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!
@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.
The EPo version is 5.9.1 and DE version is 18.104.22.168
I have tried to reset user token also, but got the same error.
@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:
If you feel the issue is different, please contact technical support to identify the exact cause and solution by looking into the logs.
Download the new ePolicy Orchestrator (ePO) Support Center Extension which simplifies ePO management and provides support resources directly in the console. Learn more about ePO Support Center
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