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Summary:: Global Knowledge Management BAT KA - Title

This document provides instructions for Global Service Desk agents to reset a user's Bitlocker recovery key when the user is unable to do so themselves. It describes confirming the issue with the user, accessing the Bitlocker recovery portal, entering the user's key ID to retrieve the recovery key, and guiding the user to reset their PIN to avoid future issues after bypassing Bitlocker login. It also provides guidance on logging tickets for different scenarios.

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Cristian Gonzalez Thomas
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118 views

Summary:: Global Knowledge Management BAT KA - Title

This document provides instructions for Global Service Desk agents to reset a user's Bitlocker recovery key when the user is unable to do so themselves. It describes confirming the issue with the user, accessing the Bitlocker recovery portal, entering the user's key ID to retrieve the recovery key, and guiding the user to reset their PIN to avoid future issues after bypassing Bitlocker login. It also provides guidance on logging tickets for different scenarios.

Uploaded by

Cristian Gonzalez Thomas
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Global Knowledge Management BAT KA – Title

Summary:
 
This knowledge article purpose is to instruct GSD Agents on how to perform a Reset of the Bitlocker
Recovery Key whenever the users are not able to reset it themselves.
 
Scenario:
 
User has tried to perform the Bitlocker Recovery but was not able to do it.
User is working away from the office and has no other BAT computer available to perform the Bitlocker
Recovery.

If not, please redirect the user to the Self Service Portal – follow KA11986 Windows 10 – How To
Recover BitLocker PIN for Laptops (From User Perceptive).
 
Solution:
 
Confirm with the User if this Bitlocker issue is a re-ocurring issue:

If YES - please assign ticket to Local or Remote RG and request to apply KA12846 (Note, MSSP GRG do
not have the admin credentials needed for KA12846)
 
If NO - please follow the below process for Bitlocker reset
 
If the scenario matches, please follow below steps:
 
· Open Internet Explorer in iGo and go
to https://bitlockerrecovery.global.batgen.com/helpdesk/KeyRecoveryPage.aspx
 

 
· Click on Drive Recovery
 

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Global Knowledge Management BAT KA – Title

 
 
 
· and change “Reason for Drive Unlock" Field from ”Operating System Boot Order" to "LOST PIN”
 

 
· On the field Key ID please request the user to give you the first 8 characters of the Recovery
Key ID (this can be found on the Bitlocker Recovery Screen) and put it in.

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Global Knowledge Management BAT KA – Title

 
· After inserting the User’s Key ID in the Key ID field as per below
 

 
· Click Submit. The page will give you a set of numbers (Recovery Key) which needs to be
provided to the user so that the user can bypass the Bitlocker login.
 
After bypassing the Bitlocker screen, Service Desk Agents need to guide the users to Reset the
Bitlocker PIN or as soon as the user reboots the issue will reoccur.

If admin credential is required to complete the PIN reset, please kindly get user to contact Local IT
for assistance to complete below steps:
 
To reset PIN, please follow the steps below:
 
· Login into Windows;
· Launch Bitlocker Encryption Options
 
o Go to Control Panel
o Choose the Bitlocker Drive Encryption
o Choose the Change PIN

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Global Knowledge Management BAT KA – Title

 At the CHANGE PIN screen enter your new PIN and then click SET PIN
 

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Global Knowledge Management BAT KA – Title

 
The CHANGE PIN screen page will close automatically once new PIN has updated successfully / PIN
change process has completed without issue. User has to use new PIN on subsequence reboot before
logon to Windows.
 
If PIN RESET is successful and this is the first time user getting this, log a ticket with the below
classification:
 
Service: MSSP
Category: Security
Subcategory: BitLocker Recovery
 

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Global Knowledge Management BAT KA – Title

 
This action will open a Service Request that needs to be set as Resolved.
 
If PIN RESET FAILED or this is reoccurring issue to user. User is frequently asking for
Bitlocker recovery password.

1. Collect below information from the user and update into the ticket
 
· Affected UserID
· Challenge code
· Exact error message
· When the issue first occurred
· Confirm if it’s possible for the User is able to take a Screenshot (with a
mobile phone) and send it to the GSD
 
2. Log a ticket with the below classification:
 
Service: MSSP
Category: Security
Subcategory: BitLocker Fault
 
 

 
 
     3. Assign to the Local/Remote RG according to each End Market (2 nd Line Support) in order to
proceed with further troubleshooting – "KA12846 - Resolver Group): (Troubleshooting): Bitlocker -
Unable to set new pin".

Note: MSSP GRG do not have the admin credentials needed for KA12846 
 

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