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Aaron Czechowski
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---
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title: Breaking out of a Bitlocker recovery loop
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description: This article for IT professionals describes how to break out of a Bitlocker recovery loop.
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title: Breaking out of a BitLocker recovery loop
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description: This article for IT professionals describes how to break out of a BitLocker recovery loop.
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ms.prod: m365-security
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ms.localizationpriority: medium
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author: aczechowski
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@ -14,11 +14,11 @@ ms.date: 10/28/2019
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ms.custom: bitlocker
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---
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# Breaking out of a Bitlocker recovery loop
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# Breaking out of a BitLocker recovery loop
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Sometimes, following a crash, you might be unable to successfully boot into your operating system, due to the recovery screen repeatedly prompting you to enter your recovery key. This can be very frustrating.
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Sometimes, following a crash, you might be unable to successfully boot into your operating system, due to the recovery screen repeatedly prompting you to enter your recovery key. This experience can be frustrating.
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If you've entered the correct Bitlocker recovery key multiple times, and are still unable to continue past the initial recovery screen, follow these steps to break out of the loop.
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If you've entered the correct BitLocker recovery key multiple times, and are still unable to continue past the initial recovery screen, follow these steps to break out of the loop.
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> [!NOTE]
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> Only try these steps after you have restarted your device at least once.
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@ -57,24 +57,24 @@ Both Chrome and Firefox have their own browser-specific group policies. We recom
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#### Chrome policies
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These policies can be found along the filepath, *Software\Policies\Google\Chrome\\*, with each policy name corresponding to the file name (e.g., IncognitoModeAvailability is located at *Software\Policies\Google\Chrome\IncognitoModeAvailability*).
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These policies can be found along the filepath, `Software\Policies\Google\Chrome\`, with each policy name corresponding to the file name. For example, `IncognitoModeAvailability` is located at `Software\Policies\Google\Chrome\IncognitoModeAvailability`.
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Policy name | Values | Recommended setting | Reason
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[IncognitoModeAvailability](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=IncognitoModeAvailability) | `0` = Enabled <br /> `1` = Disabled <br /> `2` = Forced (i.e. forces pages to only open in Incognito mode) | Disabled | This policy allows users to start Chrome in Incognito mode. In this mode, all extensions are turned off by default.
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[BrowserGuestModeEnabled](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=BrowserGuestModeEnabled) | `false` or `0` = Disabled <br /> `true`, `1`, or not configured = Enabled | Disabled | This policy allows users to login as *Guest*, which opens a session in Incognito mode. In this mode, all extensions are turned off by default.
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[BackgroundModeEnabled](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=BackgroundModeEnabled) | `false` or `0` = Disabled <br /> `true` or `1` = Enabled <br /> <br /> **Note:** If this policy is not set, the user can enable or disable background mode through local browser settings. | Enabled | This policy keeps Chrome running in the background, ensuring that navigation is always passed to the extension.
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[IncognitoModeAvailability](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=IncognitoModeAvailability) | `0` = Enabled <br /> `1` = Disabled <br /> `2` = Forces pages to only open in Incognito mode | Disabled | This policy allows users to start Chrome in Incognito mode. In this mode, all extensions are turned off by default.
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[BrowserGuestModeEnabled](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=BrowserGuestModeEnabled) | `false` or `0` = Disabled <br /> `true`, `1`, or not configured = Enabled | Disabled | This policy allows users to sign in as *Guest*, which opens a session in Incognito mode. In this mode, all extensions are turned off by default.
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[BackgroundModeEnabled](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=BackgroundModeEnabled) | `false` or `0` = Disabled <br /> `true` or `1` = Enabled <br /> <br /> **Note:** If this policy isn't set, the user can enable or disable background mode through local browser settings. | Enabled | This policy keeps Chrome running in the background, ensuring that navigation is always passed to the extension.
