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16 www.hp.com Technical Reference Guide
HP ProtectTools Troubleshooting Guide
HP ProtectTools Embedded
Security—An internal error
has been detected restoring
from Automatic Backup
Archive
If the user
1. clicks Restore under
Backup option of
Embedded Security in
HPPTSM to restore from
the automatic backup
Archive
2. 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 the SpSystemBackup.xml when
the SpBackupArchive.xml is required,
Embedded Security Wizard fails with: An
internal Embedded Security error has
been detected.
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.
We are working to enhance this in future
products.
HP ProtectTools Embedded
Security—Security System
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. An
error that a decryption
process failed 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 back 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 non-selected users cannot be restored.
Also, user must restore the entire system backup.
An Archive Backup can be restored individually.
HP ProtectTools Embedded
Security—After reinstalling
Embedded Security, user
sees general driver error
After reinstalling Embedded
Security, either by setup.bat
or through supplemental CD
autorun, a general driver
error is displayed when
opening Security Manager,
Embedded Security, user
settings, configure, check
PSD.
A reboot is not requested, but it is required. The
reinstallation of Embedded Security produces
this error if it is used before the computer is
rebooted.
HP is working on an enhancement to be made
available in future product versions.
HP ProtectTools Embedded
Security—Resetting System
ROM to default hides 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, modify the
field from Hidden to Available.
Software
Impacted-Short
description
Details Solution / Workaround