We have a user who backed up his data to an external drive prior to having his laptop reimaged by tech services here. I assisted the user in making sure that his current certificates were set in the Symantec Endpoint Encryption user client screen as the default certificates. The user also set a password as a safety net measure. Now that his laptop has been reimaged, he is unable to access the data on the drive, even though he is using the same certificates that were used when he originally backed up the data. He also cannot get to the data with the password. What he sees on the drive are all of his files, with red padlocks on them. What suggestions do you have for us to get his data back?