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[ExtensionSettings](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=ExtensionSettings) | This policy accepts a dictionary that configures multiple other management settings for Chrome. See the [Google Cloud documentation](https://cloud.google.com/docs/chrome-enterprise/policies/?policy=ExtensionSettings) for complete schema. | Include an entry for `force_installed` | This policy prevents users from manually removing the extension.
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#### Firefox policies
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These policies can be found along the filepath, *Software\Policies\Mozilla\Firefox\\*, with each policy name corresponding to the file name (e.g., DisableSafeMode is located at *Software\Policies\Mozilla\Firefox\DisableSafeMode*).
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These policies can be found along the filepath, `Software\Policies\Mozilla\Firefox\`, with each policy name corresponding to the file name. Foe example, `DisableSafeMode` is located at `Software\Policies\Mozilla\Firefox\DisableSafeMode`.
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Policy name | Values | Recommended setting | Reason
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[DisableSafeMode](https://github.com/mozilla/policy-templates/blob/master/README.md#DisableSafeMode) | `false` or `0` = Safe mode is enabled <br /> `true` or `1` = Safe mode is disabled | True (i.e. the policy is enabled and Safe mode is *not* allowed to run) | Safe mode can allow users to circumvent Application Guard
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[BlockAboutConfig](https://github.com/mozilla/policy-templates/blob/master/README.md#BlockAboutConfig) | `false` or `0` = User access to *about:config* is allowed <br /> `true` or `1` = User access to *about:config* is not allowed | True (i.e. the policy is enabled and access to about:config is *not* allowed) | *About:config* is a special page within Firefox that offers control over many settings that may compromise security
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[Extensions - Locked](https://github.com/mozilla/policy-templates/blob/master/README.md#Extensions) | This setting accepts a list of UUIDs for extensions (these can be found by searching `extensions.webextensions.uuids` within the about:config page) | Software\Policies\Mozilla\Firefox\Extensions\Locked\1 = "`ApplicationGuardRel@microsoft.com`" | This setting allows you to lock the extension, so the user cannot disable or uninstall it.
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[DisableSafeMode](https://github.com/mozilla/policy-templates/blob/master/README.md#DisableSafeMode) | `false` or `0` = Safe mode is enabled <br /> `true` or `1` = Safe mode is disabled | The policy is enabled and Safe mode isn't allowed to run. | Safe mode can allow users to circumvent Application Guard
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[BlockAboutConfig](https://github.com/mozilla/policy-templates/blob/master/README.md#BlockAboutConfig) | `false` or `0` = User access to `about:config` is allowed <br /> `true` or `1` = User access to `about:config` isn't allowed | The policy is enabled and access to `about:config` isn't allowed. | `About:config` is a special page within Firefox that offers control over many settings that may compromise security
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[Extensions - Locked](https://github.com/mozilla/policy-templates/blob/master/README.md#Extensions) | This setting accepts a list of UUIDs for extensions. You can find these extensions by searching `extensions.webextensions.uuids` within the `about:config` page) | Software\Policies\Mozilla\Firefox\Extensions\Locked\1 = "`ApplicationGuardRel@microsoft.com`" | This setting allows you to lock the extension, so the user can't disable or uninstall it.
