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Level 7

Support Burden of Pre-Boot Authentication

We are users of 5.2.x

We are looking for suggestions as to how to reduce the workload and client disruption of pre-boot.

The turnaround time for our helpdesk to process a password reset is extremely long and call resolution time is bordering on the unacceptable.

The challenge-response system is tedious and the need for two restarts to process a password reset amounts to at least 15 minutes per incident, more if mistakes are made on the part of the user or the help desk operator.

By comparison a Windows password reset can be handled in seconds.

We have chosen to avoid the use of self-recovery as experience shows that the provisioning logistics is difficult. We may be wrong on this point.

So, we would like some McAfee users suggestions, help desk process tips and tricks, experience with implementing self recovery, etc.

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