macOS FileVault Status or Recovery Prompt on Managed Device

- User is prompted for a FileVault recovery key or cannot unlock the disk normally. - FileVault status appears to change unexpectedly after updates. - User asks for recovery key retrieval for a managed Mac.

- Disk encryption state changed or recovery unlock is required. - Password/account changes impacted expected unlock workflow. - Authorized recovery method is required through managed key escrow.

Document whether the issue affects one user, multiple users, or multiple devices. Confirm exact error messages, recent changes (password reset, update, network change), and whether the same issue reproduces in web vs desktop workflows where applicable.

Confirm the user is signed in with the correct corporate account, system time is accurate, network/VPN connectivity is stable, and the application is not running in offline or limited mode.

Use the command snippets below to collect non-destructive diagnostics. Capture output in the ticket when escalation may be required. Avoid deleting profiles, cached credentials, or managed app data unless the runbook or admin approval explicitly allows it.

- Verify user identity and device ownership before discussing recovery options. - Use approved key escrow or MDM workflows for FileVault recovery requests. - Collect exact error prompt text and whether the issue occurs at boot or login. - Do not disable FileVault or use unauthorized tools to bypass encryption.