I have a laptop user who was having no issue prior but then suddenly they are getting "EE050002 Unknown User" error when trying to log in to the EndPoint Encryption authentication screen. Our EndPoint Encryption authentication is synchronized with AD. I am able to log in with my domain admin account and the agent status states OK. the user is listed In the encryption users on the laptop in the EndPoint management consol. Two things of note are 1 - I can't successfully ping the laptop through the management consol 2- the IP address listed for the laptop is not correct. I can ping the laptop through the command prompt so this is not a network connectivity issue. Any ideas?
I'm not. This is new product for our organization and our lead person is out this week. I trying to muddle through. How do I check?
Check in management console what is user name assigned to that machine. Check user's name spelling and check for any trailing spaces.
The user name is spelled right. AD is not case sensitive but I did notice that the first two letters of the user name is capitalized in the EPO management consol. As I understand it the user information is pulled from AD .
Go to ePO, click Menu, Data Protection, Ecryption Users. Select the machine in question. Click Action, Endpoint Encryption and View Users. Is the account still assigned to the machine?
No the laptop is in the same OU it always has been. This is very strange because it was working fine last Friday and now the laptop does not recognize the user.
Have you turned on logging on the laptop to see if you can see whats going on? You should be able to do a search in the log for the user name and it should be in there. If not, that user is not getting sync'd to the machine.