Appendix A Troubleshooting; Solving Common Problems; Online Technical Support; Preparing To Call Technical Support - HP USB Smartcard CCID Keyboard User Manual

A Troubleshooting

Solving Common Problems

Table A-1 Troubleshooting
Problem
F10 Setup shows a smart card when
the HP ProtectTools, now known as HP
Client Security Software is not installed
or has BIOS enabled.
The smart card LED occasionally turns
solid blue.
The smart card LED is solid blue and
the keyboard is not working.

Online Technical Support

For the online access to technical support information, self-solve tools, online assistance, community
forums or IT experts, broad multivendor knowledge base, monitoring and diagnostic tools, go to
http://www.hp.com/support.

Preparing to Call Technical Support

If you cannot solve a problem using the troubleshooting tips in this section, you may call technical
support. Have the following information available when you call:
●
Serial number of the HP accessory located on the bottom of the product
●
Purchase date on invoice
●
Condition under which the problem occurred
●
Error messages received
●
Hardware configuration
●
Hardware and software you are using
Possible Cause
Smart card BIOS support was
previously enabled then removed.
A secure transaction is taking place.
The smart card reader is in secure PIN
mode.
Solution
●
Enter F10 Setup and manually
disable the smart card feature.
●
Or, re-enable BIOS support via the
HP ProtectTools, now known as
HP Client Security Software.
●
Or, leave the F10 Setup option
enabled; for future BIOS enable
with HP ProtectTools, now known
as HP Client Security Software.
The smart card reader LED blinks blue
when data is being read by the reader.
However, when a secure transaction is
enabled, the LED becomes solid blue.
Wait until the secure transaction is
complete and the LED turns off.
Solving Common Problems 5