Unable to recover SGN-Client with Virtual Client

Question

Hi Guys,

I'm testing recovery solutions in my lab. I'm trying to recover C: drive on SGN-Client machine with Virtual Client. The drive was encrypted with defined machine key. To boot client machine I'm using pre-configured WinPE CD with integrated SGN drivers applicable for my version of SGN (5.35.1.11) downloaded from Utimaco FTP. Everything is working fine until the moment I'm about to finish the recovery procedure. I'm able to create and export Virtual Client, generate and enter C/R codes (for defined machine key) into KeyRecovery Tool on WinPE booted client machine. Everything according to "How to use the SafeGuard Enterprise keyrecovery tool " guide. But when I'm clicking on OK button in the tool, instead of recovered drive I'm getting an error "Cannot open the key store.=>aborting". It happens every time I'm trying to recover Client with Virual Client (either on physical or virtual machine).

Could you help???

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DSchwartzberg · Accepted Answer

Hi Simon, I'm trying to access my aging memory banks and I recall seeing that issue pop-up once before when testing the pre-built WinPE CD at a partner lab. What we did to get past the issue was put the full contents of the 	ools directory found in the ClientCD.zip file and the recoverytoken.tok file in it's required location on a memory stick. After a reboot into WinPE, we launched a command prompt, changed the drive to the memory stick and ran RecoverKeys.exe . We ran through the C/R and everything worked fine. :smileyhappy: If that doesn't clear up the error, then I suggest opening a Sophos Global Support case for escalation. :634