Troubleshooting Error 0x00007215 unable to find recovery facilities. Challenge/Response, or Recovery options not set? Contact Adm.
Issue:
Upon attempting to perform Recovery (Challenge Response or Self-Help recovery) customer gets message:
Error 0x00007215 unable to find recovery facilities. Challenge/Response, or Recovery options not set? Contact Adm.
For WM Staff to know ONLY: Technically, this error relates to PC Guard space, a development component that helps ensure the product cannot be reverse-engineered, as well as handling our challenge-response code generation for both the challenge and the response.
In general, it indicates that the the area in which settings are stored relating to recovery (self-help, or challenge/response) have not been initialized, or might be somehow corrupted.
Follow the steps below to gather information necessary to determine why this is occurring.
Questions to ask the customer:
1 - Which version of the software is running?
2 – Has this computer been able to complete its encryption AND communicate back to the server? Double-check that a stand-alone version of the product was not installed inadvertently, for example by double-clicking on a .msi file (instead of on a .exe file in the installation package), or by isolating the .exe during installation (e.g. by moving just the .exe to another folder) such that it could not find the SDConnex.cer, SDInstall.ini, SDprofile.spf and (optionally) the bootmsg.txt files during installation. There's no Challenge Response functionality for the Stand-Alone product.
3 - Ask if the customer is testing recovery after rebooting the machine in mid-encryption (while the machine hasn’t completed encryption). If so, it will be missing the necessary settings, as it hasn't got to the point of installation/initial encryption/post-encryption setup to set/store those values.
4 - After initial encryption completed, did the user complete setting his self-help recovery answers, and setting/synchronizing his new password? Did anything unusual happen during that process? Ask the customer to describe that.
5 - If the SES setting to show customer self-help answers in the console is enable, ask the customer to check that the server has stored the user's answers.
6 - Ask the user to test recovery against other User IDs on the same machine… do they all exhibit this same behavior, or only certain users?
7 - Is there anything different about this user ID, or this machine?
8 - Did anything unusual happen during installation of the SD Client on this machine? Ask the customer to describe.
9 - Ask the customer to force the error by attempting recovery, then pressing F7 to create logs and store them on a USB stick, then email the log contents to us for analysis.