Latitude

Last reply by 01-12-2023 Unsolved
Start a Discussion
1 Amber
1 Amber
603

Latitude 5430 Smart Card Not Recognized in McAfee on Soft Reboot

All,

New to the 5430 board. We've trying to resolve an issue where during restart or soft reboot, McAfee prompts the user to insert a smart card (we use a PIV card) after entering their PIN and the only way to "resolve" this error is to press the power button to turn off the laptop then pressing it again to reboots the laptop. McAfee then reads the smart card after the user inputs their PIN. We've engaged Dell tech support and they basically said, it is McAfee that needs to resolve the issue since it is happening pre-boot. For clarity, we did the following: looked at and compare every setting in the BIOS with the 5420s that we have, updated the BIOS, downgraded the BIOS, run Dell Command Update to update all drivers, upgraded to the patch suggested in McAfee's (Trellis now) KB articles, upgraded to the latest McAfee DE client, updated McAfee policy. We also called McAfee and the tech could not resolve the issue. Perhaps we're missing some other things to try? Would certainly be interested to know.

So, I'm asking if you or someone you know has experience a similar issue on their Latitudes and resolved it. I would be very happy to try the resolution and see if it also resolves ours.  Thank you.

Replies (17)
10 Diamond
413

Always include version of Windows in your posts.

If these PIV readers are connected via USB, you may have a USB issue. In that case, suggest you make some Power plan settings changes on just one of them as a test.

Open Device Manager. Expand list under USB. Double-click each USB entry and click its Power Management tab, if it has one. Uncheck the box "Allow PC to turn off...". Repeat for all USB entries.

Now expand list under Human Interface Devices in Device Manager and uncheck that same box for any HID entry that has a Power Management tab. Exit Device Manager when done.

Next, open the Windows Power & Sleep screen. Click Additional Power Settings. On next screen identify the active Power plan and click Change Plan Settings. On next screen, click Change Advanced Power Settings. Note: Navigation to the Advanced screen is based on Win 10 - your OS version may be somewhat different.

On the Advanced Settings screen, disable Hibernation, Hybrid Sleep, USB Selective Suspend, and PCI Express Link State Management. Save the changes to the power plan and reboot. Note: These changes will increase battery usage to some extent because PC won't be turning USB devices off to save power. 

See if this solves the problem and monitor impact on time between charges before making the changes on the other systems. If this doesn't help, you can always undo the suggested changes...

Ron

  Forum Member since 2004
  I am not a Dell employee

3 Argentum
408

Unplug the power and let the battery drain to force shutdown - it takes around 2 hours for a fully charged battery to drop below 50% for it to shut down.

Once shut down, plug the power back in and let it charge for about 10-20mins for the battery to reach over 50% then boot the machine back up. It will then initiate the BIOS recovery.

If you can't wait for 2 hours, you'll have to unscrew the back plate to disconnect the battery.

 

Regards,
james

395

@John harper  What has any of that to do with fixing a PIV card reader problem? This problem has nothing to do with BIOS....

Ron

  Forum Member since 2004
  I am not a Dell employee

335

@RoHe We're on Windows 10 20H2 version. The issue is pre-boot so it has nothing to do with Windows drivers. FWIW, we've updated all the drivers including BIOS, we've downgraded all the drivers, we've upgraded them again, using each version available on Dell's website, also used McAfee client latest client version (7.4 currently). All to no avail.

10 Diamond
329

@StingyFE  What happens if you disable McAfee (don't uninstall it, yet) so Windows Defender (aka, Windows Security) automatically gets enabled and starts running?

(Confirm Windows Defender is running after you disable McAfee and reboot PC.)

Ron

  Forum Member since 2004
  I am not a Dell employee

2 Bronze
2 Bronze
312

Disabling McAfee, the laptop goes to Windows login screen which we don't have a problem with. What we're unable to get our heads around is that soft rebooting the laptop gives an error from McAfee to insert smartcard then when pressing the power button and restarting the laptop, the error goes away.

10 Diamond
301

Maybe time to query McAfee tech support and/or post a question on their forum, and/or the SmartCard reader OEM.

Did you make all the Power settings changes I suggested? Even though it's a Restart from inside Windows, it's possible that (USB) devices that were turned off to save power haven't -yet- restarted when McAfee loads and looks for the SmartCard?

Ron

  Forum Member since 2004
  I am not a Dell employee

2 Bronze
2 Bronze
290

@RoHe, Yes we did and still did not work.

245

We just got our first delivery of 7430s and they are doing the same thing.  First boot always does not recognize the internal card reader as present.  Power it off and on with the power button and on the second boot it works normally and reads the card and proceeds past the McAfee preboot.  We also verified all our BIOS settings are identical to the 7420s that work as expected.

Latest Solutions
Top Contributor