> Source: [sk183562](https://support.checkpoint.com/results/sk/sk183562)

# sk183562 - Local users are not able to use remote help for encrypted media using Harmony Endpoint

| Property | Value |
|----------|-------|
| Solution ID | sk183562 |
| Date Created | 2025-06-11 |
| Last Modified | 2025-06-13 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | E88.X |
| OS | Windows |

## Symptoms

- * Local users are not able to do a key recovery for a USB that has been encrypted with Harmony Endpoint Media encryption. The EPM Challenge portion is blank.
* `DNCli.log` file located in `C:\ProgramData\CheckPoint\Logs` shows:

  ```
   dd/mm/yyyy hh:mm:ss     TID=0x1bec     webRH challengesLeft="0" 
  ```

## Solution

This solution requires authentication. Please log in to view the full solution.

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content