Possible Problems

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If any contingencies occur during Dekart Private Disk MultiFactor’s installation or hardware connection, please refer to the table of Possible Problems:

 

•The Situation column describes the problems that can occur during the software installation and hardware connection.

 

•The Solution column contains the descriptions of the actions that should be taken to handle the corresponding situation.

 

Possible Problems

 

Situation

 

Solution

1. The operating system cannot identify the smart card reader or the Token and suggests that it should be installed.

 

Cancel this action (click Cancel) and install the reader/Token drivers. For drivers and consultation, refer to the reader/Token manufacturer or to Dekart Private Disk MultiFactor technical support (see item 8).

2. The operating system recognizes the reader/Token, the ready-to-work indicator glows when the smart card is inserted (the Token reader indicator glows when it is attached to the computer), but the smart card/Token is not read.

 

Try restarting the computer or replacing the smart card/Token

3. The operating system recognizes the reader, its indicator glows when the smart card is inserted, or the Token indicator glows when it is attached to the computer, but the smart card/Token does not read even after multiple computer restarts – carry out the actions as stated in item 1.

 

Install the reader drivers. For drivers and consultation, refer to the reader manufacturer or to Dekart Private Disk MultiFactor technical support service (see item 8).

4. The operating system recognizes the reader, its indicator glows when the smart card is inserted (or the Token indicator glows when it is attached to the computer), but the reader indicator starts flashing shortly after the card is inserted. or errors occur frequently during the program’s operation.

 

Replace the smart card/Token, if the problems persist, make sure that the port to which the device is attached is properly-powered,..

5. The operating system recognizes the reader, Dekart Private Disk MultiFactor operates properly, but the mouse connected in series with the smart card reader does not work.

 

Install the reader driver – . For drivers and consultation, refer to the reader/Token manufacturer or to Dekart’s technical support(see item 8).

6. The operating system does not recognize the smart card reader/Token.

 

Check the reader/Token connection to the ports, check the ports (refer to the computer vendor).

7. The computer ports and the reader connection are good, but the operating system does not recognize the smart card reader/Token.

 

Refer for drivers and consultation to the reader/Token manufacturer or to Dekart‘s technical support (see item 8).

8. In all the other cases, refer to Dekart‘s technical support.

 

Please provide a detailed description of the problem