Endpoint Encryption

A user reported they were unable to get past the SEE pre boot authentication screen today. On inspection by support it was confirmed he was doing everything correctly and our client administrator passwords all failed too, despite working on other machines with the same package. Eventually he got in using authenticheck but can anyone explain why all authentication might have otherwise failed?

David -- good question -- honestly I don't know the answer. I've seen/noticed some strange things happen sometimes like this one. Was this an upgrade or a fresh installation ???

It was an upgrade - originally 703 and upgraded to 704 a couple of weeks back. We dont yet have SSO enabled so occasionally user passwords go astray but odd that our admin passwords wouldnt work either!

just would like to know -- did you use the same client admin username and password in 704 as used in 703 ???

is this happening on all the client machines or on few of them ???

It's only happened on one, but that we know off (hence posting - I dont want to find it being a wider spread problem later!). And the passwords have stayed the same yeh. Strange one...!

did you install the 703 package on this client machine via GPO or was it a manual installation ?? Also then how did you upgrade it to 704 again was it GPO or manual 

Manual install and manual upgrade. The admin user didn't exist in the 703 install but did on 704.

when you say the admin user didn't exist in 703 are you referring to client admin ? If yes, I was going through the documentation and they have mentioned that this setting will be ignored ..... to test this -- can upgrade another test machine ?

To resolve this issue either you can use the same client admin username and password that was used in 703 or push a GPO setting for new client admin settings.

Yes sorry, in 703 we had 1 client admin, in 704 we added a second one (by GPO and within the package). On all the ones I tested it worked fine oddly enough! I'll see if i can test it and post the results.

any client machine upgraded from 703 to 704 -- then the client admin used in 703 will work but if you changed the client admin name in 704 then this new client admin will not work.

As said earlier -- try pushing the new client admin name via gpo or use the same client admin name as in 703 .... you can take your time and test ... 

And you reckon that when we upgrade to 7.0.5 any changes we make to either the client admin name or password will modify ok? I seem to remember reading that 7.0.5 is able to do this...

Yes with 705 -- if you create a different client admin as compared to 703/704 and the deploy the package to the client machine then new 705 client admin will be recognized by the client machine ......