Troubleshooting - Apricorn ASK3Z User Manual

Troubleshooting

This section contains troubleshooting information for the Aegis Secure Key. If you
encounter any of the following problems when using the Aegis Secure Key, refer to
the corresponding answers.
Q: What can I do if I forget the User PIN?
A: Use the Admin PIN to enter the Admin Mode and create another User PIN or (if
programmed at configuration) utilize one of the data recovery PINs programmed
into the device to create a state of User forced enrollment. Once a new user PIN is
created, the User will regain access the device's data.
Q: What can I do if I forget the Admin PIN?
A: In the case of forgotten Admin and User PINs, if data recovery PINs were
programmed into the drive at the time of setup, then you can use one of them to
create a state of User Forced Enrollment and generate a new User PIN to gain
access to (and back up) the drive's contents. Once complete, you must then perform
a complete reset of the Aegis Secure Key where all PINs and data will be erased and
you will need to reconfigure / reformat the Aegis Secure Key, creating a new Admin
PIN which will allow you to reload the previously backed-up data onto the device.
Q: Why did the operating system not recognize the Aegis Secure Key, after I did
a complete re-set of the drive?
A: You need to initialize, allocate and format the Aegis Secure Key manually. For
more information, refer to Initializing and Formatting the Aegis Secure Key After a
Complete Reset in this manual.
Q: How do I use the Aegis Secure Key without a PIN?
A: As a full disk encryption product, the Aegis Secure Key can never be used without
a PIN.
Q: What encryption algorithm is used in this product?
A: The Aegis Secure Key uses AES 256-bit algorithm.
Q: Why could I not initialize, partition, or format the Aegis Secure Key?
A: Ensure that you have administrator privileges. You will need Admin privileges to
use the Disk Management Utility.
Q: The LED is blinking RED and I can't enter a code. Why?
A: Somebody has tried to access the key and the code has been entered 10 times
incorrectly (see Brute Force section of this manual.)
Q: The key seems warm to the touch, is this normal?
A: Yes. The SSD in the case runs hotter than a standard flash key. The cooling
features use the case to dissipate the heat.
Q: Is there any way to recover my data if I forget the PIN?
A: If an Admin PIN has been previously set, the Admin PIN can be used to unlock
the key and recover the data. Additionally, if recovery PINs have been set and
haven't been previously depleted in the past (up to 4x) you can access the data
on your drive using this route. If you don't have any recovery PINs set or they're
depleted, and do not have an Admin PIN, the data cannot be recovered but the key
can be reset with new PINs and it can then be used again.
Q: Why does the LED indicate an error when I try to change the PIN?
A: PIN requirements for this key must meet a minimum security level. There
are several combinations that are not allowed, such as repeating numbers or
sequential numbers. The PIN must be a minimum of seven digits, and not longer
than 16 digits.
Q: What are the ECCN and HST codes used for shipping this device outside
of the United States?
A: ECCN: 5A992.c and HTS code 8473.50.3000
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