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BitLocker credentials cannot be reset

Akira Le1

We have a computer here that is only accessible using the recovery key. The user is not prompted to change their pin and when trying to manually change the pin (right click icon, Reset BitLocker credentials), the user can type in a new password but is told that the credentials were not reset.



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  • 0

    Morning - Assuming this is the system (boot volume) - Can you try (at an admin command prompt)

     

    manage-bde -status c:

     

    and report back what protectors are listed please?

  • 0

    Hi Akira Le1,

    May I know if you are using the Central Device encryption or On-premise version?

    Also, can you try the following steps and let me know if the resolves the issue.

    • Unlock the device using the Recovery key.
    • Decrypt the BitLocker encryption.
    • Reset the TPM
    • Restart the device and see if the device is again getting encrypted as per the policy and check if you can set a new PIN?

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
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