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.
    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.
    1. Get the serial number of the locked device from the user.
    2. In the Endpoint Web Management platform, go to Computer Management > Full Disk Encryption Actions > Recovery > FileVault Recovery Media.

      The FileVault Recovery Media window opens.

    3. In the Computer's Serial Number field. type the serial number.
    4. Click Get Recovery Key.
    5. Give the recovery key to the user.
  3. User resets their password.
    1. Get the Recovery Key from the support representative.
    2. Restart the Mac.
    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. Type the Recovery Key, and click ->

      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.

How to update the Personal Recovery Key (PRK) for Native Encryption Management FileVault, see sk138352.

A personal key is unique to the client Mac computer or device. The key is a string of letters and numbers separated by dashes. To recover a user's FileVault-encrypted Mac using the personal key, the administrator reads the key to the user, and uses the key to decrypt and unlock the computer.