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## Troubleshooting guide
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@ -82,15 +82,15 @@ Policy name | Values | Recommended setting | Reason
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Error message | Cause | Actions
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Application Guard undetermined state | The extension was unable to communicate with the companion app during the last information request. | 1. Install the [companion app](https://www.microsoft.com/p/windows-defender-application-guard-companion/9n8gnlc8z9c8?activetab=pivot:overviewtab) and reboot</br> 2. If the companion app is already installed, reboot and see if that resolves the error</br> 3. If you still see the error after rebooting, uninstall and re-install the companion app</br> 4. Check for updates in both the Microsoft store and the respective web store for the affected browser
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Application Guard undetermined state | The extension was unable to communicate with the companion app during the last information request. | 1. Install the [companion app](https://www.microsoft.com/p/windows-defender-application-guard-companion/9n8gnlc8z9c8?activetab=pivot:overviewtab) and reboot</br> 2. If the companion app is already installed, reboot and see if that resolves the error</br> 3. If you still see the error after rebooting, uninstall and reinstall the companion app</br> 4. Check for updates in both the Microsoft store and the respective web store for the affected browser
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ExceptionThrown | An unexpected exception was thrown. | 1. [File a bug](https://aka.ms/wdag-fb) </br> 2. Retry the operation
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Failed to determine if Application Guard is enabled | The extension was able to communicate with the companion app, but the information request failed in the app. | 1. Restart the browser </br> 2. Check for updates in both the Microsoft store and the respective web store for the affected browser
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Launch in WDAG failed with a companion communication error | The extension couldn't talk to the companion app, but was able to at the beginning of the session. This can be caused by the companion app being uninstalled while Chrome was running. | 1. Make sure the companion app is installed </br> 2. If the companion app is installed, reboot and see if that resolves the error </br> 3. If you still see the error after rebooting, uninstall and re-install the companion app </br> 4. Check for updates in both the Microsoft store and the respective web store for the affected browser
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Launch in WDAG failed with a companion communication error | The extension couldn't talk to the companion app, but was able to at the beginning of the session. This error can be caused by the companion app being uninstalled while Chrome was running. | 1. Make sure the companion app is installed </br> 2. If the companion app is installed, reboot and see if that resolves the error </br> 3. If you still see the error after rebooting, uninstall and reinstall the companion app </br> 4. Check for updates in both the Microsoft store and the respective web store for the affected browser
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Main page navigation caught an unexpected error | An unexpected exception was thrown during the main page navigation. | 1. [File a bug](https://aka.ms/wdag-fb) </br> 2. Retry the operation
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Process trust response failed with a companion communication error | The extension couldn't talk to the companion app, but was able to at the beginning of the session. This can be caused by the companion app being uninstalled while Chrome was running.| 1. Make sure the companion app is installed. </br> 2. If the companion app is installed, reboot and see if that resolves the error </br> 3. If you still see the error after rebooting, uninstall and re-install the companion app </br> 4. Check for updates in both the Microsoft store and the respective web store for the affected browser
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Protocol out of sync | The extension and native app cannot communicate with each other. This is likely caused by one being updated without supporting the protocol of the other. | Check for updates in both the Microsoft store, and the web store for the affected browser
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Security patch level does not match | Microsoft determined that there was a security issue with either the extension or the companion app, and has issued a mandatory update. | Check for updates in both the Microsoft store, and the web store for the affected browser
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Unexpected response while processing trusted state | The extension was able to communicate with the companion app, but the API failed and a failure response code was sent back to the extension. | 1. [File a bug](https://aka.ms/wdag-fb) </br> 2. Check if Edge is working </br> 3. Retry the operation
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Process trust response failed with a companion communication error | The extension couldn't talk to the companion app, but was able to at the beginning of the session. This error can be caused by the companion app being uninstalled while Chrome was running.| 1. Make sure the companion app is installed. </br> 2. If the companion app is installed, reboot and see if that resolves the error </br> 3. If you still see the error after rebooting, uninstall and reinstall the companion app </br> 4. Check for updates in both the Microsoft store and the respective web store for the affected browser
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Protocol out of sync | The extension and native app can't communicate with each other. This error is likely caused by one being updated without supporting the protocol of the other. | Check for updates in both the Microsoft store, and the web store for the affected browser
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Security patch level doesn't match | Microsoft determined that there was a security issue with either the extension or the companion app, and has issued a mandatory update. | Check for updates in both the Microsoft store, and the web store for the affected browser
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Unexpected response while processing trusted state | The extension was able to communicate with the companion app, but the API failed and a failure response code was sent back to the extension. | 1. [File a bug](https://aka.ms/wdag-fb) </br> 2. Check if Microsoft Edge is working </br> 3. Retry the operation
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## Related articles
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