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Missing a Recovery Key on MMNE

Hello McAfee Support, 

Having an  issue  while find the recovery key,  Our Organization use McAfee Management of Native Encryption portal to find the user recovery key. This particular recovery key  can not find under our portal.  

when i enter part of the challenge code on MMNE portal, the  wizard auto completes the full challenge code ( same code  as i  see on the screen).  but the can not generate the  recovery code, and show "  can not find recovery code" message. 

This issue occurred while user is swapping the HD to a new PC

Any tips ?  

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