IronKey Trusted Access™ Troubleshooting Topics

IronKey cannot install

The Secure Browser will not launch

Setting a static drive letter for IronKey

The Secure Browser runs slowly

Additional help using the Secure Browser on your provider's website

Does your computer meet the minimum system memory requirements?

To install and use IronKey, your computer must have at least 1GB of physical memory on Windows^® XP or 2GB on Vista and Windows 7.

Does your computer meet the operating system requirements?

To install and use IronKey, your computer must be running Windows XP (32-bit only), Vista, or Windows 7.

Are you running your Vista or Windows 7 computer in Non-Admin mode with User Access Control (UAC) turned off?

If you are running Vista or Windows 7, with User Access Control turned off, you must be logged in as the administrator.

Are you running your Vista or Windows 7 computer in Non-Administrator mode with UAC turned on?

You must be logged in as the administrator, or have your System Administrator approve the IronKey software to install.

Are you running your XP computer in Non-Administrator mode?

You must be logged in as the administrator to allow the software to install, or have your System Administrator approve the software to install.

Is your firewall blocking the software installation?

Add an exception to your firewall configuration to allow the software to install. If prompted, select options like Unblock or Allow

Is the IronKey software properly installed?

Verify the software is installed by reviewing the list of installed software from:

• Windows XP: My Computer > Add/Remove Programs

• Vista & Windows 7: Computer > Control Panel > Programs and Features

Does your computer meet the operating system requirements?

To install and use IronKey, your computer must be running Windows XP (32-bit only), Vista, or Windows 7.

Did you restart the computer after the software was installed?

You must restart the computer after installing IronKey.

Does your computer require using a proxy to access the Internet?

If your computer is required to use a proxy to access the Internet, make sure you have set your IronKey device to use your proxy by going to the IronKey Control Panel > Settings > Network Settings. If not set, enter your proxy settings and credentials. You must re-launch the Trusted browser before your changes will take effect.

Has the drive letter of the IronKey device changed?

IronKey requires a static drive letter for the device in order to run. If the the drive letter changes between uses, IronKey must be reinstalled. It is recommended you assign a static drive letter to your device before reinstalling. See the section Setting a static drive letter for IronKey for instructions on assigning drive letters.

How do I set a static drive letter for the IronKey Device?

1. Lock your device by clicking IronKey Control Panel > Lock Device

2. Right-click My Computer, then click Manage. Alternatively you can click on Start > Control Panel > Administrative Tools > Computer Management

3. Under Computer Management (Local) > Storage, click Disk Management.

4. Locate the drive labeled IronKey in the list of drives in the right pane.

5. Right-click the IronKey drive and select Change Drive Letter and Paths.

6. Click Change, and in the drop-down menu, select a drive letter in the middle of the alphabet, such as "M", that is not currently in use.

7. Accept the changes by clicking OK, then Yes.

8. If the IronKey Control Panel does not auto-launch click My Computer > IronKey Unlocker > IronKey.exe

9. Unlock your IronKey.

10. IronKey will inform you it was unable to launch. Click reinstall and follow the install wizard’s instructions.

Is your computer running low on memory?

If you are having trouble with the Secure Browser your system may be running low on memory. Close any unnecessary programs and re-launch the Secure Browser. You may also try restarting your computer to free up your computer's memory. If this problem persists, consult your System Administrator.

Are you running another Virtual Machine application on your computer?

Virtualization software installed or running on the computer can disrupt IronKey. Close any virtual machine application currently running on the computer and restart the Secure Browser. If the problem persists, try reinstalling IronKey.

For help using the Secure Browser or your provider's website, click the help button "?" at the top of the Secure Browser in the navigation bar.