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Troubleshooting (Advanced)
Some limited functions (e.g. deleting passport) are available without a functional sensor. In case of deleted ope ration, it
is necessary to cancel the fingerprint verification operation to get to t he password dialog.
User cannot use enrolled finger. (e.g. injury)
It is strongly recommended to enroll at least two fingers to avoid this problem.
If you enrolled multiple fingers, simply use other finger. If you only enrolled one finger that can be used, we recomm end to
use the [Manage Fingerprints] wizard and enroll additional fingerprints.
If none of your enrolled fingers can be used, follow this procedure:
ALog on to Windows as an Administrator.
You can always access the computer by using your Windows log on password. In convenient mode, any user
can access the computer by using your Windows log on password.
BUpdate the enrolled fingerprints.
To be able to fully use Protector Suite, you need to have usable enrolled fingerprints. Enter the [Manage
Fingerprints] wizard.
• If yo u do not use backup password, you can still enter using the Windows password.
• If yo u use backup password, you can enter using the backup password.
• If yo u do not use backup password, there is no other way to add a different fingerprint. In this case w e
recommend either to wait until your finger is usable again (e.g. the injury h eals), or to delete the passport
(Use [Delete user data] wizard) and then reenroll new fingerprints.
Please note that in the latter case all your stored secret data (passwords, [Fil e Safe] encryption keys
[Personal Safe] data) will be lost. To perform the delete operation it is necessary to cancel the fingerprint
verification operation to get to the password dialog, then enter your Windows log on passwor d.
• To access [File Safe], [Personal Safe]
If you did not perform the procedure in step B or it did not work, you can still access [File Safe] by using the
[File Safe] backup password, [Personal Safe] by using the [Personal Safe] ba ckup password.
TPM failure
If you use fingerprint authentication with TPM (Trusted Platform Module) and TPM is broken, erased or disabled, the
[Multifactor] will not work anymore.
If you do not use the [Multifactor] backup password, refer to “Starting Over” ( page 115). Otherwise, if you use backup
password, you can follow these steps:
AClick (Start)/ [start] - [All Programs] - [Protector Suite] - [Control Center].
BClick [Identity] - [Multifactor].
CSet the method of authentication except for “fingerprint + TPM *.*”.
Windows 7 Windows XP