How to activate or use the Help Desk correctly

Hi everybody

I´m here again just because i have a problem with the feature: "Help Desk" of Symantec Endpoint Encryption 11.0.1, the problem is that when i try to test this "feature", just reboot the encrypted system and access to the help desk and the sequence number is equal to cero (0) i know that the sequence number is a four-digit number, i have check the policy and actually is enable the "Enable help desk recovery" and "Help desk recovery communication unlock".

some of you have a idea about that?

thanks!