HP (Hewlett-Packard) 413742-001 manual

HP ProtectT ools T roubleshooting Gui de HP Co mpaq Bu sines s Deskt ops Doc ument P art Number : 413 7 4 2 -001 Januar y 2006 This document co ntains informa tion and recommen dations for the ProtectT ools administrator concerning questions that may arise in the administration and operation of HP ProtectT ool s.[...]

© Copyright 2006 He wlett-Packard Dev elopment Compan y , L.P . The information contained herein is subject to change without notice. Microsoft, W indo ws, and W i ndo ws NT are trademarks of Microso ft Corporation in the U.S. and other cou ntries. The only warranties for HP products and services are se t forth in the e xpress warranty statements [...]

T echnical R efe rence Gui de www .hp .com 1 HP ProtectT oo ls T roub leshooting G ui de Ov er vie w HP ProtectT ools Security is a ne w technolog y offered by HP on some Business PCs. This technology of fers enhanced security support for f ile/folder encryption, user identity and protection, Single Sign On, multi-factor authenti cation, smart card[...]

2 www .hp .com T echnical R efer ence Guide HP Pr otectT ools T rouble shooting Guide Outlook or Outlook Express, and it supports en hanced security for Microsoft EFS file/ folder encryption. The software also pro vides a fu nction called Personal Secure Driv e (PSD). The PSD is a function in addition to the EFS-based file/folder encryption, and it[...]

T echnical R efe rence Gui de www .hp .com 3 HP Pro tectT ools T roublesh ooting Guide EF S Encrypti on F ile Sy stem A trans par ent f ile encrypti on serv ice pr ov ided b y Mic ros oft fo r Windo ws 2 000 or l ater LP C Lo w P in Coun t Def ines an int erf ace us ed by t he HP Pr otec tT ools Embedded Sec ur ity dev ice to connec t with the plat[...]

4 www .hp .com T echnical R efer ence Guide HP Pr otectT ools T rouble shooting Guide Soft w are Impacted-Shor t descripti on Details Solution / W ork around HP Pr otectT ools Embedded Sec ur ity—Encrypting fol d ers, su b fo ld er s, an d fil es on PSD c aus e error messag e If the user cop ies f iles and folder s to the PSD and tr ies to en cr [...]

T echnical R efe rence Gui de www .hp .com 5 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Embedded Sec ur ity—Initiali zati on f ails fo r TP M module after s ystem restor e . If the user r estor es the hard dr i ve f rom the r estor e CD , initiali z ation o f the TP M fails. This is a s designed . The TP M must be r eset and enab[...]

6 www .hp .com T echnical R efer ence Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Embedded Sec urity—Cannot enc rypt an y data in the Windo ws 2000 F r ench (F r ance) env ironment. The r e is no Enc rypt selec tion whe n rig ht -cl icki ng a fil e ic on. This is a Mi cr osoft oper ating s y stem limit ation . If the locale [...]

T echnical R efe rence Gui de www .hp .com 7 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Embedded Secur i ty—The PSD pass wor d bo x is no longer disp lay ed when the system becomes acti ve after Standb y status When a user logs on the s ys tem after c r eating a P SD , the TP M asks fo r the basic user pas sw ord . If the user do[...]

8 www .hp .com T echnical R efer ence Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Embedded Secur ity—Intermit tent encry pt and decrypt er r or occurs: T he pro cess cannot ac cess th e file because it is being used b y another pro cess . Extremely intermittent err or durin g file encr yption or decryp tion occ urs due t o t[...]

T echnical R efe rence Gui de www .hp .com 9 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Embedded Secur ity—Intermit tent sys te m l o cku p o c cu rs a f t er crea ti ng PSD on 2 us ers accounts and u sing fas t-user -sw itc hing in 12 8-MB s y stem co nfigu ratio ns S ystem ma y lock up w ith a black s cr een and no n - re sp o [...]

10 www .hp .com T e c hnical R efe re nce Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Embedded Sec ur ity—Application lock -ups occ ur whe n the connection w ith a TP M Module is lost When the TP M module is damaged or the connecti on is lost , the Security Manager locks up . Attempti ng to close the Sec ur ity Manager caus [...]

T echnical R efer ence Guide www .hp.com 11 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools TP M F irmw are Updat e Utility—The tool pr ov ided thr ough HP support W eb site r eports ow n e rs h i p requ ired Expected Beha vi or of TP M fir mware U ti li t y The f irm war e upgr ade tool allo ws the us er to upgrade the fi rm war e, b[...]

