HP 413742-001 Manuale utente

HP ProtectTools Troubleshooting

Guide

HP Compaq Business Desktops

Document Part Number: 413742-001

January 2006

This document contains information and recommendations for the

ProtectTools administrator concerning questions that may arise in the

administration and operation of HP ProtectTools.

The information contained herein is subject to change without notice.

Microsoft, Windows, and Windows NT are trademarks of Microsoft Corporation in the U.S. and other countries.

The only warranties for HP products and services are set forth in the express warranty statements accompanying

such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall

not be liable for technical or editorial errors or omissions contained herein.

This document contains proprietary information that is protected by copyright. No part of this document may be

photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard

Company.

ÅWARNING: Text set off in this manner indicates that failure to follow directions could result in bodily

harm or loss of life.

ÄCAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to

equipment or loss of information.

HP ProtectTools Troubleshooting Guide

HP Compaq Business Desktops

First Edition (January 2006)

Document Part Number: 413742-001

Technical Reference Guide www.hp.com 1

HP ProtectTools Troubleshooting Guide

Overview

HP ProtectTools Security is a new technology offered by HP on some Business PCs. This

technology offers enhanced security support for file/folder encryption, user identity and

protection, Single Sign On, multi-factor authentication, smart card, smart card preboot, token

and biometric support and works natively with the operating system to enhance security aware

applications, such as secure e-mail. The enhanced security is achieved through both hardware

and software. Windows-based management of the BIOS is also incorporated through a BIOS

Configuration module. All software is centrally managed through an HP Security Manager

interface, which can be accessed from the task tray, start menu, or control panel. A properly

enabled security system requires a TPM-enabled BIOS, versions 1.54 or greater, obtainable

through www.hp.com support, and security software available via purchase.

Administrators are encouraged to perform “best practices” in restricting end-user privileges and

restrictive access to users.

Hardware

The hardware consists of a Trusted Platform Module (TPM) which meets the Trusted Computing

Group requirements of TPM 1.2 standards. The card is integrated with the system board and is

part of the NIC. The NIC and TPM solution contains on-chip memory and off-chip memory,

functions and firmware are located on an external flash integrated with the system board. All

TPM functions are encrypted or protected to ensure secure flash or communications.

Software

The software, HP ProtectTools, has two parts: HP ProtectTools Security Manager and HP

plug-in modules. Security Manager is the interface (shell) that centralizes all security

applications (plug-ins). The computer offers security in both configure-to-order and aftermarket

configurations. Both offerings provide a CD which can be used in Microsoft Windows to install

the HP ProtectTools security products. Customers using a non-HP corporate image are

encouraged to use the provided CD to install security software. Some HP Web-based downloads

(SoftPaqs) will not install unless previous versions of security software are already installed on

the target PC.

HP ProtectTools security applications for the computer are:

■HP ProtectTools Security Manager: The software is preinstalled on the hard drive and can be

accessed from the Start Menu or Control Panel applet. The Security Manager shell interface

provides a central point for administering all security plug-in modules. Security plug-ins like

the TPM, Smart Card, and future security products cannot be installed unless the Security

Manager interface is present.

■HP ProtectTools Embedded Security: This supports the TPM 1.2 hardware directly and is

preinstalled on the imaged drive for desktop. In Windows 2000 and Windows XP

environments, this software supports enhanced security for secure e-mail with Microsoft

2 www.hp.com Technical Reference Guide

HP ProtectTools Troubleshooting Guide

Outlook or Outlook Express, and it supports enhanced security for Microsoft EFS file/folder

encryption. The software also provides a function called Personal Secure Drive (PSD). The

PSD is a function in addition to the EFS-based file/folder encryption, and it uses the

Advanced Encryption Standard (AES) encryption algorithm. It is important to note that HP

ProtectTools Personal Secure Drive cannot function unless the TPM is unhidden, enabled

with appropriate software installed with ownership, and the user configuration initialized.

