
Ifyouhavealreadyrestoredyoursystem(forexample,lostyourCAPIkeystore),deregisterandreregister
inHardwarePasswordManager.
•Symptom:WhenregisteringinHardwarePasswordManager,ifnetworkconnectivityislostduring
thesuspend/resumeoperationandtheuserlogsoffbeforenetworkconnectivityresumes,theclient
applicationcompletestheregistrationprocessnormally.However,theHardwarePasswordManager
servershowsthatthePCfailedtoregister.
Problemdescription:Problemoccursbecausetheclientapplicationisunabletoreportthesuccessful
completionofregistrationtothe
HardwarePasswordManagerserver.
Solution:DeregisterandreregisterinHardwarePasswordManager.
•Symptom:AdevicethathasbeenregisteredwithHardwarePasswordManager,meaninghardware
passwordshavebeenset,isdeletedfromtheHardwarePasswordManagerdevicesviewunder
Computers.
Problemdescription:Inthiscasethedevicecanstillbeloggedintousingthehardwareaccountthatwas
createdwhenregistered.However,thedevicecannotbemanagedorregisteredagainwithHPMuntil
thehardwarepasswordsarecleared.Solution:Intheconsole'sNetworkView➙HardwarePassword
Managerdevices➙Computersview,right-clickComputersandclickViewall.Thecomputersthat
werepreviouslydeletedfromtheconsolewillbeshown.ObtainthehardwarepasswordsortheEmergency
AdminpasswordforthedeviceinquestionandusethesecredentialstostartthecomputertotheBIOS
SetupUtility.SelectSecurityandthenselectPassword.DisableHardwarePasswordManager.Thiswill
clearallhardwarepasswords.ImmediatelyenableHardwarePasswordManagerandpressF10tosave
andexit.AfterWindowsloadsagain,theHardwarePasswordManagerclientportalwillprompttoregister
thedeviceagainautomaticallyifthispolicyisset.Nowthedevicecanberegisteredagainifrequired.
•Symptom:ReceivetheHardwareaccountdoesnotexistmessagewhenupdatingyourWindows
password.
Problemdescription:Thisproblemoccursunderthefollowingconditions:
1.ServerpolicyissettonotsynchronizeWindowsandHardwareaccounts.
2.UserregisterswithaHardwareAccountnamethatdiffersfromtheirWindowsusername.
3.TheITAdministratorchangesserverpolicytoforceWindowsandHardwareaccountstobe
synchronized.
4.UserlaterchangestheirWindowspassword.
5.ThenexttimetheuserlogsintoWindows,theclientapplicationnotiestheuserthattheirHardware
AccountneedstobeupdatedtoreecttheirnewWindowspassword.
6.UserispromptedforintranetcredentialstoauthenticatewithActiveDirectorybeforeupdatingthe
hardwareaccount.
7.Clientapplicationdisplaysamessageindicatingthehardwareaccountdoesnotexist.Thisis
becausetheuser'swindowsusernamedoesnotmatchthehardwareaccountname(itisexpected
tomatchbasedonthecurrentpolicysetting).
Solution:Ifthisproblemoccurs,therecommendationistoderegisterandregisterinHardwarePassword
Manager.
Topreventthisproblemfromoccurring,theITAdministratorshoulddecideonthedesiredpolicysetting
forsynchronizingWindowsandintranetaccountcredentialsandstickwithit(donotchangeafterusers
haveregistered).
•Symptom:NoinformationinHelplesregardingtheextentofwirelesssupportintheBIOS.
Problemdescription:
HardwarePasswordManagersupportsallWindows-basedfunctionsviawireless
connections,suchasregistration,renewvault,restorevault,andtheexecutionofremoteactions.
However,BIOSdoesnotsupportwirelessnetworkconnections.So,thecomputermusthaveahard-wired
networkconnectionforanyBIOS-basedfunctionsthatrequiresanetworkconnection,suchasintranet
login(whichisneededonlyiftheuserforgottheiruserlogincredentials).
46HardwarePasswordManagerDeploymentGuide
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