HP ProtectTools Troubleshooting Guide

Software

Details

Solution / Workaround

Impacted-Short

 

 

description

 

 

 

 

 

HP ProtectTools Embedded

If the user

If the user selects the SpSystemBackup.xml when

Security—An internal error

1. clicks Restore under

the SpBackupArchive.xml is required,

has been detected restoring

Embedded Security Wizard fails with: An

Backup option of

from Automatic Backup

internal Embedded Security error has

Embedded Security in

Archive

been detected.

HPPTSM to restore from

 

User must select the correct .xml file to match the

 

the automatic backup

 

Archive

required reason.

 

2. selects

The processes are working as designed and

 

SPSystemBackup

function properly; however, the internal

 

.xml

Embedded Security error message is not clear

 

the Restore Wizard fails and

and should state a more appropriate message.

 

We are working to enhance this in future

 

the following error message is

 

displayed: The selected

products.

 

 

 

Backup Archive does not

 

 

match the restore

 

 

reason. Please select

 

 

another archive and

 

 

continue.

 

 

 

 

HP ProtectTools Embedded

During the restore process, if

The non-selected users can be restored by

Security—Security System

the administrator selects users

resetting the TPM, running the restore process,

restore error with multiple

to restore, the users not

and selecting all users before the next default

users

selected are not able to

daily back runs. If the automated backup runs, it

 

restore the keys when trying

overwrites the non-restored users and their data

 

to restore at a later time. An

is lost. If a new system backup is stored, the

 

error that a decryption

previous non-selected users cannot be restored.

 

process failed message is

Also, user must restore the entire system backup.

 

displayed.

An Archive Backup can be restored individually.

HP ProtectTools Embedded Security—After reinstalling Embedded Security, user sees general driver error

After reinstalling Embedded Security, either by setup.bat or through supplemental CD autorun, a general driver error is displayed when opening Security Manager, Embedded Security, user settings, configure, check PSD.

A reboot is not requested, but it is required. The reinstallation of Embedded Security produces this error if it is used before the computer is rebooted.

HP is working on an enhancement to be made available in future product versions.

HP ProtectTools Embedded Security—Resetting System ROM to default hides TPM.

Resetting the system ROM to default hides the TPM to Windows. This does not allow the security software to operate properly and makes TPM-encrypted data inaccessible.

Unhide the TPM in BIOS:

Open the Computer Setup (F10) Utility, navigate to Security > Device security, modify the field from Hidden to Available.

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