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C/R recovery option not visible

leeryanrs

I have recently installed safeguard easy encryption on around 10-15 laptops and have noticed a strange thing.

One of my users had a problem with their startup key, so I decided to copy the backup recovery key that Sophos automatically saves onto the network share. Surprisingly, this didn't work!

I checked for other options and I had the C/R recovery option. This worked fine.  

Upon booting the computer, it displays " Press any button to launch C/R recovery "

But on other laptops, this option is not shown!  I am now scared that I will have a problem with other user laptops and I wont be able to recover their laptop.

Is there anything I can do to enable this C/R option to be displayed?? Did I install the safeguard incorrectly??

:54113


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  • 0

    Are these Windows 8 Machines?

    It could be that "Bitlocker with C/R" wasnt ticked?

    :54133
  • 0

    Where do you select that? I don't remember seeing this in the sophos installation?

    :54139
  • 0

    We may be using different processes as I have been deploying Safeguard Enterprise - however during the installation you should be able to select either "Typical" "Complete" or "Custom". If you select "Custom" it should be under "Device Encyption" and "Bitlocker".

    Under here one of the options should be "Bitlocker with C/r".

    If you run the MSI file for the client you should be able to see what options are installed. Might be worth checking on one of your laptops thats working whether it has an option installed that the other one doesnt.

    :54163
  • 0

    If this is not BitLocker encryption and is the Sophos proprietary encryption, try deleting the username from the field and see if the recovery button highlights for use.

    This will also rebuild the SafeGuard localcache if there are any issues with it.

    :54237

    Lee Anderson | Manager, Technical Support

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