What Can Be Done When The Aurora Master Password Is Unknown?

Question

What Can Be Done When The Aurora Master Password Is Unknown?

Answer

There are a couple of steps that can be taken:

1. Remember/Figure out the password
2. Restore a backup with a known password
3. Do a fresh install & attempt a disaster recovery
4. Pay for password recovery

When attempting to recover the password, the previous Administrator is a good place to start. If the password was recently changed, try it with the Caps Lock on.

If you recently changed the password and have a backup created before the change, the backup can be restored to reset the password. This will require blank raw data files. Please acquire these files via the following KB article.

What If Keyscan Aurora Will Not Launch?

Disaster Recovery is an option with a fresh installation of Aurora. It will attempt to pull the data from the panel. If successful, this will provide a working database with a default Username and password. The credentials will be missing the Person’s first and last name. Disaster Recovery does not include E-Plex, cameras, printers, credential templates, CCTV, virtual elevators, emails, events, or historical transactions. For more information, please contact Support.

Paid Password Recovery

When paying for the password recovery service, there is a 3-5 business day turnaround. This allows the Support team to engage Engineering to perform the password reset.

The following is required:

1. The raw data files (AURORA.mdf & AURORA_log.ldf)
2. A letter of authorization from the dealer, authorizing the reset
3. A letter of authorization from the customer, authorizing the reset
4. The SQL product that is installed

Once the password has been reset, Support will verify the letters with the database information. As long as they match, a credit card will be requested to bill for the service (prices change & will not be noted here). The data files will be returned for restoration.