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self-service-portal.md

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title BitLocker self-service portal
description How to use the user self-service portal in Configuration Manager for BitLocker recovery
ms.date 11/29/2019
ms.subservice protect
ms.topic how-to
ms.collection tier3

BitLocker self-service portal

Applies to: Configuration Manager (current branch)

After you install the BitLocker self-service portal, if BitLocker locks a user's device, they can independently get access to their computers. The self-service portal requires no assistance from help desk staff.

Screenshot of default BitLocker self-service portal

Important

To get a recovery key from the self-service portal, a user must have successfully signed in to the computer at least once. This sign-in must be local to the device, not in a remote session. Otherwise, they need to contact the help desk for key recovery. A help desk administrator can use the administration and monitoring website to request the recovery key.

BitLocker can lock the device in the following situations:

  • The user forgets their BitLocker password or PIN

  • There's a change to the device's OS files, BIOS, or Trusted Platform Module (TPM)

To request the BitLocker recovery key from the self-service portal:

  1. When BitLocker locks a device, it displays the BitLocker recovery screen during startup. Write down the 32-digit BitLocker recovery key ID.

  2. On another computer, go to the self-service portal in the web browser, for example https://webserver.contoso.com/SelfService.

  3. Read and accept the notice.

  4. In the Recovery Key ID field, enter the first eight digits of the BitLocker recovery key ID. If it matches multiple keys, then enter all 32 digits.

  5. Choose one of the following options for the Reason for this request:

    • BIOS/TPM changed
    • OS filed modified
    • Lost PIN/passphrase

  6. Select Get Key. The self-service portal displays the 48-digit BitLocker recovery key.

  7. Enter this 48-digit code into the BitLocker recovery screen on your computer.

Note

The BitLocker self-service portal may timeout after a period of inactivity. For example, after five minutes you may see a timeout warning with a 60 second counter.

BitLocker self-service portal timeout warning

If you don't respond to the countdown, the session will expire.

BitLocker self-service portal session expired page