Version 2.0.0 Page 46
8 Troubleshooting
This section details some of the common issues that occur when setting up the PKI-enabled
MFP. Please review these and possible causes/resolutions prior to contacting the Lexmark
Solutions HelpDesk.
8.1 Login Issues
Error Message/Symptom Possible Cause/Resolution
Unsupported USB Device Cause: A supported SmartCard reader has been
installed prior to the PKI firmware and
applications being installed.
Resolution: Remove the reader and complete section
2 of this guide. The reader cannot be installed
until the firmware and applications have been
installed.
Cause: A non-supported SmartCard reader is
attached. Only the OmniKey reader shipped with
the MFP is supported.
Resolution: Removed the unsupported reader and
attach the OmniKey reader.
MFP is at the Welcome Screen and not
locked out
Cause: The SmartCard Driver or PKI/AD
Authenticatin solution is not installed.
Resolution: Perform step 1 in section 2.2. Look at
the list of installed solutions. If the SmartCard
Driver is not installed, complete section 2.2. If
the PKI/AD Authentication solution is not
installed, complete section 2.3.
Cause: The SmartCard Driver solution is not running.
Resolution: Perform step 1 in section 2.2. Look at
the list of installed solutions. If the SmartCard
Driver status is not “Running”, check the box next
to that solution and click Start.
Cause: The PKI/AD Authentication solution is not
running.
Resolution: Perform step 1 in section 2.2. Look at
the list of installed solutions. If the PKI/AD
Authentication solution status is not “Running”,
check the box next to that solution and click Start.
Login screen does not appear when the
card is inserted
Cause: The card is not recognized by the reader.
Resolution: Contact Lexmark Solutions HelpDesk
for further assistance.
KDC and MFP clocks are different Cause: The date and time on MFP are not within 5
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