This service provides end users with assistance when they are locked out of their County-issued Windows device and see a BitLocker recovery screen. A recovery key is required to regain access, and this key can only be provided by ITS staff.
Description and Details
If you are seeing the BitLocker recovery screen, it means your device is requesting a special recovery key to unlock Windows. This key is stored securely by the County and is not something you can look up on your own.
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Call the IT Service Desk immediately. A technician will verify your identity and provide the key securely.
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If you prefer, you may submit this request form, but please note that using the form will delay resolution compared to calling.
When you call, please be ready to provide:
A quick note about the key
The BitLocker recovery key is a long 48-digit number. We know that’s a lot to type in, but don’t worry — the Service Desk will read it to you in small chunks and confirm each part as you enter it. It may take a few minutes, but we’ll get you back into your computer together.
Who Can Submit This Request?
Any Gwinnett County employee using a County-issued Windows device.
Required Approvals
No approvals are required.
Fulfillment Time Frame
Support Contacts
For fastest support, call the IT Service Desk at 770.822.8915.