Administrator Guide

4. As a Help Desk Administrator, log into the Remote Management Console - the Help Desk Administrator's account must have
Help Desk privileges.
5. Navigate to the Recover Data menu option on the left pane.
6. Enter the codes provided by the end-user.
7. Click the Generate Response button at the bottom right-hand corner of the screen.
8. Give the user the Access Code.
NOTE:
Be sure to manually authenticate the user prior to providing an Access Code. For example, ask the user a series of
questions over the phone that only that person would know, such as "What is your employee ID number?" Another
example: request that the user come to the Help Desk to provide identification to ensure they are the owner of the
media. Failure to authenticate a user prior to providing an Access Code over the phone could allow an attacker to gain
access to encrypted removable media.
56 Encryption External Media Password Recovery