SanDisk Cruzer Enterprise Operating instructions

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
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www.sandisk.com

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
Table of Contents
1. Starting the Cruzer Enterprise ........................................1
2. Passwords ...................................................................3
3. Internationalization.......................................................4
4. Cruzer Enterprise Shutdown...........................................5
4.1 Guest Accounts ............................................................5
4.2 Help and Support..........................................................6
© 2007 SanDisk® Corporation i May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
1. Starting the Cruzer Enterprise
Q: WHY DIDN’T MY CRUZER ENTERPRISE DRIVE START WHEN IINSERTED IT?
A: 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.
© 2007 SanDisk® Corporation 1 May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
Q: 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?
A: 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.
Q: I GOT THE MESSAGE “CAN’T LOCATE CONFIGURATION DATA”WHEN I
INSERTED MY CRUZER ENTERPRISE DRIVE.WHAT SHOULD IDO?
A: 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.
Q: WHY DO IGET A WINDOWS ERROR MESSAGE WHEN IINSERTED MY CRUZER
ENTERPRISE DRIVE?
A: 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.
© 2007 SanDisk® Corporation 2 May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
2. Passwords
Q: WHAT ARE ‘SPECIAL’CHARACTERS?
A: 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.
Q: WHEN ITRIED TO TYPE A NEW PASSWORD,IGOT AN INVALID PASSWORD
MESSAGE.WHAT DOES THIS MEAN?
A: 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.
Q: I TYPED A PASSWORD HINT AND GOT A MESSAGE THAT THE PASSWORD HINT
IS TOO SIMILAR TO MY PASSWORD.WHY?
A: 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.
© 2007 SanDisk® Corporation 3 May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
3. Internationalization
Q: WHY DOES SOME OF THE TEXT STILL APPEAR IN ENGLISH AFTER ICHANGED
MY LANGUAGE SETTINGS?
A: 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.
Q: I PLUGGED IN MY CRUZER ENTERPRISE DRIVE AND IGOT A MESSAGE IN
ENGLISH,BUT MY SELECTED LANGUAGE FOR CRUZER ENTERPRISE DRIVE IS
NOT ENGLISH.WHY DID THIS HAPPEN?
A: 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.
© 2007 SanDisk® Corporation 4 May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
4. Cruzer Enterprise Shutdown
Q: WHY CAN ISTILL SEE THE CRUZER ENTERPRISE DRIVE IN WINDOWS
EXPLORER WHEN IGET A MESSAGE THAT MY CRUZER ENTERPRISE DRIVE
HAS SUCCESSFULLY SHUT DOWN?
A: 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.
Q: WHY DOES IT SOMETIIMES TAKE A LONG TIME TO SHUT DOWN THE CRUZER
ENTERPRISE DRIVE ON COMPUTERS RUNNING WINDOWS 2000? IS THIS
NORMAL?
A: 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
Q: WHY CAN INOT SIGN ON WITH A GUEST ACCOUNT ON A COMPUTER RUNNING
WINDOWS 2000?
A: 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.
Q: WHAT HAPPENS WHEN IUSE ACRUZER ENTERPRISE DRIVE FOR THE FIRST
TIME WITH A WINDOWS XP GUEST ACCOUNT?
A: 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.
© 2007 SanDisk® Corporation 5 May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
Q: WHY DIDN’T CRUZER ENTERPRISE STORE MY SETTING CHANGES WHEN I
MODIFIED THEM USING A GUEST ACCOUNT?
A: 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
Q: CAN IUSE CRUZER ENTERPRISE ON A COMPUTER RUNNING WINDOWS 2000
SP3 OR EARLIER?
A: 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.
Q: I AM EXPERIENCING PROBLEMS WITH MY CRUZER ENTERPRISE THAT IS NOT
INCLUDED IN THIS TROUBLESHOOTING GUIDE.IS THERE CUSTOMER
SUPPORT FOR THE CRUZER ENTERPRISE?
A: You can receive customer support by clicking or typing the
following link on your Internet Web browser.
www.sandisk.com/cesupport
© 2007 SanDisk® Corporation 6 May 2007, Document No.TSG-CRE-0507-10

Cruzer Enterprise Troubleshooting FAQ
Revision 1.0
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© 2007 SanDisk Corporation. All rights reserved.
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;
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Lit. No. Revision 1.0 Rev. 1.0 05/07 Printed in U.S.A.
Revision History
May 2007 Revision 1.0—initial release
© 2007 SanDisk® Corporation 7 May 2007, Document No.TSG-CRE-0507-10