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I'm sure you already know this since you have it working from ePO, but you have to leave the client override request window open so that the code will work.
Do you see the override events in DLP Monitor? When you generate the keys you are logged in with the same account that works in ePO?
Also make sure you are using the latest Help Desk tool. I have 188.8.131.524 which matches my DLP Management Tools
I didnt know you needed to keep the client request window open and im pretty sure the same device generates the same ID as we need to seek approval from our security office before allowing which takes days some times. That or im just dreaming that (we dont override many devices).
Yes using my same account I use to access ePO that I use to open the helpdesk tool and it is the latest version.
The tool never lets me even press the button its greyed out so it wouldnt generate anything in ePO.
thanks very much for your help,
If it's grayed out you probably need to type in the override password that you set in ePO?
It will be grayed out till you click on 'Change settings' and enter the license key.
The license key for all the features will be different (override, uninstall,release from quarantine etc) only then it will work.
License key/Activation key will be there in the DLP Helpdesk tool package only when you download from website.
That was it, I was just ignoring the 'Enter Agent Override password' box completely..... need to make it a bit more obvious!