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Troubleshooting (Advanced)
TPM failure.
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If you use [Advanced Security] with TPM (Trusted Platform Module) and TPM is
broken, erased or disabled, the [Advanced Security] will not work anymore.
If you do not use the [Advanced Security] backup password, refer to “Starting
Over” (
). Otherwise, if you use [Advanced Security] backup
password, you can follow these steps:
A
Enter the [Enroll or Edit Fingerprints] wizard using the backup password.
B
Disable [Advanced Security] and finish.
C
After the TPM is repaired and enabled (or if you only erased its contents)
you can enter the [Enroll or Edit Fingerprints] wizard again using your finger
and enable the [Advanced Security] with TPM again.
Replacing sensor.
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If you need to replace a non-functioning fingerprint reader, follow this proce-
dure.
Enrollment to the hard disk:
If enrollment to hard disk is used, “Protector Suite QL” has not stored any data
on the device and therefore has no problem to continue after you replaced the
sensor. However, in case you use the Power-on security (Preboot Authentica-
tion), you may need to use the [Enroll or Edit Fingerprints] wizard to update the
related data.
Enrollment to the device:
If the fingerprint has been enrolled to the device, a new passport will be
required. Follow the procedure in the section “Starting Over” (
Lost [Advanced Security] backup
password.
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To change the [Advanced Security] backup password, go to the [Enroll or Edit
Fingerprints] wizard and swipe your finger and go through the Fingerprint
enrollment. On the Advanced Security page you can change the backup pass-
word.
Protector Suite QL reinstallation.
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During Protector Suite QL uninstallation, you can select whether to delete the
Protector Suite Data - including passports.
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If you want to reinstall the product, select button to leave the Protector Suite QL
data on the computer.
After the new installation, you will be able to use your data again.
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If the Protector Suite QL was uninstalled including the passports, then in case
of enrollment to device the fingerprints will still be stored in the device and the
user can use them reenrollment.
Lost [File Safe] backup password.
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It is necessary to change the backup password for [File Safe], refer to the soft-
ware’s online manual (
Fingerprint Reader (only for model with Fingerprint Reader)
