User manual

ROCSECURE – Rocsafe MX User Manual
28
11 Troubleshooting
In the event that your Rocsafe MX does not function properly, please refer to the following checklist to find out
what the problem is. If further technical support is required, please contact your Rocsafe MX Mobile reseller or
ROCSTOR-ROCSECURE Technical Support at
ROCSTOR-ROCSECURE Technical Support
Hotline Number: +1.818.449.2000
Email: [e-mail]
Problem
Query
Possible reason and remedy
The keypad is
inactive
Is the unit’s backlight on? Ensure that the USB connector is firmly connected
to your computer’s USB port. If you are using
FireWire, ensure that the FireWire connector is
firmly connected to the computer’s FireWire port.
Has a smart card been
inserted?
Insert a valid smart card into the Rocsafe MX.
Is the Error LED lighted? Ensure that a valid card is inserted, and that the
card orientation is correct, by inserting the card
with the contacts facing down.
Authentication fails Is the Error LED lighted? Ensure that a valid card is inserted, and that the
card orientation is correct, by inserting the card
with the contacts facing down.
Is the Error LED blinking? A wrong password has been entered. Press the Esc
button to restart the authentication process.
The drive is not
recognized.
Does the Status LED stay on
all the time?
Ensure that the USB connector is firmly connected
to your computer’s USB port. If you are using
FireWire, ensure that the FireWire connector is
firmly connected to the computer’s FireWire port.
Does the drive’s icon appear
on the computer?
Check for the drive icon in your operating system.
Ensure that the Rocsafe MX is not connected to a
bus-powered USB hub or a USB extension cable. If
this still doesn’t work, an extra power adaptor
might be needed.
Is the hard drive new? A new drive that has not been previously
partitioned and formatted will need to be done so.
Refer to 8.1 Partitioning and formatting your hard
drive for more information.