Welcome to UBB.com > Help > U.are.U Support Files > General Troubleshooting

(last updated 6/20/2006)

A) Symptoms caused by missing security certificate:

1. Authentication server is unavailable
2. Sensor Unavailable message even though U.are.U Online software is installed
3. Get "Security Alert" warnings about "The security certificate was issued by a company you have not chosen to trust."

B) Symptoms caused by Sensor Drivers (or faulty USB chipset):

1. Sensor appears to be installed correctly according to Device Manager, but won't work
2. Sensor's little square in the middle is glowing red
3. User can start registration wizard but it quits at the "touch sensor" part, it doesn't light up
4. Online client says "Touch Sensor" but it doesn't light up

C) For everything else, there's tech support.

1. User can log in once with finger sensor, but then has to reboot to get sensor to work to login again.

Problem:
A) Security Certificate not installed, please follow these instructions to install security certificate
B) Out of date drivers
B2) Possible Non-USB Compliant expansion card or USB chipset on motherboard
C) Misc problems with registry, hardware, software, unique issues

Steps to UPGRADE DRIVERS:

• This fix is designed for W2K or WXP only.
• FIRST...Make sure you have uninstalled any version of U.are.U Online Client, Digital Persona Driver 2.2.2.1004 WHQL or Digital Persona Online Client.  Use ADD/REMOVE PROGRAMS (in control panel).
  
• You must be logged in to the PC with administrative rights.

1. Make sure security certificate is installed (reinstall it)
2. Download (choose OPEN or 'Run from current location')
   Extract Hardware Enumerator to c:\ubbsupport
   1. Click OK to IMPORTANT NOTICE message
3. Download (choose OPEN or 'Run from current location')
   Cleanup Batch (installs to c:\ubbsupport)
   1. Click OK to IMPORTANT NOTICE message
4. Uninstall current drivers
   1. Right click MY COMPUTER
   2. Choose Properties
   3. Click Hardware Tab
   4. Click Device Manager
   5. Double click Biometrics
   6. Double click U.are.U 4000 Finger Sensor by DigitalPersona,Inc.
   7. Click Driver tab
   8. Click Uninstall CONFIRM removal of driver
   9. Close all windows, disconnect sensor
5. Run cleanup batch (c:\ubbsupport\cleandp.bat)
   1. Make sure that DPHOST service is stopped, if it doesn't, stop, call UBB Tech support at 800-752-8140
   2. Answer y to each question and press enter
   3. Dos prompt screen will go away when it's done
6. Upgrade online client
7. Reboot, log back in
8. Connect sensor, wait for "new hardware" message, click NEXT if needed (let it look for the drivers)
9. If prompted, you may need to reboot (most likely)

At this point, check to see if it works on the www.ubb.com website. If it still doesn't work, send diagnostic information

Steps to send diagnostic info to UBB

1. Click START menu, RUN, type MSINFO32, click OK
2. Click FILE, SAVE AS
3. Choose to save the file to the desktop
4. Save it with a file name of your sensors serial number (flip over the sensor, starts with 354xxxx)
5. Email the file to info@ubb.com
   1. Use the subject line "U.ARE.U SUPPORT DIAGNOSTIC FILE"
   2. Include your username and phone number in the message
6. Tech support from UBB will contact you shortly

Customer Support
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