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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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    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

    *Sign up for SMS notifications here or check the status of Sophos Central here.

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  • 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

    *Sign up for SMS notifications here or check the status of Sophos Central here.

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