Admin Recovery challenge code input returns a node name from a different client

Technical Articles ID: KB82120
Last Modified: 2/5/2020

Environment

McAfee Drive Encryption (DE) 7.x

For details of DE supported environments, see KB79422

Problem

You are unable to gain access to the computer at the preboot authentication screen after you perform an Administrator Recovery.

After you provide the challenge code that is generated at the client to the ePolicy Orchestrator (ePO) administrator, the provided response code from the administrator fails to recover the system.

System Change

The computer was transferred to a different ePO server.

Cause

The challenge code uses the Machine ID for initial identification. This Machine ID changes if the computer is moved and is no longer managed by the same ePO server from which it was first deployed.

Solution

DE 7.1 Patch 3 (7.1.3) and later provides the ePO administrator with a new capability to allow systems to be transferred from one ePO server to another, while preserving user assignments and user data. For details, see the following documentation:

KB83186 – Product statement regarding the migration of managed encrypted systems from one ePolicy Orchestrator server to another.
PD25905 – Drive Encryption 7.1 Patch 3 and later Client Transfer between ePO Servers Guide

Workaround

Obtain the Key Check Value and use it to retrieve the key. For details, see KB73184.

Related Information

Machine Keys
The key that encrypts the hard disk sectors must be protected. These keys are referred to as Machine Keys. Each system has its own unique Machine Key. The Machine Key is stored in the ePO database to be used for client recovery when required.

For answers to other migration questions, see the DE FAQs article: KB79784.

Affected Products

Drive Encryption 7.2
Known Issue/Product Defect
Password Recovery

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Knowledge Center

Admin Recovery challenge code input returns a node name from a different client

Environment

Problem

System Change

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Glossary of Technical Terms

Title

Title

Knowledge Center

Admin Recovery challenge code input returns a node name from a different client

Environment

Problem

System Change

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Glossary of Technical Terms

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