We have a system with Sophos Device Encryption enabled. The system requested for a recovery key which we found on Sophos central. However, after entering the recovery key, the system restarted and asked for the recovery key again with the same recovery key ID. We searched Sophos Central and could not retrieve the key. We check on the particular computer and found the recovery key has been changed on Sophos Central but not yet synced to the system.
How do we handle this situation?
Thanks for reaching out to us.
In your situation, the reboot likely interfered during the process of communicating and rotating out the recovery keys. Seeing the following note in our documentation, could you try entering the "volume identifier" into the key search in Sophos Central to see if you are provided with the previous key?
Note: If you enter a volume identifier, Sophos Central displays all available recovery keys for this volume. The latest recovery key is the top one.
If the system rebooted immediately after entering the recovery key, I recommend looking into the following document from Microsoft to ensure nothing else will cause the reboot to occur again. What causes BitLocker recovery?
If you continue to experience issues with this, please let me know by updating this thread.