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Troubleshooting (Advanced)
Some limited functions (e.g. deleting passport) are available without a functional sensor. In case of deleted operation, it
is necessary to cancel the fingerprint verification operation to get to the 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 recommend to
use the [Manage Fingerprints] wizard and enroll additional fingerprints.
If none of your enrolled fingers can be used, follow this procedure:
A Log 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.
B Update the enrolled fingerprints.
To be able to fully use Protector Suite, you need to have usable enrolled fingerprints. Enter the [Manage
Fingerprints] wizard.
• If you do not use backup password, you can still enter using the Windows password.
• If you use backup password, you can enter using the backup password.
• If you do not use backup password, there is no other way to add a different fingerprint. In this case we
recommend either to wait until your finger is usable again (e.g. the injury heals), 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, [File 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 password.
• 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] backup 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 114). Otherwise, if you use backup
password, you can follow these steps:
A Click (Start)/ [start] - [All Programs] - [Protector Suite] - [Control Center].
B Click [Identity] - [Multifactor].
C Set the method of authentication except for “fingerprint + TPM *.*”.
Windows 7
Windows XP
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