Lab 7: Using the Self-Service Portal to retrieve Encryption Recovery Key

Objective and Tasks

Resolve various problems related to enrollment and endpoints:

  1. Obtain an Encryption Recovery Key from the Self-Service Portal

Task 1: Obtain an Encryption Recovery Key from the Self-Service Portal

Scenario: Recently, a user reported that the Trusted Platform Module (TPM) on a Windows device failed. As a result, the user was locked out of the Windows device.
Root cause: The user's Windows device is enrolled and encrypted by a BitLocker encryption profile. To log in to the Windows device, users must enter the BitLocker Encryption Recovery Key. Users can obtain the Encryption Recovery Key by logging in to the Self-Service Portal (SSP).
You help the affected user log in to the SSP and retrieve the recovery key.

  1. Log out of w11Client-01a VM as Craig.
  2. Log in to the w11Client-01a VM as:
    • Username: Techseals\Tom
    • Password: Pa$$w0rd
    • Note: Click anywhere on the screen, and click Other user at the bottom-left of the screen.
  3. On the w11Client-01a desktop, double-click the Google Chrome icon, then click the Don't sign in button.  Click Skip, and click Got It.
  4. Go to https://wsone.techseals.co/mydevice 
    The AirWatch SSP login page appears.
  5. Log in to the SSP as the affected user.
    • Group ID: Techseals
    • User name: Tom
    • Password: Pa$$w0rd
  6. Obtain the BitLocker Encryption Recovery Key value for the enrolled Windows 11 device (Tom W11EXT-01A).
    1. Next to Status, click Go to Details.
    2. From the More drop-down menu, select Security. 
      The Encryption Recovery Key value is located under the Encryption section.

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