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Short description Details Solution no open files and is not accessed by another process. The user must reboot the system in order to delete the PSD and it is not loaded after reboot. An internal error is detected when the user is restoring from the Automatic Backup Archive. In Embedded Security, if the user clicks the Restore under Backup option to restore from the automatic backup Archive and then selects SPSystemBackup.xml, the Restore Wizard fails and the following error message is displayed: The selected Backup Archive does not match the restore reason. Please select another archive and continue. If the user selects SpSystemBackup.xml when the SpBackupArchive.xml is required, the Embedded Security Wizard fails and displays the following message: An internal Embedded Security error has been detected. The user must select the correct XML file to match the required reason. The processes are working as designed and function properly; however, the internal Embedded Security error message is not clear and should state a more appropriate message. HP is working to enhance this in future products. The security system exhibits a restore error with multiple users. During the restore process, if the administrator selects users to restore, the users not selected are not able to restore the keys when trying to restore at a later time. A decryption process failed error message is displayed. The non-selected users can be restored by resetting the TPM, running the restore process, and selecting all users before the next default daily backup runs. If the automated backup runs, it overwrites the non-restored users and their data is lost. If a new system backup is stored, the previous unselected users cannot be restored. Also, the user must restore the entire system backup. An Archive Backup can be restored individually. Resetting System ROM to default hides the 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, and then modify the field from Hidden to Available. 70 Chapter 8 Troubleshooting ENWW

Section	Page
Introduction to security	7
HP ProtectTools features	8
Accessing HP ProtectTools Security	9
Achieving key security objectives	10
Protecting against targeted theft	10
Restricting access to sensitive data	10
Preventing unauthorized access from internal or external locations	11
Creating strong password policies	11
Additional security elements	12
Assigning security roles	12
Managing HP ProtectTools passwords	12
Creating a secure password	14
HP ProtectTools Backup and Restore	14
Backing up credentials and settings	14
Restoring credentials	16
Configuring settings	16
Credential Manager for HP ProtectTools	17
Setup procedures	18
Logging on to Credential Manger	18
Using the Credential Manager Logon Wizard	18
Logging on for the first time	19
Registering credentials	19
Registering fingerprints	19
Setting up the fingerprint reader	20
Using your registered fingerprint to log on to Windows	20
Registering a Java Card, USB eToken, or virtual token	20
Registering a USB eToken	20
Registering other credentials	20
General tasks	21
Creating a virtual token	21
Changing the Windows logon password	21
Changing a token PIN	21
Managing identity	22
Clearing an identity from the system	22
Locking the computer	23
Using Windows Logon	23
Logging on to Windows with Credential Manager	23
Adding an account	24
Removing an account	24
Using Single Sign On	24
Registering a new application	24
Using automatic registration	24
Using manual (drag and drop) registration	25
Managing applications and credentials	25
Modifying application properties	25
Removing an application from Single Sign On	25
Exporting an application	26
Importing an application	26
Modifying credentials	26
Using Application Protection	27
Restricting access to an application	27
Removing protection from an application	27
Changing restriction settings for a protected application	28
Advanced tasks (administrator only)	29
Specifying how users and administrators log on	29
Configuring custom authentication requirements	30
Configuring credential properties	30
Configuring Credential Manager settings	31
Example 1—Using the “Advanced Settings” page to allow Windows logon from Credential Manager	31
Example 2—Using the “Advanced Settings” page to require user verification before Single Sign On	32
Embedded Security for HP ProtectTools	33
Setup procedures	34
Enabling the embedded security chip	34
Initializing the embedded security chip	35
Setting up the basic user account	36
General tasks	37
Using the Personal Secure Drive	37
Encrypting files and folders	37
Sending and receiving encrypted e-mail	37
Changing the Basic User Key password	38
Advanced tasks	39
Backing up and restoring	39
Creating a backup file	39
Restoring certification data from the backup file	39
Changing the owner password	40
Resetting a user password	40
Enabling and disabling Embedded Security	40
Permanently disabling Embedded Security	40
Enabling Embedded Security after permanent disable	40
Migrating keys with the Migration Wizard	41
Java Card Security for HP ProtectTools	43
General tasks	44
Changing a Java Card PIN	44
Selecting the card reader	44
Advanced tasks (administrators only)	45
Assigning a Java Card PIN	45
Assigning a name to a Java Card	46
Setting power-on authentication	46
Enabling Java Card power-on authentication and creating an administrator Java Card	47
Creating a user Java Card	48
Disabling Java Card power-on authentication	48
BIOS Configuration for HP ProtectTools	49
General tasks	50
Managing boot options	50
Enabling and disabling system configuration options	51
Advanced tasks	53
Managing HP ProtectTools add-on module settings	53
Enabling and disabling smart card power-on authentication support	53
Enabling and disabling power-on authentication support for Embedded Security	54
Enabling and disabling Automatic DriveLock hard drive protection	55
Managing Computer Setup passwords	55
Setting the power-on password	56
Changing the power-on password	56
Setting the setup password	56
Changing the setup password	57
Setting password options	57
Enabling and disabling stringent security	57
Enabling and disabling power-on authentication on Windows restart	57
Device Access Manager for HP ProtectTools	59
Starting background service	60
Simple configuration	61
Device class configuration (advanced)	62
Adding a user or a group	62
Removing a user or a group	62
Denying access to a user or group	62
Allowing access to a device class for one user of a group	62
Allowing access to a specific device for one user of a group	63
Drive Encryption for HP ProtectTools	65
Encryption management	66
User management	67
Recovery	68
Troubleshooting	69
Credential Manager for HP ProtectTools	69
Embedded Security for HP ProtectTools	72
Device Access Manager for HP ProtectTools	78
Miscellaneous	79
Glossary	83

Match case Limit results 1 per page

Short description

Details

Solution

no open files and is not accessed by

another process

. The user must reboot

the system in order to delete the PSD

and it is not loaded after reboot.

An internal error is

detected when the user is

restoring from the

Automatic Backup

Archive.

In Embedded Security, if the user clicks

the

Restore under Backup

option to

restore from the automatic backup

Archive and then selects

SPSystemBackup.xml

, the Restore

Wizard fails and the following error

message is displayed:

The selected

Backup Archive does not match the

restore reason. Please select another

archive and continue.

If the user selects

SpSystemBackup.xml

when the

SpBackupArchive.xml is required, the Embedded

Security Wizard fails and displays the following

message:

An internal Embedded Security error has

been detected.

The user must select the correct XML file to match the

required reason.

The processes are working as designed and function

properly; however, the internal Embedded Security

error message is not clear and should state a more

appropriate message. HP is working to enhance this in

future products.

The security system

exhibits a restore error

with multiple users.

During the restore process, if the

administrator selects users to restore,

the users not selected are not able to

restore the keys when trying to restore at

a later time. A

decryption process

failed

error message is displayed.

The non-selected users can be restored by resetting

the TPM, running the restore process, and selecting all

users before the next default daily backup runs. If the

automated backup runs, it overwrites the non-restored

users and their data is lost. If a new system backup is

stored, the previous unselected users cannot be

restored.

Also, the user must restore the entire system backup.

An Archive Backup can be restored individually.

Resetting System ROM to

default hides the 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

, and then modify the field

from

Hidden

Available

Chapter 8

Troubleshooting

ENWW