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Who this is for / when to use it
Your JCB computer restarted to a blue screen asking for a BitLocker recovery key (a 48-digit number), and you can't get past it. Your files are safe — this is your computer's built-in security, not a virus or a crash. You don't have the key, and you're not supposed to; JCB IT can unlock it for you.
What to do right now
- Don't reset, wipe, or "factory reset" the computer, and don't pick any "skip this drive" or reset option to get past the screen. Leave it exactly as it is — those steps can make your files unrecoverable.
- Photograph the screen with your phone (or note the short "Recovery key ID" it shows). This helps us find your key fast.
- Contact JCB IT and say your computer is showing the BitLocker recovery screen. If you're teaching or have a deadline, tell us, we treat these as urgent.
How to reach JCB IT
Email: itrequests@business.cornell.edu | Phone: 607-255-6300
Have this ready when you contact us
- Your NetID.
- The Recovery key ID from the screen (step 2), if you can see it.
- Your location (building / room), if you'd like someone to come to you or plan to walk in.
Common problems / if that didn't work
Why is this happening? Windows sometimes asks for the recovery key after a change it treats as unexpected,; a Windows or firmware update, a hardware change, an unexpected shutdown or power loss, or being powered off/unplugged for a long time. It's expected security behavior, not a sign anything is broken.
Why do I not have the key? Your JCB computer is encrypted so that if it's ever lost or stolen, no one else can read your files. The key that unlocks it is stored securely by Cornell, not given to you to memorize. Central storage means a lost key never means lost data, and there's no key sitting with you that could be phished out of you.
Will JCB IT email me the key? No. JCB IT will never email you the raw key or ask you to send passwords or credentials by email. We retrieve the key from Cornell's secure storage and assist you enter it.
I'm off-campus — can I still get unlocked? Yes. A computer left unplugged and powered off for a while can ask for the key at the next start-up. You can still reach JCB IT remotely to get unlocked.
I'm on a Mac. The equivalent feature is FileVault, which may ask for a recovery key or a login-linked unlock. The response is the same: don't wipe it, and contact JCB IT.
Still stuck?
If you're unsure whether what you're seeing is the BitLocker recovery screen, or you can't reach the contact point above, JCB IT can help, don't wipe or reset the computer while you wait.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[edited via Jane by rtm25 on 2026-08-28 15:14 UTC]