Additionally, the TPM also supports data management functions, such as backing up and

restoring the key hierarchy, support for third-party applications that use MSCAPI (such as

Microsoft Outlook and Internet Explorer) and applications that use PKCS#11 (such as

Netscape) for protected digital certificate operations when using the Embedded Security

software.

■HP ProtectTools TPM Firmware Update Utility: This utility is a Web-based SoftPaq for

updating your TPM firmware.

■HP Credential Manager for ProtectTools: This tool provides identity management and has

security features that protect against unauthorized access to your computer. These features

include the following:

❏Alternatives login capability as opposed to passwords when logging on to Windows,

such as using a smart card or biometric reader to log on to Windows

❏Single Sign On feature that automatically remembers credentials for Web sites,

applications, and protected network resources

❏Support for optional security devices, such as smart cards and biometric readers

❏Support for additional security settings, such as requiring authentication with an optional

security device to unlock the computer and access applications

❏Enhanced encryption for stored passwords, when implemented with a TPM Embedded

Security chip

■Smart Card Security for ProtectTools: This tool manages the smart card setup and

configuration for computers equipped with an optional smart card reader. The smart card

BIOS security mode is available on some models. When enabled, this mode requires you to

use a smart card to log on to the computer.

■BIOS Configuration for ProtectTools: This configuration provides access to the Computer

Setup Utility security and configuration settings. This allows users to access system security

features managed by Computer Setup through Windows.

Please consult the HP ProtectTools Security Manager Guide that shipped with the computer or

access this online at http://www.hp.com along with the latest software, firmware, driver, and

support materials. Help files provided with the installed product contain a variety of

troubleshooting, configuration, and functional product data, and they are considered the first

direct source of information.

Table A Glossary of HP ProtectTools Embedded Security Related Terminology

Acronym Term Detail

AES Advanced Encryption

Standard

A symmetric 128-bit block data encryption technique

API Application Programming

Interface

A series of internal operating system functions that applications

can use to perform various tasks

CSP Cryptographic Service

Provider

A software component that interfaces with the MSCAPI

Technical Reference Guide www.hp.com 3

HP ProtectTools Troubleshooting Guide

EFS Encryption File System A transparent file encryption service provided by Microsoft for

Windows 2000 or later

LPC Low Pin Count Defines an interface used by the HP ProtectTools Embedded

Security device to connect with the platform chipset. The bus

consists of 4 bits of Address/Data pins, along with a 33Mhz

clock and several control/status pins.

MSCAPI: Microsoft Cryptographic

API, or CryptoAPI

An API from Microsoft that provides an interface to the

Windows operating system for cryptographic applications

PKCS Public Key Cryptographic

Standards

Standards generated that govern definition and use of Public

Key/Private Key means of encryption and decryption.

PKI Public Key Infrastructure A general term defining the implementation of security systems

that use Public Key/Private Key encryption and decryption

PSD Personal Secure Drive A feature that is provided by HP ProtectTools Embedded

Security. This application creates a virtual drive on the user's

machine that automatically encrypts files/folders that are moved

into the virtual drive.

S/MIME Secure Multipurpose

Internet Mail Extensions

A specification for secure electronic messaging using PKCS.

S/MIME offers authentication via digital signatures and privacy

via encryption

TCG Trusted Computing Group Industry association set up to promote the concept of a “Trusted

PC.” TCG supersedes TCPA

TCPA Trusted Computing Platform

Alliance

Trusted computing alliance; now superseded by TCG

TPM Trusted Platform Module TPM hardware and software enhances the security of EFS and

the Personal Secure Drive by protecting the keys used by EFS

and the Personal Secure Drive.

In systems without the TPM, the keys used for EFS and the PSD

are normally stored on the hard drive. This makes the keys

potentially vulnerable. In systems with the TPM card, the TPM's

private Storage Root Keys, which never leave the TPM chip, are

used to “wrap” or protect the keys used by EFS and by the PSD.

Breaking into the TPM to extract the private keys is much more

difficult than hacking onto the system's hard drive to obtain the

keys.

