Dell Encryption Self-Encrypting Drive Manager and Dell Full Disk Encryption Recovery Scenarios for Forgotten Password

The first and easiest way for users to authenticate to Pre-Boot Authentication after forgetting their password is by using Question and Answers authentication. The first time a user logs in to a computer, they are prompted to answer questions configured by policy. After providing answers to these questions, they will be prompted for their answers. Assuming they have answered the questions correctly, Pre-Boot Authentication allows access to the Operating System.

To get to the Recovery Questions dialog in Pre-Boot Authentication, follow the steps below:

1. Enter a valid username and domain name and then select Options -> Trouble signing in -> Recovery Questions.

Figure 1: (English Only) Select Recovery Questions

2. When the Recovery Questions dialog appears, enter the answers for the questions that were enrolled at first login and click Submit.

Figure 2: (English Only) Provide answers to the Recovery Questions

3. Once the authentication is successfully completed, the endpoint boots in the Operating System.

Challenge Response can be used to authenticate through Pre-Boot Authentication and boot into Windows. Challenge Response can be used in the following scenarios:

• In the event a user does not remember the answers that they supplied at time of enrollment.
• Recovery Questions authentication is not enabled.
• A user is remote with no network connectivity and cannot receive an unlock command from the Security Server using Pre-Boot Authentication Device Controls.

A user can get to the Challenge Response screen by clicking the Options -> Trouble Signing in -> Challenge Response menu options or entering their password incorrectly X number of times without the network cable plugged in.

1. Enter a valid username and domain name and then select Options -> Trouble Signing in -> Challenge Response.

Figure 3: (English Only) Challenge Response

2. When prompted, contact the Help Desk and provide the Device Name and Challenge Code.

Figure 4: (English Only) Challenge Code

3. In the Dell Encryption Remote Management Console, go to the Recover Data menu option on the left and then click PBA from the top menu.

Figure 5: (English Only) Click PBA tab

4. Enter the hostname that the user provided, in the Host Name field and click Search. After clicking Search, click the drop-down to find the name of the user who is requesting assistance.
5. Enter the Device Code that the user provided into the Challenge field and click Generate Response.
6. Provide the user with the generated Response Code. These codes are not case-sensitive. The numbers are shown in red and the letters in blue.

Figure 6: (English Only) Provide user with Response Code

7. The user enters the Response Code into the Response Code field in Pre-Boot Authentication.
8. Click the Submit button to continue and authenticate passed Pre-Boot Authentication.

Figure 7: (English Only) User enters Response Code

9. Once the authentication is successfully completed, you should see the message below.

Figure 8: (English Only) Authentication successfully completes