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Workstation Locked | No Backup Key Available | HELP!!!

TechRus99

I have a company laptop with a sophos encrypted drive that boots to a Workstation Is Locked screen.  I tried doing a recovery with chall/response but in my Sophos Enterprise Console I get a msg that there is No Backup Key Available For This Computer.

I've also booted to winpe with a usb drive containing the recovery token.  I submit the chall/response and get the same msg about no backup key is available.

What other options do I have? 

Any help will be greatly appreciated, thanks!

:56518


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    Hi TechRus99,

    was the client able to communicate with the Enterprise Console Server once so it could upload the recovery key to the console? This communication usually happens right after installation of the Encryption Component on the client.

    There is a Knowledge Base Article containing a SQL script that can be used to display clients with encryption installed, that did not yet report the Recovery Information back to the server. If you run the script, does it list the client?

    http://www.sophos.com/en-us/support/knowledgebase/119890.aspx

    If the machine is listed in the result, the database has no Encryption Recovery information for this client and recovery cannot be performed.

    If that is the case: was this client machine removed from the console and re-imported from Active Directory?

    Regards,

    ChrisD

    :56572
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