SanDisk Cruzer Enterprise User Manual

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

Document No.TSG-CRE-0507-10

May 2007

SanDisk Corporation

Corporate Headquarters • 601 McCarthy Blvd. • Milpitas, CA 95035

Phone (408) 801-1000 • Fax (408) 801-8657

www.sandisk.com

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

1. Starting the Cruzer Enterprise

WHY DIDN’T MY CRUZER ENTERPRISE DRIVE START WHEN I INSERTED IT?

Is this the first time you have used your Cruzer Enterprise

drive with this specific computer?

Microsoft Windows new hardware setup occasionally does not start

the autorun code on a removable drive. If this happens, the Cruzer

Enterprise launcher partition of your Cruzer Enterprise drive can

be seen in Windows but the password prompt is not displayed, and

the Cruzer Enterprise partition is not available.

To solve this, restart the computer and reinsert your Cruzer

Enterprise drive or manually launch the Cruzer Enterprise drive

software. The Cruzer Enterprise drive software launcher is located

on the Cruzer Enterprise Launcher drive, and is called Enterprise

_Launcher.exe.

Have you used your Cruzer Enterprise drive on this specific

computer before?

If you have used your Cruzer Enterprise drive on this computer,

but have since added new network drive mapping, Windows may

not allow access to your Cruzer Enterprise drive. Windows stores

the last drive mapping data for removable drives, but also allows

adding a network drive mapped to the same drive letter while the

removable drive is inserted into the computer. When this happens,

Windows allocates the same drive letter for both the removable

drive and the network drive when your Cruzer Enterprise drive is

inserted.

This can be confirmed using the Computer Management tool,

located in Control Panel>Administrative Tools. Select Computer

Management>Disk Management to display the local disks and their

drive letter mapping data. If you can see the Cruzer Enterprise

Launcher and Cruzer Enterprise drive disk partitions, but the

Cruzer Enterprise Launcher has the same drive letter as a network

drive, then this is the problem. To resolve this, change either the

network or the Cruzer Enterprise Launcher drive letter.

To change the network drive letter, disconnect the mapped

network drive and map it to an available drive letter that is not

being used by your Cruzer Enterprise drive.

To change the Cruzer Enterprise drive Launcher drive letter,

right-click the Cruzer Enterprise drive Launcher drive in either the

top or bottom right pane of the Computer Management tool. Select

the “Change Drive Letter and Paths…” option. In the window that

is displayed showing the drive letter for the Cruzer Enterprise drive

Launcher, click Change. Another window is displayed where you

can set the removable drive letter to any letter, even one that is

already mapped to a network drive. Map the Cruzer Enterprise

drive Launcher to an unused drive letter. After the drive letter has

been changed, remove and reinsert your Cruzer Enterprise drive.

May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

I INSERTED MY CRUZER ENTERPRISE DRIVE INTO MY CORPORATE MACHINE

AND NOTHING HAPPENED. IS THERE A SECURITY POLICY THAT PROHIBITS

THE CHANGE OF REGISTRY KEYS?

When the Cruzer Enterprise does not launch because of a security

policy that prohibits registry changes, registry keys should be

modified to full control. For more information about modifying

registry keys, see the Cruzer Enterprise Registry Key Reference

Guide.

I GOT THE MESSAGE “CAN’T LOCATE CONFIGURATION DATA” WHEN I

INSERTED MY CRUZER ENTERPRISE DRIVE. WHAT SHOULD I DO?

When working with an account that does not have Administrator

privileges, occasionally your Cruzer Enterprise will not respond

quickly enough to requests for the configuration data. This can be

resolved by removing and reinserting your Cruzer Enterprise drive.

WHY DO I GET A WINDOWS ERROR MESSAGE WHEN I INSERTED MY CRUZER

ENTERPRISE DRIVE?

This may occur when you insert your Cruzer Enterprise drive in a

computer running Windows 2000 SP3 or earlier and logged into a

Guest account. Cruzer Enterprise drive is not supported on

Windows 2000 SP3 or earlier.

May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

2. Passwords

WHAT ARE ‘SPECIAL’ CHARACTERS?

A special character is any character that is not a letter or digit, for

example, ‘@’ or ‘#’. These characters may be used in passwords to

make them more complex and help prevent password hacking.

WHEN I TRIED TO TYPE A NEW PASSWORD, I GOT AN INVALID PASSWORD

MESSAGE. WHAT DOES THIS MEAN?

Cruzer Enterprise uses a complex password algorithm. Passwords

must be a minimum of 4 characters and must contain at least

three of the four character types – uppercase letters, lowercase

letters, numbers, and special characters. Examples of valid

passwords are ABC123def, ABC@#123, def^&*111, and

123()QQQ.

I TYPED A PASSWORD HINT AND GOT A MESSAGE THAT THE PASSWORD HINT

IS TOO SIMILAR TO MY PASSWORD. WHY?

The password hint is verified that it is not similar to the password

you have entered. There are two types of password matching

algorithms – Exact and Similar. The Exact algorithm checks that

the exact text of the password does not appear in the password

hint. The similar algorithm checks that at least 40% of the

password cannot appear in the password. In both algorithms,

reverse passwords are not permitted. By default, Cruzer Enterprise

uses the Exact password matching algorithm but can be modified

using the Cruzer Enterprise Updater procedure.

May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

3. Internationalization

WHY DOES SOME OF THE TEXT STILL APPEAR IN ENGLISH AFTER I CHANGED

MY LANGUAGE SETTINGS?

Some of the Cruzer Enterprise drive strings have not yet been

translated. For completeness, these strings will continue to be

displayed in English until correct translations are available.

