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error EE0F000D & disabled "Administrator Recovery" option


We have an EE encrypted laptop on which the user gets the error "EE0F000D" (Token data is invalid) after her account password was changed on AD (she forgot het previous ).

The default "12345" doesn't work at all.user recovery because the recovery option "Administrator Recovery" is greyed out, while it is enabled in the EE product settings policy policy for that computer???

Is there another way to enable the "Administrator Recovery"? or another way to reset the user account?
The recovery CD doesnt seem to have a user recovey option
And I wnt to avoid re-encrypting the computer



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