If a user can no longer use their password details to access their computer, which is encrypted via FileVault 2 encryption, a FileVault 2 Recovery Key may be issued so that the user can bypass or reset their local user password on the device. This eventuality may occur - for example - from user error or in the unlikely event of a system error.
This procedure is in place to ensure that FileVault Recovery Key is distributed securely to customers when required. This request cannot be actioned unless it has been made (or approved) by an institution’s Technical Account Administrator.
Please note that dataJAR may not hold the FileVault Recovery Key for every device depending on an institution's preference and terms of the agreement. If this is the case, we would advise seeking support from the institution’s IT department.
Please note FileVault keys are rotated every 30 days, by requesting a key does not automatically hold the rotation. If you find the key does not work after following the steps to Reset your password using the FileVault Recovery Key, you may need to request a new key.
How to request a FileVault 2 Recovery Key
Using the Portal
If you do not have access, please reach out to the support desk.
Contacting the Support Desk
If you don't have access to the portal or would prefer to request a FileVault 2 Recovery Key from the support desk directly, please raise a support ticket containing at least the device serial number. If approval is needed by a Technical Account Administrator, this will be sought at this stage.
Once we have received the ticket and all of the required information (and approval if needed), the requester will receive a FileVault Authorisation form accordingly. This form is to be completed by a Technical Account Administrator from the requester’s institution as well as a dataJAR engineer.
Upon completion of the FileVault Authorisation form, the requester will receive a response on their support ticket with a message containing the device’s FileVault 2 Recovery Key, as well as instructions on how to proceed with regaining access to their device.
Need further support?
If you still require assistance with us or have any further questions, please raise a ticket with our support team.
Alternatively, please see our frequently updated knowledge base articles for reference.