The TPM also enhances the security of secure e-mail via

S/MIME in Microsoft Outlook and Outlook Express. The TPM

functions as a Cryptographic Service Provider (CSP). Keys and

certificates are generated and/or supported by the TPM

hardware, providing significantly greater security than

software-only implementations.

Acronym Term Detail

4 www.hp.com Technical Reference Guide

HP ProtectTools Troubleshooting Guide

Software

Impacted-Short

description

Details Solution / Workaround

HP ProtectTools Embedded

Security—Encrypting

folders, sub folders, and

files on PSD cause error

message

If the user copies files and

folders to the PSD and tries to

encrypt folders/files or

folders/subfolders, the Error

Applying Attributes

message appears. The user

can encrypt the same files on

the C:\ drive on an extra

installed hard drive.

This is as designed.

Moving files/folders to the PSD automatically

encrypts them. There is no need to

“double-encrypt” the files/folders. Attempting to

double-encrypt them using on the PSD using EFS

will produce this error message.

HP ProtectTools Embedded

Security—Cannot Take

Ownership With Another

OS In Multi-Boot Platform

If a drive is set up for multiple

OS boot, ownership can only

be taken with the platform

initialization wizard in one

operating system.

This is as designed.

For security reasons, the Embedded Security is

designed to work with only one OS per system.

HP ProtectTools Embedded

Security—Unauthorized

administrator can view,

delete, rename, or move

the contents of encrypted

EFS folders

Encrypting a folder does not

stop an unauthorized user

with administrative rights to

view, delete, or move

contents of the folder.

This is as designed.

It is a feature of EFS, not the Embedded Security

TPM. Embedded Security uses Microsoft EFS

software, and EFS preserves file/folder access

rights for all administrators.

HP ProtectTools Embedded

Security—Encrypted folders

with EFS in Windows 2000

are not shown highlighted

in green

Encrypted folders with EFS

are highlighted in green in

Windows XP, but not in

Windows 2000.

This is as designed.

It is a feature of EFS that it does not highlight

encrypted folders in Windows 2000, but it does

in Windows XP. This is true whether or not an

Embedded Security TPM is installed.

HP ProtectTools Embedded

Security—EFS does not

require a password to view

encrypted files in Windows

2000

If a user sets up the

Embedded Security, logs on

as an administrator, then logs

off and back on as the

administrator, the user can

subsequently see files/folders

in Windows 2000 without a

password.

This is as designed.

It is a feature of EFS in Windows 2000. EFS in

Windows XP, by default, will not let the user

open files/folders without a password.

HP ProtectTools Embedded

Security—Software should

not be installed on a restore

with FAT32 partition

If the user attempts to restore

the hard drive using FAT32,

there will be no encrypt

options for any files/folders

using EFS.

This is as designed.

Microsoft EFS is supported only on NTFS and

will not function on FAT32. This is a feature of

Microsoft's EFS and is not related to HP

ProtectTools software.

Technical Reference Guide www.hp.com 5

HP ProtectTools Troubleshooting Guide

HP ProtectTools Embedded

Security—Initialization fails

for TPM module after

system restore.

If the user restores the hard

drive from the restore CD,

initialization of the TPM fails.

This is as designed.

The TPM must be reset and enabled again in

Computer Setup (F10) Utility prior to

initialization.

HP ProtectTools Embedded

Security—Windows 2000

User can share to the

network any PSD with the

hidden ($) share

Windows 2000 User can

share to the network any PSD

with the hidden ($) share. The

hidden share can be

accessed over the network

using the hidden ($) share.

The PSD is not normally shared on the network,

but it can be through the hidden ($) share in

W2K only. HP recommends always having the

built-in Administrator account

password-protected.

HP ProtectTools Embedded

Security—User is able to

encrypt or delete the

recovery archive XML file

By design, the ACLs for this

folder is not set; therefore, a

user can inadvertently or

purposely encrypt or delete

the file, making it

inaccessible. Once this file

has been encrypted or

deleted, no one can use the

TPM software.

