This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Recovery of broken BitLocker

Goodmorning everyone

I ask for help for a problem on a windows 10 computer with Sophos Safeguard where it asks me to Plug in the USB driver that contains the Bitlocker recovery key, but when I go to export the key from the console following the instructions described on the link https://community.sophos.com/kb/en-us/121423 shows me the button in gray, I checked the registry key and verified that I am admin mso and it is as described in the article. Also if I try to recover it asks me for the Challenge that I can't get.

Is there any way to recover the computer?

what are the cases in which, despite what is described at the link community.sophos.com/.../121423, I cannot select the export key button?

The pc is a HP Elitebook 830 G5 with Windows 10 Pro (64bit) Build 10.0.14393.447 Version 1607 Sophos SafeGuard Client 8.00.4.8

Thanks for your help
Franco

This thread was automatically locked due to age.

Top Replies

Shweta over 4 years ago +1 suggested

Hi francoBigai Please check this article for the recovery scenarios and see if it helps.

0 Shweta over 4 years ago

Hi francoBigai

Please check this article for the recovery scenarios and see if it helps.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up +1 Vote Down

Cancel
0 francoBigai over 4 years ago in reply to Shweta

Hi Shweta

The link you indicated to me I had already seen together with the link

community.sophos.com/.../111348 and the link community.sophos.com/.../ 118489.

Unfortunately when I follow what is described in

https://community.sophos.com/kb/en-us/121423

the Export Recovery Key button is gray despite following exactly the instructions of the guide. and I can't export the key.

I also add that the user cannot get the challenge on the computer. I'm wondering why the Export Recovery Key button is disabled.

What could have happened and above all, given that I can access the partition by putting the hard disk in slave mode and recovering the data, can I recover the PC without having to format it?

Thanks for all

Franco
Cancel
Vote Up 0 Vote Down

Cancel
0 Shweta over 4 years ago in reply to francoBigai

Hi francoBigai

You can slave the drive for the recovery, however I will check with my team for other options if any

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up +1 Vote Down

Cancel
0 MichaelMcLannahan over 4 years ago

Franco - Sorry to hear you're having issues with this.

Is it JUST this one computer you can't export the key for - or all?

Could you please try another PC with BL C/R and see if the button works for this device?
Cancel
Vote Up 0 Vote Down

Cancel