I PLUGGED IN MY CRUZER ENTERPRISE DRIVE AND I GOT A MESSAGE IN

ENGLISH, BUT MY SELECTED LANGUAGE FOR CRUZER ENTERPRISE DRIVE IS

NOT ENGLISH. WHY DID THIS HAPPEN?

If you are using your Cruzer Enterprise drive with an account that

does not have administrative privileges, you may receive the

message “Your Cruzer Enterprise drive could not start.” This

message is always displayed in English, because it is generated

before the Cruzer Enterprise drive software can read the language

selection settings on your Cruzer Enterprise drive.

May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

4. Cruzer Enterprise Shutdown

WHY CAN I STILL SEE THE CRUZER ENTERPRISE DRIVE IN WINDOWS

EXPLORER WHEN I GET A MESSAGE THAT MY CRUZER ENTERPRISE DRIVE

HAS SUCCESSFULLY SHUT DOWN?

Cruzer Enterprise was able to shut down but Windows did not eject

the drives. Click the Windows Safely Remove Hardware taskbar

icon to eject your Cruzer Enterprise drive.

WHY DOES IT SOMETIIMES TAKE A LONG TIME TO SHUT DOWN THE CRUZER

ENTERPRISE DRIVE ON COMPUTERS RUNNING WINDOWS 2000? IS THIS

NORMAL?

Occasionally you may find that shutting down your Cruzer

Enterprise drive when used with a computer running Windows

2000 takes 30 to 40 seconds. This is normal and should not be

cause for concern.

4.1 Guest Accounts

WHY CAN I NOT SIGN ON WITH A GUEST ACCOUNT ON A COMPUTER RUNNING

WINDOWS 2000?

If you insert your Cruzer Enterprise drive for the first time on a

computer running Windows 2000 using an account with Guest

privileges, a Windows message is generated that states “You do

not have sufficient privileges to install devices on this computer.”

The only workaround for this Windows limitation is to log in with

an account that has greater privileges.

After your Cruzer Enterprise drive has been installed on a

computer running Windows 2000, it can be used with a Guest

account.

WHAT HAPPENS WHEN I USE A CRUZER ENTERPRISE DRIVE FOR THE FIRST

TIME WITH A WINDOWS XP GUEST ACCOUNT?

When your first use of Cruzer Enterprise is with a Guest account

on a computer running Windows XP, your Cruzer Enterprise drive

will shut down after the initialization wizard completes its process.

You will be able to select a language, enter your password, hint,

and contact information. All the information entered will be stored

and you will not need to re-enter it.

This only occurs the first time you use your Cruzer Enterprise

drive. When you remove your Cruzer Enterprise drive and reinsert

it, you are prompted for your password and the Cruzer Enterprise

functions normally.

May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

WHY DIDN’T CRUZER ENTERPRISE STORE MY SETTING CHANGES WHEN I

MODIFIED THEM USING A GUEST ACCOUNT?

Cruzer Enterprise does not permit changing device settings using a

Guest account. Log out of the Guest account and log in with an

account with higher privileges before changing the Cruzer

Enterprise drive settings.

4.2 Help and Support

CAN I USE CRUZER ENTERPRISE ON A COMPUTER RUNNING WINDOWS 2000

SP3 OR EARLIER?

Cruzer Enterprise does not support Windows 2000 SP3 or earlier.

The Cruzer Enterprise drive supports Windows 2000 SP4, Windows

XP Professional and Home Edition, and Windows Vista.

I AM EXPERIENCING PROBLEMS WITH MY CRUZER ENTERPRISE THAT IS NOT

INCLUDED IN THIS TROUBLESHOOTING GUIDE. IS THERE CUSTOMER

SUPPORT FOR THE CRUZER ENTERPRISE?

You can receive customer support by clicking or typing the

following link on your Internet Web browser.

www.sandisk.com/cesupport

May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise

Troubleshooting FAQ

Revision 1.0

SanDisk^®Corporation general policy does not recommend the use of its products in life

support applications where in a failure or malfunction of the product may directly threaten

life or injury. Per SanDisk Terms and Conditions of Sale, the user of SanDisk products in life

support applications assumes all risk of such use and indemnifies SanDisk against all

damages. See “Disclaimer of Liability.”

This document is for information use only and is subject to change without prior notice.

SanDisk Corporation assumes no responsibility for any errors that may appear in this

document, nor for incidental or consequential damages resulting from the furnishing,

performance or use of this material. No part of this document may be reproduced,

transmitted, transcribed, stored in a retrievable manner or translated into any language or

computer language, in any form or by any means, electronic, mechanical, magnetic,

optical, chemical, manual or otherwise, without the prior written consent of an officer of

SanDisk Corporation.

All parts of the SanDisk documentation are protected by copyright law and all rights are

reserved.

SanDisk and the SanDisk logo are registered trademarks of SanDisk Corporation.

CompactFlash is a U.S. registered trademark of SanDisk Corporation.

Product names mentioned herein are for identification purposes only and may be

trademarks and/or registered trademarks of their respective companies.

SanDisk products are covered or licensed under one or more of the following U.S. Patent

Nos. 5,070,032; 5,095,344; 5,168,465; 5,172,338; 5,198,380; 5,200,959; 5,268,318;

5,268,870; 5,272,669; 5,418,752; 5,602,987. Other U.S. and foreign patents awarded and

pending.

Lit. No. Revision 1.0 Rev. 1.0 05/07 Printed in U.S.A.

Revision History

May 2007

Revision 1.0—initial release

May 2007, Document No.TSG-CRE-0507-10

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