Symantec Endpoint Encryption Helpdesk Recovery Methods Available

Products

• Endpoint Encryption
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• File Share Encryption
• Gateway Email Encryption
• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK
• PGP Encryption Suite

Issue/Introduction

There is a way to be able to recover users if they forget their passphrase. 

In order to do this, the SEE Helpdesk Administrators (Admins with the Helpdesk role) can retrieve a recovery key from the SEE Helpdesk Web Portal.

This article will provide the various options available and the corresponding documentation for each. 

Resolution

To see more information on this, consult the help files and various knowledge base articles listed below:

KB Article 258513 - Symantec Endpoint Encryption Help Desk Recovery (Connected Recovery - SEE Client connected to the SEE Management Server)
KB Article 162352 - Symantec Endpoint Encryption Help Desk Recovery (Challenge Key Recovery - Connectionless Recovery)

Online Help About Help Desk Recovery and recovery methods

Online Help Assisting users using the Drive Encryption recovery method

Online Help Assisting users using the BitLocker recovery method

Online Help Assisting users using the FileVault recovery method

Online Help Assisting users using the Encryption Desktop recovery method

 

 

As you can see, there are many ways to do the recovery.  For more information on the SEE Administration Web Portal as well as Dashboards and reporting, see the following article:

156303 - Symantec Encryption Products Current Version Available

240649 - Symantec Endpoint Encryption 11.4 Dashboard and Reports

For further guidance, reach out to Symantec Encryption Support.