Technical support

   

If you are a STANDALONE user and have forgotten your Full Disk Encryption password, then please click here [http://support.deslock.com/KB142] for instructions on how to regain access to your machine and reset your password. If you are a MANAGED user and...
To decrypt a Standalone UEFI BIOS Workstation, you must boot the Workstation using our ESET Endpoint Encryption Recovery Utility and follow the on-screen instructions to decrypt the disk(s). PREPARING THE ESET ENCRYPTION RECOVERY UTILITY * On another...
In some circumstances the Master Boot Record (MBR) can be overwitten, this will cause a Full Disk Encrypted (FDE) system to not display the pre-boot login screen and therefore stop the system from booting. To restore the system to a working state, the F...
To decrypt a Managed Legacy BIOS Workstation, you must boot the Workstation using Ubuntu 18.04 and follow the instructions below to decrypt the disk(s). In order to decrypt the Workstation, you will need the following: * For a MANAGED Workstation, y...
If you have forgotten your Full Disk Encryption password and your system is standalone the following steps will allow you to recover access: * You will need to locate the adminpassword.txt or adminpassword.htm (please note that this is the default nam...
Do not try to perform any repairs using 3rd party tools. If the machine shows Windows Automatic Repair, then it must be allowed to complete. Cancelling Automatic Repair can lead to irrecoverable data loss. This article explains how to decrypt a Workstat...
PROBLEM An SSO enabled user can't log in after their network password has been changed and is being presented with 'Access Denied' at the pre-boot login screen. Please see our article below to check what message you're receiving at the pre-boot login s...
If a user has forgotten their password or has been disabled, the administrator can append text to the FDE Lost Details page, for when a user attempts FDE recovery. This can be used to provide contact information in order to obtain a recovery password. ...
The ESET Endpoint Encrpytion (EEE) managed clients allow administrators to display some Help desk information for users in the EEE system tray menu. This can be achieved by editing the Workstation Policy HELP DESK OPTIONS from the EEE Server interface. ...
SINGLE SIGN-ON (SSO) SYNCHRONISATION SSO is a feature in the Managed version of ESET Endpoint Encryption (EEE). For more information visit: KB187 - What is Single Sign-On (SSO) [http://support.deslock.com/KB187] WHEN DOES SSO RE-SYNC? EEE will autom...
IMPORTANT: THIS PROBLEM ONLY AFFECTS SYSTEMS WHICH MEET THE FOLLOWING CRITERIA: ESET ENDPOINT ENCRYPTION VERSION 5.0.0 IS INSTALLED VERSION 2.3.62 IS DISPLAYED IN BOTTOM RIGHT-HAND CORNER OF THE PRE-BOOT AUTHENTICATION SCREEN  THE SYSTEM IS UEFI THE S...
Please note, this article ONLY applies to OPAL encrypted disks. This article will guide you through the process of recovering an OPAL encrypted Workstation that is unable to boot Windows. If you can boot Windows normally and you wish to decrypt the Work...
Please note this problem is now resolved in ESET Endpoint Encryption version 5.0.3 onwards. PROBLEM AFTER SUCCESSFULLY UPGRADING Windows to 1903, Windows may fail to boot correctly and show a BSOD screen with the following stop code: _Stop code: INAC...
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