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Error messages that occur due to Remote Help issues in Full Disk Encryption (FDE)

    • Updated:
    • 30 Jan 2015
    • Product/Version:
    • Endpoint Encryption 3.0 Full Disk Encrypti
    • Endpoint Encryption 5.0
    • Platform:
    • Windows 7 32-bit
Summary
Learn the common errors and their corresponding solution in FDE Remote Help.
Details
Public
ErrorDescription
An error occurred while verifying your credentials, please ensure that your system is connected to a valid network and attempt to authenticate to the Full Disk Encryption PolicyServer to obtain updated credentials.
System Error. Could not write new password information.
Full Disk Encryption authentication data is missing or empty. Remote Help errors detected.
Errors were detected while attempting to connect to your Full Disk Encryption PolicyServer to authenticate.
The system could not obtain a valid Challenge, please try again.
Web service is unavailable. Cannot reset the password.
The FDE device cannot communicate with the PolicyServer for credential verification. Ensure that the device connects to the network and communicates with the PolicyServer.
Invalid name/password combination, please try again.
Please provide a valid User Name and Remote Help Response.
Please provide a valid User Name.
Invalid User Name or Password.
You entered an incorrect User Name and/or Remote Help Response. Re-enter your correct User Name and password.
Please provide a valid User Name before attempting to access challenges.
Please enter a valid response.
An empty value was entered in the User Name or Challenge Response field when you try to obtain a Remote Help Challenge. Enter a valid value.
Invalid User ID. Endpoint Encryption Error.
User not found.
The customer cannot be located in the PolicyServer. Confirm that the user exists under the Enterprise Users in the PolicyServer.
Remote Challenge Response authentication is unavailable for the User Name provided.There is no smart card assigned to the user. Assign a smart card for the appropriate user.
Full Disk Encryption authentication data could not be read. Remote Help errors detected.An error with the smart card occurred. Reassign the smart card to the user.
User not allowed to use client. Endpoint Encryption Error.The current user is not authorized access the FDE device. Ensure that the user and the device are in the same group on the PolicyServer.
Unable to contact host. Please verify the server name before continuing.The server cannot be found or an invalid server name was entered in Server Name field. Enter a valid server name or address in the Server Name field.
Remote Help is unavailable for the User Name provided.The FDE device and/or PolicyServer do not contain Remote Help information for the specified user. Ensure that Remote Help is enabled under the AllowedAuthenticationMethods policy.
The Full Disk Encryption system requires the customer to have authenticated successfully at least once before attempting to access the Remote Help function.A user must authenticate successfully to a device before using the Remote Help feature.
No Authenticators found for this group.An Authenticator must be established for the group where the user is located.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot; Deploy; Install; Migrate
Solution Id:
1059886
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