Giving Remote Help to Full Disk Encryption Users

  1. Go to Asset Management > Organization > Computers.
  2. Click and select Remote Help & Recovery > Full Disk Encryption.
  3. Select the type of assistance the end-user needs.
    • One-Time Logon - Provides access as an assumed identity for one session without resetting the password.
    • Remote Password Change - Resets the user's password. This option is for users who have forgotten their fixed passwords.
    • Pre-Boot Bypass Remote Help - Provides One-Time Logon assistance for computers that are configured to disable pre-boot, and uses the option to give remote help without pre-boot user.
  4. Search for the locked computer.
  5. Select the applicable user from the list (this step is not applicable in the case of Pre-Boot Bypass Remote Help).
  6. Tell the user to enter the Response one text string in the Remote Help window on the locked computer.

    The endpoint computer shows a challenge code.

  7. In the Challenge (from user) field, enter the challenge code that the user gives you.
  8. Click Generate Response.

    Remote Help authenticates the challenge code and generates a response code.

  9. Tell the user to enter the Response Two (to user) text string in the Remote Help window on the locked computer.
  10. Make sure that the user changes the password or has one-time access to the computer before ending the Remote Help session.