Password Reset using a Personal Key

Password Reset using a Personal Key

If a user forgets the login password, the administrator can send a personal recovery key to the remote user, to allow them to log in.

The key is a string of letters and numbers separated by dashes.

  1. The user locates the serial number of the locked device.

    Step

    Description

    1

    Find the serial number of the locked device. It is usually printed on the back of the device.

    2

    		 Give the serial number to the support representative.
  2. The Administrator gives a recovery key to the user.

    Step

    Description

    1

    Get the serial number of the locked device from the user.

    2

    Go to Asset Management > Organization > Computers.

    3

    From the top toolbar, click and select Remote Help & Recovery > Recovery > FileVault Recovery.

    4

    In the Computer's Serial Number field, enter the serial number.

    5

    Click Get Recovery Key.

    6

    Give the recovery key to the user.
  3. User resets their password.

    Step

    Description

    1

    Get the Recovery Key from the support representative.

    2

    		 Restart the macOS.

    3

    In the FileVault pre-boot screen, click the ? button

    A message shows: If you forgot your password you can reset it using your Recovery Key.

    4

    Enter the recovery key and click the right arrow.

    A progress bar shows.

    5

    For Local Users:

    1. In the Reset Password window, the user enters a new password, and optionally, a password hint.

    2. Click Reset Password.

For more information, see sk138352.