How to Perform a General Purpose Key Recovery When User is Unable to Log in Offline

Summary: This article shows the steps to perform in order to recover from system access denial when a user cannot log in to an encrypted endpoint that is offline but can log in when connected to the network. ...

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

Affected Products:

  • Dell Encryption
  • Dell Data Protection | Encryption

When Encrypt Windows Credentials is enabled, the windows cache credentials get encrypted by Dell Encryption (formerly Dell Data Protection | Encryption). If there is a failure to load the General Purpose Key (GPK), the cache credentials are not accessible so a user attempting to log in while offline cannot log in.

The following error message is found in the Shield log files when this situation occurs:

GPK - Failure while unsealing data [error = 0xd]
GPK - Unseal failure
Note: For more information about locating log files, reference Log File Directories for Dell Encryption Enterprise and Dell Data Security Servers.

Cause

Not Applicable

Resolution

Perform a GPK Recovery:

  1. Download the GPK recovery key from Server Console.
  2. Run recovery exe to retrieve LSARecovery.exe.
  3. Run LSARecovery.exe -p password -gpk in an administrative command prompt.
  4. Copy the GPKRCVR.txt file to the root of the computer's hard disk drive and Reboot.
Note: Disabling Windows Credentials does not resolve this issue because no key is available to decrypt the Cache Credentials.

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
For additional insights and resources, join the Dell Security Community Forum.

Affected Products

Dell Encryption
Article Properties
Article Number: 000124740
Article Type: Solution
Last Modified: 06 Dec 2023
Version:  8
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