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"Unknown error has occurred" during encryption recovery of a machine

Hello,


I have a big problem when I try and recover an encrypted machine using the recovery option.

I insert challenge code and select the recovery type, user recovery or machine recovery,  instead of getting a response code I get the error "unknown error has occurred"

Please help me!

Thank You!

3 Replies
McAfee Employee JaganA
McAfee Employee
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Message 2 of 4

Re: "Unknown error has occurred" during encryption recovery of a machine

@tothcsaba could you share the exact ePO and DE versions?

Also, do you see NULL users in Queries and Reports -> DE Users -> Run?

Other possible reasons:

1. user attempted to login with incorrect password more than x times allowed.

2. Policy for uninitialized users to expire after X days has been set. Users that had not logged on for X time will have their tokens invalidated.

To resolve the issue, you either have to do user recovery, or reset the users token to default password.

JaganA
McAfee Employee

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Re: "Unknown error has occurred" during encryption recovery of a machine

Dear @JaganA 

The EPo version is 5.9.1 and DE version is 7.2.5.24

I have tried to reset user token also, but got the same error.

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McAfee Employee JaganA
McAfee Employee
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Message 4 of 4

Re: "Unknown error has occurred" during encryption recovery of a machine

@tothcsaba Thanks for your response. 

We had a similar issue and it was resolved in MDE 7.2.7. May refer to the following article:

https://kc.mcafee.com/corporate/index?page=content&id=KB90940

If you feel the issue is different, please contact technical support to identify the exact cause and solution by looking into the logs.

 

JaganA
McAfee Employee

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