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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 helpFranco
Please check this article for the recovery scenarios and see if it helps.
In reply to 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
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
In reply to francoBigai:
You can slave the drive for the recovery, however I will check with my team for other options if any
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?