make sure they set their encryption password to the same as their current Tufts password to avoid any confusion.