This article explains what to do if you are attempting to perform an encryption recovery within the Sophos Enterprise Console and are presented with the error message: "
Challenge correct, but error on Response generation"
Known to apply to the following Sophos product(s) and version(s)
Sophos Disk Encryption 5.61.0
What To Do
When performing the encryption recovery, to access the hard disk of an encrypted endpoint using a WinPE Recovery media, ensure you choose the option "
Power on Authentication corrupt (key recovery)" within the Enterprise Console's Recovery Wizard.
You will receive the "
Challenge correct, but error on Response generation" after entering the challenge code, if you erroneously choose the "
Forgotten password (logon recovery)" option within the encryption recovery wizard.
The video in the following article outlines the process in detail, including the selection of the correct option within the Encryption Recovery wizard:
Article ID: 117553
Title: Full Disk Encryption: Watch our 'How to...' videos