This is as designed.

Users have access rights to an emergency

archive in order to save/update their basic user

key backup copy. Customers should adopt a

'best practices' security approach and instruct

users never to encrypt or delete the recovery

archive files.

HP ProtectTools Embedded

Security—HP ProtectTools

Embedded Security EFS

interaction with Norton

Antivirus produces longer

encryption/decryption and

scan times

Encrypted files interfere with

Norton Anti Virus 2005 virus

scan. During the scan

process, the Basic User Key

password prompt asks the

user for a password every

10 files or so. If the user does

not enter a password, the

Basic User Key password

prompt times out, allowing

NAV2005 to continue with

the scan. Encrypting files

using HP ProtectTools

Embedded Security EFS takes

longer when Norton Antivirus

is running.

To reduce the time required to scan HP

ProtectTools Embedded Security EFS files, the

user can either enter the encryption password

before scanning or decrypt before scanning.

To reduce the time required to encrypt/decrypt

data using HP ProtectTools Embedded Security

EFS, the user should disable Auto-Protect on

Norton Antivirus.

HP ProtectTools Embedded

Security—Cannot save

emergency recovery

archive to removable

media

If the user inserts an MMC or

SD card when creating the

emergency recovery archive

path during Embedded

Security Initialization, an

error message is displayed.

This is as designed.

Storage of the recovery archive on removable

media is not supported. The recovery archive

can be stored on a network drive or another

local drive other than the C drive.

Software

Impacted-Short

description

Details Solution / Workaround

6 www.hp.com Technical Reference Guide

HP ProtectTools Troubleshooting Guide

HP ProtectTools Embedded

Security—Cannot encrypt

any data in the Windows

2000 French (France)

environment.

There is no Encrypt selection

when right-clicking a file icon.

This is a Microsoft operating system limitation. If

the locale is changed to anything else (French

(Canada), for example), then the Encrypt

selection will appear.

To work around the problem, encrypt the file as

follows: right-click the file icon and select

Property > Advanced > Encrypt

Contents.

HP ProtectTools Embedded

Security—Errors occur after

experiencing a power loss

while taking ownership

during the Embedded

Security Initialization

If there is a power loss while

initializing the Embedded

Security chip, the following

issues will occur:

• When attempting to

launch the Embedded

Security Initialization

Wizard, the following

error is displayed:

The Embedded

security cannot be

initialized since the

Embedded Security

chip has already an

Embedded Security

owner.

• When attempting to

launch the User

Initialization Wizard, the

following error is

displayed:

The Embedded

security is not

initialized. To use the

wizard, the

Embedded Security

must be initialized

first.

Perform the following procedure to recover from

the power loss:

✎Use the Arrow keys to select various menus,

menu items, and to change values (unless

otherwise specified).

1. Start or restart the computer.

2. Press F10 when the F10=Setup message

appears on screen (or as soon as the

monitor LED turns green).

3. Select the appropriate language option.

4. Press Enter.

5. Select Security > Embedded Security.

6. Set the Embedded Security Device option to

Enable.

7. P r e s s F10 to accept the change.

8. Select File > Save Changes and Exit.

9. Press ENTER.

10. Press F10 to save the changes and exit the

F10 Setup utility.

HP ProtectTools Embedded

Security—Computer Setup

(F10) Utility password can

be removed after enabling

TPM Module

Enabling the TPM module

requires a Computer Setup

(F10) Utility password. Once

the module has been

enabled, the user can remove

the password. This allows

anyone with direct access to

the system to reset the TPM

module and cause possible

loss of data.

This is as designed.

The Computer Setup (F10) Utility password can

only be removed by a user who knows the

password. However, HP strongly recommends

having the Computer Setup (F10) Utility

password protected at all times.

Software

Impacted-Short

description

Details Solution / Workaround

Technical Reference Guide www.hp.com 7

HP ProtectTools Troubleshooting Guide

HP ProtectTools Embedded

Security—The PSD

password box is no longer

displayed when the system

becomes active after

Standby status

When a user logs on the

system after creating a PSD,

the TPM asks for the basic

user password. If the user

does not enter the password

and the system goes into

Standby, the password

dialog box is no longer

available when the user

resumes.

