Find a BitLocker recovery key in the dashboard

A Windows computer can stop at a blue BitLocker recovery screen after an update, a hardware change or a BIOS change. You need its recovery key to start it. For company computers in Microsoft 365, you can get the key from the IT Solver dashboard.

Before you start

• You must have the Owner or IT manager role for your business in the dashboard. Other roles cannot see the BitLocker tab.
• Your Microsoft 365 must be connected to the dashboard. See Connect the dashboard to your Microsoft 365.
• If your business shares Microsoft 365 with another business, the BitLocker tab shows only for the business that holds the Microsoft 365. Ask IT Solver if you cannot see it.
• The computer must be joined to your Microsoft 365 (Microsoft Entra ID). If the computer uses a personal Microsoft account, go to The computer is not in Microsoft 365.
• If the page asks you to verify your email, you must be able to read email at the address you use to sign in. The dashboard sends a code to that address.
• On the locked computer, find the Recovery key ID on the BitLocker recovery screen. Write down the first 8 characters.

Find the recovery key

1. Sign in at dashboard.itsolver.net.
2. Select Microsoft 365.
3. Select the BitLocker tab.
4. If the page shows Access authorized., you do not need an email code. Go to step 8.
5. In Verify your email, select Send verification code. The key buttons stay unavailable until you verify.
6. Open the email from the dashboard. Find the 6-digit code.
7. Type the code in Six-digit verification code, then select Verify email. The page reloads and shows Email verified. and the time that your access expires, in Brisbane time (AEST).
8. In Recovery keys, type the first 8 characters of the recovery key ID in the search box. You can also type the device name.
9. Find the key with the matching ID. The dashboard highlights the first 8 characters of each key ID.
10. Next to the matching key, select the key icon button. The dashboard gets the key from Microsoft and shows it concealed.
11. Select the eye button to show the key. Or select the copy button (two squares) to copy it.
12. Type the 48-digit key on the locked computer, then press Enter.
13. If you verified by email but did not show a key, select End verified session.

The limits are:

• The code expires after 10 minutes.
• The code locks after 5 incorrect attempts. Select Send a new code to get a new one.
• You can ask for a code 5 times in one hour.
• A verified session expires after 10 minutes. The page then reloads by itself.
• Each email verification allows one attempt to get a key. The attempt uses your access, even if it fails. To try again or to see a different key, reload the page and verify again.
• If the page shows Access authorized., you can show more than one key.

Do not send a recovery key by email or text message. Read it out by phone, or type it on the computer yourself. Every key that you show is recorded.

Examples

A laptop shows the BitLocker screen after a Windows update

A staff member restarts their laptop after an update. The laptop shows a blue BitLocker recovery screen and asks for the recovery key.

To fix it: ask the staff member to read you the recovery key ID from the screen. Do the steps in Find the recovery key. Read the key to the staff member by phone.

The search finds no key

You type the first 8 characters of the recovery key ID, and the page shows No matching recovery keys.

Microsoft 365 does not have a key with that ID. The computer is possibly not joined to your Microsoft 365, or it saved the key to a personal Microsoft account.

To fix it: check the characters again. Then try the steps in The computer is not in Microsoft 365.

The page shows "Device names unavailable"

The page lists recovery keys, but it does not show the device names.

Microsoft has not given the dashboard permission to read device names. The recovery key IDs still work.

To fix it: search by the recovery key ID instead of the device name.

The second key shows "Your recovery-key access expired"

You verified your email and showed one key. When you try a second key, the dashboard shows Your recovery-key access expired. Reload this page and try again.

Each email verification allows only one attempt to get a key. The page still shows Email verified. until you reload it, but the first attempt used the access.

To fix it: reload the page, select Send verification code and verify again.

The page shows "No BitLocker recovery keys" or "Recovery-key metadata unavailable"

The page shows No BitLocker recovery keys, or a red alert that says Recovery-key metadata unavailable. The page shows no key list.

No BitLocker recovery keys means that Microsoft 365 has no saved keys for your business. Recovery-key metadata unavailable means that the list did not load.

To fix it: for an error, wait a few minutes and reload the page. For no keys, check that the computer is joined to your Microsoft 365, or try the steps in The computer is not in Microsoft 365. If the problem continues, contact IT Solver with the computer name and the first 8 characters of the recovery key ID.

The page shows "Microsoft 365 could not retrieve this recovery key right now."

You select the key icon button, and the dashboard shows Microsoft 365 could not retrieve this recovery key right now.

Microsoft did not send the key. The attempt used your verified access.

To fix it: wait a few minutes. Reload the page, verify your email again and select the key icon button again.

The computer is not in Microsoft 365

The computer was set up with a personal Microsoft account, for example an Outlook.com or Hotmail address. The dashboard cannot see its key.

To fix it: on another device, go to aka.ms/myrecoverykey. Sign in with the Microsoft account that the computer uses. Find the key with the matching key ID.

Still have a problem?

If you cannot find the key, tell IT Solver the computer name and the first 8 characters of the recovery key ID. Do not include a recovery key in an email.

Questions? Email support@itsolver.net or phone 07 3123 6000.