> For the complete documentation index, see [llms.txt](https://docs.devolutions.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.devolutions.net/rdm/knowledge-base/troubleshooting-articles/unable-to-retrieve-encryption-information.md).

# Unable to retrieve encryption information

This error message appears when Remote Desktop Manager's configuration files cannot be loaded successfully: `Failed to load sensitive options, attempting to recover from backup`.

This is caused by deleting or replacing Remote Desktop Manager's main configuration file (`RemoteDesktopManager.cfg`) without also deleting or replacing the encryption files tied to it.

Clicking ***Ok*** prompts Remote Desktop Manager to duplicate the backup encoding file (`RemoteDesktopManager.enb`). If the backup cannot be loaded or does not exist, one of following two prompts appears to further detail the error:

```
Failed to load encryption information.
Would you like to regenerate it?

Be aware, this action will reset the data source configuration and its associated settings.
This problem frequently occurs when the application's configuration file is deleted or replaced, without addressing other related encryption files (.stb, .stv, .enc, .enb).
```

```
Failed to load sensitive options.
Would you like to regenerate sensitive options?

Be aware, this action will reset the data source configuration and its associated settings.
This problem frequently occurs when the application's configuration file is deleted or replaced, without addressing other related encryption files (.stb, .stv, .enc, .enb).
```

{% hint style="danger" %}
Note that choosing ***Yes*** here recreates the encoding file and its encryption keys. This effectively prevents the decryption of previously configured sensitive options like workspaces configuration, rendering them unusable.
{% endhint %}

### Solution

When deleting `RemoteDesktopManager.cfg`, make sure to also remove to following files (located in C:\Users\unsername\AppData\Local\Devolutions\RemoteDesktopManager):

```
RemoteDesktopManager.stv
RemoteDesktopManager.stb
RemoteDesktopManager.enc
RemoteDesktopManager.enb
RemoteDesktopManager.bak
```

When replacing `RemoteDesktopManager.cfg`, also replace the encryption files. Remote Desktop Manager's [Export Setting](https://docs.devolutions.net/rdm/commands/file/options/export/) option ensures that all files related to encryption are included in the exported CFG file, eliminating the need move them manually. This option is located in ***File*** – ***Settings*** – ***Export Settings***.

![](https://cdnweb.devolutions.net/docs/RDMW4073_2024_2.png)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.devolutions.net/rdm/knowledge-base/troubleshooting-articles/unable-to-retrieve-encryption-information.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.