Remote Help Permissions

Remote Help lets users access their Full Disk Encryption protected computers if they are locked out. The user calls the designated Endpoint Security administrator and does the Remote Help procedure.

There are two types of Full Disk Encryption Remote Help:

  • One Time Login - One Time Login allows access as an assumed identity for one session, without resetting the password.

    If users lose their Smart Cards, they must use this option.

  • Remote password change - This option is for users who use fixed passwords and forgot them.

For devices protected by Media Encryption & Port Protection policies, only remote password change is available.

Configure remote help options

To let users work with Remote Help:

  1. Go to the Policy view > Data Protection > OneCheck > Remote Help.

  2. Select the allowed type(s) of Remote Help:

    Option Description
    Allow account to receive remote password change help Let users get help from an administrator to reset the account password (for example, if the user forgets the password).
    Allow account to receive One-Time Logon help Let the user get help from an administrator to log on, one time.

    One-time logon is for users who have lost their Smart Card.

    It is also useful if the user made too many failed attempts but does not want to change the password.