McAfee

Endpoint
Encryption

McAfee Endpoint Encryption Unlocking an Encrypted Laptop

KNOWLEDGEBASE (Intended Audience) This Document Ref &

Version No:
document is intended for System Administrators at Your V1.0
Company
Author: Approved by:

Revision Due Date: 1 year from issue Issue Date:

Document Control:
Document Title: File Name: Author: Date:

McAfee 10/04/2010
Endpoint
Encryption
Unlocking an
Encrypted Laptop

Version Control:
Version: Reason for Author/Editor: Date:
Change
1.0 Initial Draft 10/04/2010
1.1 Final Draft

Purpose
The purpose of this document is to aid the System Administrators and other technical staff at
your company unlock a McAfee Endpoint Encrypted Laptop.

Overview
McAfee Endpoint Encryption (formerly Safeboot) is a full disk and content encryption product.
It is designed to encrypt files and folders on a your company laptop in order to ensure that
restricted and sensitive data are protected against unauthorized access. McAfee Endpoint
Encryption is particularly useful for helping to safeguard laptops containing sensitive
information in the event they are lost or stolen.

In simple terms, the McAfee Endpoint Encryption client takes control of a hard disk away
from the operating system. McAfee Endpoint Encryption encrypts data written to the disk,
and decrypts data read from the disk. If the hard disk drive is read directly, one would find
only encrypted data, even in the Windows swap file and temporary file areas.

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Boot-Up/Login

An encrypted laptop upon power-up will display a “pre-boot screen”.

After successfully authenticating to this

pre-boot screen, the users laptop will
continue booting as normal. Since
passwords have been synched, the
Windows password will be automatically
entered into the Windows logon window
and the user will go straight into their
desktop.

Incorrect logon message Error 0xe0010002 If the user enters the wrong
credentials at the pre-boot screen,
they will get an error message stating
that
Authentication parameters
incorrect.

Locked account message Error 0xe0010005 If the user enters their password
incorrectly after a number of attempts,
their ID will be disabled and they will see

Token is invalidated screen and the

helpdesk must perform a User recovery

Incorrect username Error 0xe0010020

If the user enters an incorrect
username they receive an unknown
user name
message and the helpdesk must
perform a Machine recovery

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Password Recovery
User calls the Helpdesk

1. Ask the user to select Cancel to

remove the login dialog box.

2. Then Select the Options link on the

bottom left of the screen and select
Recovery from the available options

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Locked account Error 0xe0010005

Incorrect logon Error 0xe0010002

3. Select User recovery, the user types

in their username and clicks Next

Incorrect username Error 0xe0010020

4. Ensure the username you are using

is correct. Select Machine recovery,
click Next

Recovery screen laptop

5. The laptop displays a 16-character
Client code string (challenge)

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6. RDP onto the Safeboot server

Goto > Safeboot Administration

McAfee Endpoint Encryption
Manager opens.
Goto Recovery > Perform recovery

Challenge Code screen

7. Ask the user to read out the client

code on the laptop to the helpdesk
and select Next.

8. The helpdesk enters the client code

(challenge code) onto the server and
clicks Next

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Information screen

9. McAfee then locates the machine or

user to unlock
Click Next

Recovery Options screen

10. For a User recovery in User options

select
Reset the user’s password
click Next

11. For a Machine recovery in Machine

options select
Boot the machine once
click Next

Recovery Code screen

The helpdesk reads back to the user

a 17-character (response) code that
the user enters into “Line1” on the
Laptop Recovery screen

Note: For a disabled user this will be

a 25-character code

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Laptop Recovery screen

12. The user types in Line 1 the response

code and selects Enter and then
Finish.

There may be several strings of

characters to enter, depending on
your configuration.
NOTE: there are no Z, I, O or L in a
response code

13. If the user enters incorrectly, they will

receive following The response
code you have entered is not vaild
Please check your entry and try
again
If they see this screen, click the OK
button to go back and re-enter the
characters.

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14. When the user successfully enters

the response characters, they will be
prompted for a new password
Your password is the default and
must now be changed

If necessary reset the users AD

password
This password must be at least 8
characters in length

15. When the user enters a new

password correctly, they will get the
confirmation

The recovery operation was

successfully completed

16. Select OK the user will be placed

back into the pre-boot screen. Select
Password Only Token

17. The user can enter their username and new password, and select OK. They will then be booted
into Windows as normal.

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