Recovering access to an encrypted device

If a user has forgotten a password for accessing a Windows device encrypted by BitLocker or a macOS device encrypted by FileVault, you can help the user by sending him or her the recovery key.

To recover access to a device protected by BitLocker or FileVault:

1. Ask the user to tell you the recovery key ID that is displayed on the recovery key request window.
2. In Kaspersky Endpoint Security Cloud, open the properties of the device to which the user wants to recover access.

   The device properties window displays all of the recovery keys that are accessible for the device.

3. Verify that the recovery key ID that is provided by the user matches the one that is displayed in the device properties.
4. If the recovery key IDs are the same, tell the user the recovery key that is also displayed in the device properties.

The user enters the recovery key and gains access to the device.

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