Encryption Recovery failed with "The challenge was correct, but there was an error while generating the response."

  • Article ID: 120632
  • Updated: 03 Mar 2014

Issue

Encryption Recovery for a Sophos Disk Encryption 5.61 Client fails with an error: "The challenge was correct, but there was an error while generating the response."

First seen in

Sophos Disk Encryption 5.61.0
Enterprise Console 5.2.1

Cause

The Encryption Recovery process at the client's Power-on Authentication was initiated while a username was entered in the "Username" field. In rare occasions, the Sophos Enterprise Console does not create a response in this case but displays an error message.

What To Do

Reboot the Sophos Disk Encryption Client that requires a Challenge/Response (Encryption Recovery), make sure that the "Username" field is blank and press "Recovery" to start another Encryption Recovery attempt.

 
If you need more information or guidance, then please contact technical support.

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