This tutorial applies to the following operating system:
macOS
Overview:
In the case that a user forgets the Power-On-Authentication passphrase that they set when encryption was enabled, a recovery key can be generated so that they can boot their computer and reset their passphrase. This recover key process will work regardless of a user’s location and a key can only be used once.
Request encryption assistance
Step 1:
Contact your TSP or Local Support, who will be able to assist you through the rest of the process.
At the Power-On-Authentication prompt click on the icon on the right side of the password field. There will be an option to reset your password using your Recover Key. Click on the arrow icon to continue.
Click on the arrow icon to continue.
Step 2:
Your TSP or Local Support will generate a one-time use Recovery Key for you. Enter the Recover Key into the Recovery Key field and press Enter.
Enter the Recover Key into the Recovery Key field and press Enter.
Step 3:
Your computer will continue its boot process and will prompt you for a new passphrase once it is completed. This will be the new passphrase you will use when booting your computer. In order to prevent unauthorized access to your computer, do not write this passphrase down.
Your computer will continue its boot process and will prompt you for a new passphrase once it is completed.
