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FEATURE REQUEST: Endpoint Encryption 11 doesn’t offer the same password recovery options as previous versions


Article ID: 162731


Updated On:


Endpoint Encryption


On a Symantec Endpoint Encryption 11.x client machine, there is a feature disparity when using the recovery methods with 11.x versions as compared to 8.2.1 versions when a user forgets the password to log into the computer.

Available options:

1. User can opt for Help Desk Recovery or Drive Encryption Self Recovery option in case of forgotten password.
2. Using the above recovery options, user can bypass the Pre-boot Authentication screen and access the Windows login screen.
3. If user is connected to the domain, an Administrator can reset the password for the user account and the user can log into Windows.
4. However if the user is not connected to an Active Directory domain, there is no way to proceed further to log into the system. The same issue occurs if the user is a local account on the system, the user will be stuck at Windows login screen.

In version 8.2.1, as soon as user bypasses the Pre-boot Authentication screen using any recovery method there was a provision to expire the Windows password and then the option which the user was forcefully prompted to reset the password and log in to Windows. This option was available whether the client system was connected to the network domain or not and the same password is synchronized with Endpoint Encryption Pre-boot Authentication screen.

If the client system later connects to the network domain, the Windows password which was reset locally is synchronized with the Active Directory.


Symantec Corporation is committed to product quality and satisfied customers. This Feature Request is currently being considered by Symantec Corporation to be addressed in a forthcoming version of the product. 

Technical Support filed a Feature Request to add this product feature. Note that a feature request is exactly that, a request. There is no committed date for this request from the Endpoint Encryption Product Management team, nor from the Endpoint Encryption Engineering team at this time.

Please be sure to refer back to this document periodically as any changes to the status of the request will be reflected here.