Encryption/File encryption inaccessible

Overview

Files encrypted but user profile corrupted or migrated

Possible Causes

This issue commonly occurs under the Device Encryption category, specifically related to Encryption.

Step-by-Step Fix

Use same account to decrypt → Restore from backup if key lost

Escalation Note

If the issue persists after following these steps, escalate to the 2nd Line Support or ICT Systems Administrator as per the ECDoE ICT Helpdesk SOP.

Related Policy Reference

Refer to the ECDoE ICT Support Services SOP (2024–2029) – Section on Incident Management and Troubleshooting.