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single use support ticket

Anonymous
2024-08-12T20:08:11+00:00

Hello, I have a windows server 2016 that has crashed and wont boot up anymore to the OS amymore. It was set up as a raid. The harddrive works and I can see the files on a different computer, but I cant access them becuase they are encrypted so they wont open on the another computer. I see you have a support option for a single use case for $499. Do you know if this is something that can be fixed under that service? Also what if I get the service, but you are unable to fix it for some reason, will I get a refund? Please let me know ASAP. thanks!

Windows Server Windows desktop and shell experience

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  1. Anonymous
    2024-08-13T06:07:04+00:00

    Hello,

    Thank you for posting in Microsoft Community forum.

    Based on the description, I understand your question is related to unlock drive.

    Regarding to the ticket cost and refund policy, it is recommended to contact Microsoft hotline for a detailed check.

    If the drive is bitlocker encrypted, there will be a bitlocker recovery screen ask for bitlocker recovery password. Generally, we can refer to the following path to find out the BitLocker recovery key, because this is a personal information and will not be collected by Microsoft, so please kindly try to find carefully if the key was saved in below places:

    1. In your Microsoft account: Sign in to your Microsoft account on another device to find your recovery key: If the device was set up or BitLocker protection was activated by another user, the recovery key may be in that user’s Microsoft account.
    2. On a printout you saved: Your recovery key may be on a printout that was saved when BitLocker was activated. Look where you keep important papers related to your computer.
    3. On a USB flash drive: Plug the USB flash drive into your locked PC and follow the instructions. If you saved the key as a text file on the flash drive, use a different computer to read the text file.
    4. In an Azure Active Directory account: If your device was ever signed in to an organization using a work or school email account, your recovery key may be stored in that organization's Azure AD account associated with your device.

    If you are unable to locate a required BitLocker recovery key, I am afraid you cannot access that drive.

    Best regards,

    Molly

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