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Technical Reference Guide www.hp.com 23
HP ProtectTools Troubleshooting Guide
HP ProtectTools Credential
Manager—Credential
Manager logon window for
Windows 2000 states
insert card when no
reader is attached
The Windows Credential
Manager Welcome screen
suggests the user can logon
with insert card when no
smart card reader is
attached.
The purpose of the alert is to notify the user that
smart card authentication is available, if it is
configured.
HP ProtectTools Credential
Manager—Unable to log
into Credential Manager
after transitioning from
sleeping to hibernation on
Windows XP SP1 only
After allowing system to
transition into hibernation
and sleeping, Administrator
or user is unable to log into
Credential Manager and the
Windows logon screen
remains displayed no matter
which logon credential
(password, finger print or
smart card) is selected.
This issue appears to be resolved in SP2 from
Microsoft. Refer to Microsoft knowledge base
article 813301 for more information on the
cause of the issue.
Customer Workaround:
In order to logon, user must select Credential
Manager and log in. After logging into
Credential Manager, user is prompted to log in
to Windows (user may have to select the
Windows login option) to complete login
process.
If user logs into Windows first, then user must
manually log into Credential Manager.
HP ProtectTools Credential
Manager—Restoring
Embedded Security causes
Credential Manager to fail
Credential Manager fails to
register any credentials after
the TPM Embedded Security
Module is restored.
The HP Credential Manager for ProtectTools
fails to access the TPM if the TPM was reset to
factory settings or replaced after the Credential
Manager installation.
Workaround:
1. Back up the user identity before replacing
or resetting the TPM.
2. Uninstall the Credential Manager.
3. Enable and initialize the TPM.
4. Install the Credential Manager.
5. Restore the user identity.
HP is investigating resolution options for future
customer software releases.
Software
Impacted-Short
description
Details Solution / Workaround