File Share Encryption

Everything worked fine until a few days ago when I had to reboot my computer. Since that time, PGP is no longer recognizing my password. I also tried to get a recovery token but the token didn't work either. My company's help desk tried to decrypt the drive but unfortunately without the password or recovery token working, we're out of luck.

I'm running out of ideas. Can anyone provide me with suggestions?

Thank you

It might be possible to decrypt the disk by either using a USB caddy to connect it to another computer with PGP installed; or by using the PGP WDE Recovery CD.

Unfortunately, we tried both of these methods. No luck. :-(

Forgot to say thank you for your quick reply.

Actually, Tom, could you give me the parameters to try? From seeing deskside support try it, it looked like it was a command prompt based tool. I'm wondering if they had the correct syntax.

It is PGP 9.10.0.

The error that I get is "Incorrect Identification, please try again".

I have a few questions...
1. I've tried many different combinations of passwords along with the recovery token. At some point, could PGP lock me out because it thinks that I'm trying to hack the password and if so, can it be unlocked and would the message tell me that it was locked?

2. Could the recovery token be incorrect? If helpdesk generates a token again, would that token id be the same every time?

3. On a backup, I have pubring.pkr (5k in size) and secring.skr (0k...looks empty). Can they be useful?

Thank you

The closest I'm finding on the error message is in this Knowledge Base Article.  Other than the previously cited KBA, I'm not able to offer much on the command line usage,  or the PGP Universal side of this.  I expect someone else here to be able to be much more helpful with this. 

My understanding is that the WDRT recovery token is generated at the time of WDE encryption and that it can only be used once.  It may be the same WDRT sent to you the second time.

Your keyrings would be of no help unless you encrypted the disk to your public key.  If encrypting the boot disk to a public key, you must have had the private key on a smart card.  I suspect you just encrypted to a passphrase. 

What version of universal server do you have?

Hi Tom, Thank yo again for your quick reply.

I just tried the recovery disk for my version :

http://www.symantec.com/business/support/index?page=content&id=TECH148915&actp=search&viewlocale=en_US&searchid=1348154015278

Unfortunately, still no luck. :-( Would you be able to contact someone from your PGP support team for them to look at this post?

Thank you

I don't know. I'm actually trying to login remotely and I'm not connected to my corporate network.

You should be able to get your administrator to override the passphrase, either through the WDE Administrator phrase or Administrator phrase

Thank you. I'll try that. Finding the administrator might be difficult though as I work for a very large multinational company. It's worth a try though.

You could also try and request a new WDRT.  Sometimes the universal server displays duplicate entries for the same machine, going by the "last seen" date will help them determine if there is duplicates, which one is the right one.,

Thank you very much.

No worries, hope you get it sorted! :)