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| HP ProtectTools Troubleshooting Guide | |
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| Software | Details | Solution / Workaround | |
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| description |
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HP ProtectTools Credential
The Windows Credential Manager Welcome screen suggests the user can logon with insert card when no smart card reader is attached.
The purpose of the alert is to notify the user that smart card authentication is available, if it is configured.
HP ProtectTools Credential | After allowing system to | This issue appears to be resolved in SP2 from |
transition into hibernation | Microsoft. Refer to Microsoft knowledge base | |
into Credential Manager | and sleeping, Administrator | article 813301 for more information on the |
after transitioning from | or user is unable to log into | cause of the issue. |
sleeping to hibernation on | Credential Manager and the | Customer Workaround: |
Windows XP SP1 only | Windows logon screen | In order to logon, user must select Credential |
| remains displayed no matter | |
| Manager and log in. After logging into | |
| which logon credential | |
| Credential Manager, user is prompted to log in | |
| (password, finger print or | |
| to Windows (user may have to select the | |
| smart card) is selected. | |
| Windows login option) to complete login | |
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| process. |
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| If user logs into Windows first, then user must |
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| manually log into Credential Manager. |
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HP ProtectTools Credential | Credential Manager fails to | The HP Credential Manager for ProtectTools |
register any credentials after | fails to access the TPM if the TPM was reset to | |
Embedded Security causes | the TPM Embedded Security | factory settings or replaced after the Credential |
Credential Manager to fail | Module is restored. | Manager installation. |
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| Workaround: |
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| 1. Back up the user identity before replacing |
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| or resetting the TPM. |
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| 2. Uninstall the Credential Manager. |
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| 3. Enable and initialize the TPM. |
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| 4. Install the Credential Manager. |
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| 5. Restore the user identity. |
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| HP is investigating resolution options for future |
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| customer software releases. |
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Technical Reference Guide | 23 |