If Symantec Endpoint Encryption (SEE) client machines are 'migrated' from one SEE environment to another, typically by running an over-top upgrade using client installers from the new SEE environment, this will hinder a Help Desk assisted recovery procedure on the endpoint when performed in conjunction with the server-side Help Desk console through the new SEE Environment.
Definition: An SEE environment is one where all SEE Management Servers (SEEMS servers) are connected to the same backend SQL database. Two separate SEE environments would have two completely different SQL databases on the backend, that are not synchronized in any fashion.
"Incorrect Authentication. Try Again"
The solution is to disable and re-enable the following settings through policy (either through Group Policies or through Native Poicies)
- Enable Help Desk Recovery
- Help Desk Recovery Communication Unlock (if this feature is in use)
This will reset Help Desk settings properly on the endpoint so that it can successfully complete a Help Desk recovery procedure in conjunction with the server-side Help Desk console through the new SEE Environment.