Troubleshooting Strategies

To troubleshoot a problem in ActivClient, follow these basic steps:

Check Common Issues and Known Problems

To check common issues and known problems, consider the following:

  • Check if your problem was reported in the ActivClient_ReleaseNotes.htm of your original ActivClient distribution.

  • Check the HID Global web site for the latest support information.

Analyze Symptoms and Factors

To analyze the conditions of the error, consider the following questions:

  • Has the default configuration been modified from the original installation?

  • Has the system ever worked? Is there a similar working system in the same environment?

  • Are the operating system and service packs listed in the ActivClient supported configurations?

  • Which ActivClient previous version has the system been upgraded with?

  • Is there another application using the smart card?

  • Does the error depend on the smart card being used?

Isolate the Error Condition and Reproduce the Error

To isolate and, if possible, reproduce the error, consider the following checklist:

  • Run the Advanced Diagnostics wizard, save the result file, and compare the same output with a reference identical working platform.

  • Restore the default policy settings and try again.

  • Replace the smart card reader.

  • Try another smart card.

  • Consider removal and reinstallation of ActivClient and try again.

Ask for Technical Support Resources

Run the Advanced Diagnostics Wizard, save the result file, and contact your reseller’s technical support organization for analysis.