User recovery options disabled from EPO

[irodrig1]

Hello,

I have this problem were with a specific user where every time I need to do an encryption recovery from the EPO all of the user recovery options are grayed out. I can only do Machine Recovery.

The user's machine has Drive Encryption Agent, Go and Windows 7.2.4.2. Also the user is associated in Encryption users to that computer.

Any idea why the user recovery options are disabled?

Thanks in advance.

[twenden]

You need to check the ePO server drive encryption policies. Look for that system in ePO and then click on "Actions" , "Directory Management" and "View Assigned Policies". Make sure that it has the button for self recovery enabled under user based policies. 

[irodrig1]

twenden, thanks for the reply.

The system has the user based policy applied and it has the button for self recovery enabled.

Any other ideas?

[cdinet]

Check that user's permssions under permission sets to see if they are missing some rights.

[irodrig1]

It has all the permissions it needs. That's the odd thing...

[cdinet]

what version of epo?  Are there other epo users who have less permissions possibly logged in at the same time?

[irodrig1]

The EPO version in 5.3.3

Yes.

The strange thing is that this ocurrs only with this user.

With anyother we can perform a user recovery as usual.

[cdinet]

Please open a ticket with McAfee so we can investigate.  I know of one other similar case open.