This is by design.

The user has to log off and back on to view the

PSD password box again.

HP ProtectTools Embedded

Security—No password

required to change the

Security Platform Policies

Access to Security Platform

Policies (both Machine and

User) does not require a TPM

password for users who have

administrative rights on the

system.

This is by design.

Any administrator can modify the Security

Platform Policies with or without TPM user

initialization.

HP ProtectTools Embedded

Security—Microsoft EFS

does not fully work in

Windows 2000

An administrator can access

encrypted information on the

system without knowing the

correct password. If the

administrator enters an

incorrect password or cancels

the password dialog, the

encrypted file will open as if

the administrator had entered

the correct password. This

happens regardless of the

security settings used when

encrypting the data.

The Data Recovery Policy is automatically

configured to designate an administrator as a

recovery agent. When a user key cannot be

retrieved (as in the case of entering the wrong

password or canceling the Enter Password

dialog), the file is automatically decrypted with

a recovery key.

This is due to the Microsoft EFS. Please refer to

Microsoft Knowledge Base Technical Article

Q257705 for more information.

The documents cannot be opened by a

non-administrator user.

HP ProtectTools Embedded

Security—When viewing a

certificate, it shows as

non-trusted.

After setting up HP

ProtectTools and running the

User Initialization Wizard,

the user has the ability to

view the certificate issued;

however, when viewing the

certificate, it shows as

non-trusted. While the

certificate can be installed at

this point by clicking the

install button, installing it

does not make it trusted.

Self-signed certificates are not trusted. In a

properly configured enterprise environment, EFS

certificates are issued by online Certification

Authorities and are trusted.

Software

Impacted-Short

description

Details Solution / Workaround

8 www.hp.com Technical Reference Guide

HP ProtectTools Troubleshooting Guide

HP ProtectTools Embedded

Security—Intermittent

encrypt and decrypt error

occurs: The process

cannot access the file

because it is being

used by another

process.

Extremely intermittent error

during file encryption or

decryption occurs due to the

file being used by another

process, even though that file

or folder is not being

processed by the operating

system or other applications.

To resolve the failure, the user can log off and

back on to the system. Restart, log off, and log

back in to resolve the issue.

HP ProtectTools Embedded

Security—Data loss in

removable storage occurs if

storage is removed prior to

new data generation or

transfer

Removing storage mediums

such as a MultiBay hard drive

still shows PSD availability

and does not generate errors

while adding/modifying data

to the PSD. After system

restart, the PSD does not

reflect file changes that

occurred while the removable

storage was not available.

The issue is only experienced if the user

accesses the PSD, then removes the hard drive

before completing new data generation or

transfer. If the user attempts to access the PSD

when the removable hard drive is not present,

an error message is displayed stating that the

device is not ready.

HP ProtectTools Embedded

Security—During uninstall,

if user has not initialized

the Basic User Key and

opens the Administration

tool, the Disable option is

not available and

Uninstaller will not continue

until the Administration tool

is closed.

During uninstallation, the user

has the option of uninstalling

either without disabling the

TPM or by first disabling the

TPM (through Admin. tool),

then uninstalling. Accessing

the Admin tool requires Basic

User Key initialization. If

basic initialization has not

occurred, all options are

inaccessible to the user.

Since the user has explicitly

chosen to open the Admin

tool (by clicking Yes in the

dialog box prompting Click

Yes to open Embedded

Security Administration

tool), uninstall waits until the

Admin tool is closed. If user

clicks No in that dialog box,

then the Admin tool does not

open at all and uninstall

proceeds.

The Admin tool is used for disabling the TPM

chip, but that option is not available unless the

Basic User Key has already been initialized. If it

has not, then select Ok or Cancel in order to

continue with the uninstallation process.

Software

Impacted-Short

description

Details Solution / Workaround

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