Bitlocker Recovery issues

This procedure contains detailed information on the inputs required and the step-by-step instructions to execute
the procedure, and the output.

Input/Entry criteria
• User attempts two incorrect password attempts in his Bitlocker screen
• Bitlocker account is locked for user and he is unable to login to system
• Improper shutdown of the system.

Steps/Tasks
The procedure to obtain Bitlocker recovery is:

1. Ask the User for the Recovery Key shown on their laptop screen. You just need the first 8 characters of the
recovery key ID. If user cant see the recovery key, ask user to press Esc key on the keyboard to enter the
Bitlocker recovery screen.

Bitlocker recovery screen

 2. Go to the MBAM URL https://bitlocker.celcom.com.my/helpdesk/KeyRecoveryPage.aspx and login using
SVC_Bitlocker account.

Microsoft Bitlocker Administration and Monitoring (MBAM) screen

3. Enter the User provided Recovery key in the Key ID field

4. Select Lost Pin/Passphrase from the Reason for Drive Unlock drop down box
5. Click the Submit button. A Recovery key appears in the text box.
6. Share the system generated Recovery key with the user and ask him/her to enter the recovery in the laptop.
The user should now be able to login to his system.
7. Take a remote of the user’s system via Teams or Quick Assist.
8. Open tpm.msc from the user’s system in run prompt.
9. Check the TPM status and if it is in “not ready” state. Clear the TPM and the system will restart.
10. Press F12 after system is boot up to enable, activate, clear, enable, and activate the TPM. Sometime it will
prompt to press F10.
11. System will then loading the Windows.

Output/Exit criteria
User laptop unlocked after entering the recovery key and user is able to access the system.