{"id":4668,"date":"2026-09-24T14:36:37","date_gmt":"2026-09-24T11:36:37","guid":{"rendered":"https:\/\/support.withsecure.com\/en\/?post_type=support_article&#038;p=4668"},"modified":"2026-09-24T14:36:37","modified_gmt":"2026-09-24T11:36:37","slug":"elements-portal-shows-encrypted-drive-status-as-recovery-information-error","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/en\/support-articles\/elements-portal-shows-encrypted-drive-status-as-recovery-information-error\/","title":{"rendered":"Elements portal shows Encrypted drive status as &#8220;Recovery information error&#8221;"},"content":{"rendered":"<h3>Issue:<\/h3>\n<p>In the Elements Security Center portal the portal shows that the system disk drive is encrypted for a device but it is unable to collect the bitlocker recovery key.\u00a0<\/p>\n<p>On the device details page for a device, it shows under &quot;Endpoint encryption &gt; Encrypted Drives&quot; the following details and error message:<\/p>\n<p><em>Drive C (system disk)<\/em><\/p>\n<ul>\n<li style=\"font-style: italic;\"><em>Encrypted<\/em><\/li>\n<li style=\"font-style: italic;\"><em>Recovery information error (An error occurred during data collection for the recovery information. Please review the logs.)<\/em><\/li>\n<li style=\"font-style: italic;\"><em>Pin-code: set\u00a0<\/em><\/li>\n<\/ul>\n<p>Why does Elements Endpoint Protection (Elements Agent) fail to retrieve the BitLocker key from the device?\u00a0<\/p>\n<h3>Resolution:<\/h3>\n<p>For example, if BitLocker was enabled using: <strong>manage-bde -on C: -tpmandpin<\/strong><\/p>\n<p>then it is possible that only a TPM+PIN protector was created and no recovery password protector exists.<\/p>\n<p>You can run the following command to display the BitLocker protectors configured on the volume: <strong>manage-bde -protectors -get C:<\/strong><\/p>\n<p>If you only see:<\/p>\n<ul>\n<li>TPM<\/li>\n<li>TPM And PIN<\/li>\n<\/ul>\n<p>and there is no &quot;Numerical Password&quot; protector, then there is no recovery key stored on that device to retrieve.<\/p>\n<p><strong>manage-bde -protectors -get C: <\/strong>should display the 48-digit recovery password locally.<\/p>\n<p>When scripting BitLocker deployment, ensure a recovery password protector is added, for example: manage-bde -protectors -add C: -RecoveryPassword &lt;NumericalPassword&gt;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the Elements Security Center portal the portal shows that the system disk drive is encrypted for a device but it is unable to collect the bitlocker recovery key.\u00a0<\/p>\n<p>On the device details page for a device, it shows under &#8220;Endpoint encryption > Encrypted Drives&#8221; the following details and error message:<\/p>\n<p>Drive C (system disk)<\/p>\n<p>Encrypted<br \/>\nRecovery information error (An error occurred during data collection for the recoveryinformation. Please review the logs.)<br \/>\nPin-code: set\u00a0<\/p>\n<p>Why does Ele<\/p>\n","protected":false},"template":"","support_article_product":[99],"class_list":["post-4668","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000015610","source_version":1,"source_system":"salesforce","source_date_updated":"2026-09-24 11:36:37","import_hash":"a4e46718834a77e9515b5b242079b94d7d8d825e","vanilla_article_id":"","vanilla_url":"","vanilla_kb_id":"","vanilla_category_id":"","machine_translated":false,"reactions_helpful_yes":"","reactions_helpful_no":""},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article\/4668","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/media?parent=4668"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article_product?post=4668"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}