For ING Users: Frequently Asked Questions (FAQ)

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  • Updated: 11 Feb 2016

This is a list of FAQs for ING users, dealing with the most common issues.

Is it normal for encryption to be taking 20+ hours?

While encrypting your hard drive, SafeGuard is also checking the disk for errors. If it finds errors it will continue to try to repair them, over and over again, as it cannot progress with errors on the disk. Because of this, it is possible for the encryption to take much longer than the recommended 30GB/hour.
If this is the case, don't worry. Just allow the encryption to finish, and your computer should be fine to use.

How do I backup my key file?

Your key recovery file, is the single most important file to backup when using SafeGuard. If anything happens to your computer or your operating system, preventing either POA or your Operating System from loading, without your key recovery file there is no way to access the encrypted data. For this reason please ensure you have this file backed up to a safe location, not on your computer, e.g. email, USB, another computer, etc..

To backup your key recovery file, in Windows with SafeGuard installed, right-click on the SafeGuard shield on the taskbar, in the bottom right hand corner.

Click 'key backup', and choose a location to save the file to. From there you can move it to your backup location, not on your computer, e.g. USB drive, email, another computer.

Two files are created when you backup your key recovery file: the .xml file is the key recovery file, while the .bkn file is the backup of the master boot record. While both files should be backed up and can be used for recovery, the .xml is much more important.


Local self help

Local self help is a very quick and easy way to recover your computer in the event that you forget your password, or the password you are trying does not seem to be working.

After successfully logging into Windows for the first time after installing SafeGuard, you will be prompted to complete the Local Self Help (LSH).

If you do not see the prompt for LSH, right-click on the SafeGuard shield icon on the taskbar (bottom right corner), then click 'Local Self Help'.

  1. You will need to enter your current password to begin the Local Self Help setup.
  2. After entering your password a clicking 'next', you will see the overview. Please click 'next' again.
  3. You will see a list of questions presented.
    If you see a number of different languages present, click on the drop-down menu next to 'Theme'. This will allow you to select a single language. After choosing your language, please answer at least 10 of the listed questions. ** Please note that when using LSH as a recovery option the case of the letters matter. So 'School' is not the same as 'school'.
  4. If you would like to check your previously answered questions, check the box 'Show answers' which is located near the top.
  5. After answering at least 10 questions, click 'Next'. You will be presented with a window confirming local self help is active. If you do not see a confirmation indicating LSH is active you may not have answered the minimum number of questions.
  6. If the minimum number of questions has been answered, click 'Finish' to complete the setup.

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

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