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Device Not Listed When Trying to Reset Password on the GFI EndPointSecurity Console

Author: Luis Fernandes

Overview

GFI EndPointSecurity encryption is being used and the password for a device needs to be reset by the administrative user on the GFI EndPointSecurity console. However, when using the Reset user password... option in the console, the device is not listed.

Environment

  • GFI EndPointSecurity
  • All supported environments

Root Cause

In order for the device to be detected, the device must be plugged into the local machine where the GFI EndPointSecurity console is installed.

If the EndPointSecurity agent is installed and blocking the device, the Reset user password... option might not be able to see the device.

Resolution

Option 1

If an EndPointSecurity agent is installed on the GFI EndPointSecurity console machine, ensure the policy allows access to the device.

Plug in the device to the computer where the GFI EndPointSecurity console is installed and re-run the Reset user password... option.

Note: Make sure you use the Recovery Password that was in use the last time the agent that encrypted the device was updated (i.e. If you changed the Recovery Password and did not update the agent that encrypted the device, the device will still have the old Recovery Password on it.). 

Option 2

If the device cannot be plugged into the server, install the GFI EndPointSecurity console on another computer where the device can be plugged in. You may use the Reset user password... option from any policy but you will be required to enter the original Recovery Password.