Support questions
Q: What happens if I forget my password?
A: You will have to call our 24/7 helpdesk and get help over the phone, password reset cannot be done by email. You will need to identify yourself with your company identifier and we will then call you back on your predefined telephone number to confirm your identity.
Q: What if Windows crashes?
A: As long as you are a valid user of the PC, you will be able to boot from a Microsoft system disc as normal. After successfully logging in to Alertsec Xpress, you can often restore Windows or run in safe mode until the problem is found.
Q: What happens if my hard disk crashes?
A: Contact Alertsec helpdesk. When you install Alertsec Xpress, the necessary information needed to back-track the encryption is written to the Alertsec server. By contacting the Alertsec helpdesk, they will be able to give you instructions and help you restore the information.
Q: Will back-ups be encrypted as well?
A: No, any information being exported from the PC will be in clear text, as it is automatically decrypted when read from the hard disk. We always recommend taking back-ups with regular intervals.
Q: Can I change my screensaver?
A: Yes, but the screensaver of your choice will be enforced to start after 15 minutes of inactivity. This is part of our "best practice" security configuration of your Alertsec Xpress installation.
Q: Can I use smart cards and fingerprint readers?
A: If you are using any of these for logging in to your network it will most likely still work normally. However, as Alertsec has pre-boot authentication, the drivers which read these devices are not available when Alertsec is active so you will not be able to use them instead of Alertsec Xpress authentication at boot time.
Q: How do I uninstall?
A: Login to your account on the Alertsec website, click on users and find the user/ laptop that needs to be uninstalled. At the bottom of the user's page there is an "uninstall" button that will send an email with a unique link to uninstall. This will uninstall Alertsec Xpress and decrypt the PC. Please note that the user has to reboot and login again with the correct credentials before a decryption will start.
Q: I have not local admin rights - what to do?
A: You need to contact your IT manager or someone with local admin rights. It is only necessary for him to be logged in during the installation and at the reboot directly after installation. Once the installation is started (You can see that the encryption started by looking at the  in the tray) he can log out since the admin right is no longer necessary.
Q: I get this "-2" error - what is that?
A: This error is related to you not having sufficient access rights to your PC. You need full read/write rights to C: to be able to install correctly and start the encryption. You also need to be connected to Internet at some time after installation.
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