Remote Admin Support Q&A - iStorage DATASHUR BT Manuel D'utilisation

18. Remote Admin Support Q&A
Q: I need to unlock my drive urgently but cannot recall the drive Password.
A: Contact your Administrator to activate 'Remote Unlock' to unlock your drive remotely the next time it is connected
to a computer. This is a one-time action only, you will need to contact your Administrator if remote unlock is
required again.
Q: What do I do if my drive is Lost or Stolen?
A: Contact your Administrator to either 'Disable' your drive (can be re-enabled if drive is found) or to perform
a 'Remote Wipe' which resets the drive, deleting the encryption key, all data and credentials.
Q: How can I unlock my datAshur BT if I have forgotten the 'drive Password'?
A: Contact your Administrator to remotely 'Change the drive Password' on your behalf, after doing so, your
Administrator will communicate to you the 'New drive Password'.
You will now be able to unlock your drive with the new Admin created drive Password.
Security Alert: You must now change the Admin created new drive Password to your own unique 7-15 character
Password by following the steps in section 7 'How to change the drive Password'.
Q: How can I log in if I have forgotten my 'Account (App) Password'?
A: Contact your Administrator to 'Reset your Account (App) Password', after doing so, you will receive an email
containing a new 'Temporary Password'. Upon receiving this proceed with the steps as described in the table
below to reset your Account (App) Password. See also section 16 'How to Reset your Account (App) Password' to
reset your Password without the aid of your Administrator.
1. Refer to the email from your Administrator containing your new Temporary Password.
2. Open the datAshur BT Managed App and enter your
Account Username and the new Temporary Password as received
from your administrator and tap Login.
3. Change your Account Temporary Password to your own
Unique Password.
Enter your 'Temporary Password' in the 'Old Password' field then enter your
'New Password' and 'Confirm Password' and finally tap 'Change
Password'. The App will open in 'Managed drives' if Password change was
successful.
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