12 www .hp .com T e c hnical R efe re nce Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Credenti al Manager—Usi ng Cr edential Manager Networ k Accounts opti on , a user can s elect w hic h domain account to log into . When TP M authenti cati on is used , this option is not av ailable . All other authenti cation methods wor k [...]

T echnical R efer ence Guide www .hp.com 13 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Credenti al Manager—U SB tok en cr edential is not available w ith login to W indow s XP SP1 After instal ling USB token so f t wa re, re gi s te ri n g th e US B tok en c r eden tial , and sett ing Cr edential Manager as primary login , the US[...]

14 www .hp .com T e c hnical R efe re nce Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Secur ity Manag er—Intermi ttently , a n e rro r i s re t u rn e d w he n clo si ng the Se curi ty Manager interf ace Intermit tently (1 in 12 instances) , an err or is c reated by u sing the clo se button in the upper r ight of the sc r ee[...]

T echnical R efer ence Guide www .hp.com 15 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Embedded Sec urity—P SD is disabled and cannot be deleted after fo rmatting the har d dri ve on which th e PSD wa s gener ated The P SD is disabled and cannot be deleted after fo rmatting the secondary har d dri ve on w hic h the P SD was ge ne[...]

16 www .hp .com T e c hnical R efe re nce Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Embedded Secur it y—An interna l err or has been detected re stor ing from Au tom at ic B ackup Archiv e If the user 1. clic ks Res tore un der Back up option o f Embedded Secur it y in HPPTSM to rest ore from the auto matic bac k up Archiv[...]

T echnical R efer ence Guide www .hp.com 17 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Embedded Secu rity—Numer ous end- task err ors du r ing r eboot after uninstalling If the user unins talls HP Pr otec tT ools Embedded Sec ur ity and waits a f e w minutes a fter t he unin stall completes, when t he user sele cts Ye s to r eboo[...]

18 www .hp .com T e c hnical R efe re nce Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Embedded Secur it y—Automati c back up does not w ork w ith mapped dr i ve When an administr ator sets up Au tomatic Bac kup in Embedded Sec urity , it cr eates an entry in Wi ndow s > T asks > Sc heduled T a sk . This W indo w s Sc h[...]

T echnical R efer ence Guide www .hp.com 19 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Credenti al Manager—No optio n to Bro w se for Virtu al To ke n during the login pr ocess User canno t mov e the location of r egister ed virtual tok en in Credential Ma nager becau se the optio n to br o w se wa s re mo ved due to sec urity ri[...]

20 www .hp .com T e c hnical R efe re nce Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Credenti al Manager—Domain administr ators cannot cha ng e Win dows p as sword eve n wit h authori zation This happens after a domain administr ator logs on to a domain and regis ters the domain identity w ith Cr edential Manager u sing an [...]

T echnical R efer ence Guide www .hp.com 21 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Credenti al Manager— Whe n logging in using TP M authenti cation , the Ba ck button skips the option to cho ose an ot he r authenti cation method If us er using TP M login authenti cation f or Cr edential Manager ent ers his/ her pass wor d , t[...]

2 2 www .hp .com T echnical R efer ence Guide HP Pr otectT ools T rouble shooting Guide HP Pr otec tT ools Smart Card Manager—Smart card soft war e displ ay i ng incorrect U SB status After un plugging the USB cabl e of the Smart C ar d ter minal, the st atus r emains ´ blue .´ T o get the corr ect status , Pr otectT ools Secur ity Manager mus [...]

T echnical R efe rence Gui de www .hp .com 2 3 HP Pro tectT ools T roublesh ooting Guide HP Pr otectT ools Credenti al Manager—Cr edenti al Manager logon w i ndo w for Wi ndo ws 2000 s tat es inser t card whe n n o r eader is attached The W indo ws Cr edential Manager W elcome scr een suggests the us er can logon wi t h insert card whe n n o smar[...]

2 4 www .hp .com T echnical R efer ence Guide HP Pr otectT ools T rouble shooting Guide HP Pr otectT ools Credenti al Manager—Cr edenti als ar e lost f rom Cr edenti al Manager w hen Embedded Sec ur ity is uninstalled The Embedded Se cur it y dev ice encrypts and pr otects the cr edenti als. R emov ing the Embedded Sec urity softw ar e cause s a [...]