This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Device Encryption: Recovery key for volume xxxx is missing.

Hi,

The situation: Sophos Central/Device Encryption/Macbooks laptops

We've got a customer with a few macbooks encrypted. Two of them are constantly reporting in Sophos Central that "Recovery key for volume 293CBD7D-B3BC-62E7-8099-9C040A7KTC52 is missing." but we can retrieve their recovery keys without issues.

Is this a false positive or is there anything wrong with this devices?

Thanks in advance

This thread was automatically locked due to age.

+1 Barb@Sophos over 5 years ago

Hello marcos ruiz ,

Please have a look at this article and let me know if this matches your issue:
Sophos Central Device Encryption: User has to enter the login password after every a reboot to create a recovery key

See the Note regarding "A volume recovery key is missing".

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel
0 marcos ruiz over 5 years ago in reply to Barb@Sophos

hi Barb,

Thanks for your reply. Yes, that's exactly the issue. We already run those commands in one of the 2 afected computers, but with no results.
Cancel
Vote Up 0 Vote Down

Cancel
+1 Barb@Sophos over 5 years ago in reply to marcos ruiz

Hello marcos ruiz ,

Did the commands complete successfully? No error messages present?
Also, did you get a chance to reboot the machine afterward?

Is Central returning any other errors for those particular computers? Anything under Device Name --> Status ?

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel
0 marcos ruiz over 5 years ago in reply to Barb@Sophos

Hi, Barb

Thanks for your reply.

   The commands completed with no errors.The was rebooted then, and is rebooted everyday.

   The status on both machines in Central is yellow:everything is OK except the encryption issue.

Regards
Cancel
Vote Up 0 Vote Down

Cancel
0 Barb@Sophos over 5 years ago in reply to marcos ruiz

Hello marcos ruiz ,

I recommend at this point to raise a case with Support for further investigation.

Please provide the ticket number once you have done so, so that I can follow-up.

Thank you,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel