Troubleshooting (Advanced)
Refer to the following instructions when a problem occurs. If the remedies indicated in the chart do not solve the problem, contact Panasonic Technical Support. For a software problem, refer to the instruction manual of the software.

Shut Down

Cannot shut down or restart Windows.
  • Remove USB devices.
  • It may take 1 or 2 minutes to shut down.

Display

Takes time to display [Power Options] screen.
  • With the following steps, confirm whether [Copy of Panasonic Power Management] created when the Power Saving Utility is made has become 100 and more or not.
    1. Click or on the notification area and click [More power options].
    2. Click [Show additional plans].
    When more than one [Copy of Panasonic Power Management] is displayed, click [Change plan settings] in the power plan to be deleted and click [Delete this plan] to delete.
The [Panasonic] boot screen is not displayed on the external display.
  • When setting to [Boot Mode] to [Fast], the [Panasonic] boot screen will not appear immediately after the computer is turned on. To start the Setup Utility, press and hold «F2» or «Del» while turning the computer on.
  • Depending on the type of the external display, the [Panasonic] boot screen may not be displayed correctly. In this case, turn off the computer, disconnect the external display from the computer, and turn the computer on again.
There are red, green, or blue dots on the screen, or there is unevenness in colors and brightness on the screen. The following are not malfunctions.
  • Although advanced high-precision technologies are used in the production of color LCD screens, 0.002% or less of the picture elements may be dark or remain constantly lit (i.e., more than 99.998% of elements function properly).
  • Due to the natural characteristics of LCD screens, you may notice unevenness in colors and brightness depending on your angle of view. Hues may also vary by product.

Sleep and Hibernation

Cannot enter sleep and hibernation.
  • Remove USB devices temporarily. If the problem persists, restart the computer.
  • It may take 1 or 2 minutes to enter sleep and hibernation.
  • The computer does not enter sleep and hibernation immediately after resuming. Wait approximately 1 minute.
Cannot enter sleep and hibernation automatically.
The computer does not resume.
  • If you press and hold the power switch for 4 seconds or longer, the power will be turned off forcibly and the computer will not resume. In this case, all unsaved data will be lost.
  • You disconnected the AC adaptor and the battery pack while the computer was in sleep. If the computer’s power supply is disconnected in sleep, unsaved data will be lost and the computer will not resume.
  • The battery is exhausted. Sleep and hibernation consume some power.

Sound

No sound.
  • Click Windows7 or Windows7 on the notification area and change the volume.
  • Restart the computer.
Distorted sound.
  • Stop and restart playback.
When logging on (e.g., resuming the computer), audio is distorted.
  • Perform the following steps to change the audio settings to prevent audio output.
    1. Right-click the desktop and click [Personalize] - [Sounds].
    2. Remove the check mark from [Play Windows Startup sound].

Keyboard

Cannot enter special characters (ß, à, ç, etc.) and symbols.
  • Use the character map. Click Start (Start) - [All Programs] - [Accessories] - [System Tools] - [Character Map].

Network

Cannot connect to a network.
  • Set [LAN] to [Enabled] in the [Advanced] menu of the Setup Utility.
Cannot check the computer’s MAC address.
  • Follow the steps below.
    1. Click Start (Start) - [All Programs] - [Accessories] - [Command Prompt].
    2. Input “getmac /fo list /v”, and press «Enter».
      • Insert a space between “fo” and “list”, and between “list” and “/v”.
    3. Wireless LAN’s MAC address:
      Make a note of the 12-digit string of alphanumeric displayed on “Physical Address” line of “Wireless Network Connection”.
      Wired LAN’s MAC address:
      Make a note of the 12-digit string of alphanumeric displayed on “Physical Address” line of “Local Area Connection”.
    4. Input “exit”, and press «Enter».

Wireless Communication (only for model with wireless LAN/Bluetooth/wireless WAN)

Cannot connect to a network.
Access point is not detected.
  • Shorten the distance between the computer and the access point, and try the detection again.
  • Confirm the following settings:
<Only for model with wireless WAN>
Cannot communicate.
  • Confirm that [Wireless WAN] is set to [Enabled] in the [Advanced] menu of the Setup Utility.
  • Use the Wireless Switch Utility and confirm that the wireless WAN is on.
  • Confirm that the SIM card is inserted correctly.
If communication is not established after proceeding with the above remedies, the wireless WAN device may not be correctly recognized. Restart the computer.
<Only for model with wireless WAN>
Cannot connect to the mobile broadband network.
  • When you connect to the mobile broadband network for the first time, proceed as follows.
    1. Click  to open [Connect to a Network], select [Mobile Broadband Network] and then click [Connect].
      A message appears to show that connection has failed.
    2. Right-click [Mobile Broadband Network] and select [Properties].
    3. Set the APN, user name and password.
    4. Repeat step 1.

Connecting Peripherals

An error occurs while installing the driver.
  • When you install a driver of card or peripheral device, make sure that the driver is compatible with the operating system. If it is not compatible, malfunction may occur. For information about the driver, contact the manufacturer of the peripheral device.
A peripheral device does not work.
  • When you use the Cradle, connect the AC adaptor to the DC-IN jack on the Cradle.
  • Install the driver.
  • Contact the manufacturer of the device.
  • When operation resumes from sleep and hibernation, devices such as a mouse, modem and cards may not function properly. In this case, restart the computer or reinitialize the device.
  • When is displayed in the Device Manager, remove and insert the device. If the problem persists, restart the computer.
  • When you set [USB Port] to [Disabled] in the [Advanced] menu of the Setup Utility, USB ports of cradle are also disabled.
  • The computer may not recognize the connection/removal of some devices, or may not operate normally with some devices.
    1. Click (Start) - [Computer] - [System properties] - [Device Manager].
    2. Select the device, and remove the check mark for [Allow the computer to turn off this device to save power] in [Power Management]. (This item may be unavailable for some types of devices.)
  • In the case that a USB device does not work, remove the USB device and connect it again or connect the USB device to another port.
USB floppy disk drive does not work as a boot drive.
  • The operation is confirmed by Panasonic CF-VFDU03U USB floppy disk drive (optional).
  • Connect the floppy disk drive directly to a USB port of the computer or Cradle. Do not connect it via a USB hub.
  • Set [USB Port] and [Legacy USB Support] to [Enabled] in the [Advanced] menu of the Setup Utility.
  • Set [Boot Option #1] to [USB Floppy Disk] in the [Boot] menu of the Setup Utility.
  • Turn off the computer and connect the USB floppy disk drive, and then restart the computer.
You do not know the address map for IRQ, I/O port address, etc.
  • You can check with the following procedure.
    1. Click Start (Start) - [Computer] - [System properties] - [Device Manager].
      • A standard user needs to enter an administrator password.
    2. Click [View] - [Resources by type].
The device connected to the serial port does not work.
  • Check the connection.
  • The device driver may not work. Refer to the instruction manual of the device.
  • Do not connect 2 mouse devices simultaneously.
  • Set [Serial Port A] to [Enabled] in the [Advanced] menu of the Setup Utility.
<Only for model with LAN>
LAN transmission speed slows down noticeably.
<Only for model with wireless LAN>
Wireless LAN connection is disconnected.
  • Try the following settings.
    Click Start (Start) - [Control Panel] - [System and Security] - [Power Options], and select [High performance], then close the window.

Screen Operation

Cannot point the correct position using the included digitizer pen (included) or your finger. Perform the screen calibration.

Barcode Reader (only for model with Barcode Reader)

Reading is not possible.
  • Confirm that the barcode is readable (without damage, etc.).
  • Confirm the area for reading. The distance from the reader to the barcode is important. As a rule of thumb, a farther distance should be used for a larger symbol to allow the LED light to cover the symbol. In addition, a closer distance should be used for a thinner symbol.
  • Be sure the barcode is not placed closer than necessary to the reader.

Smart Card (only for model with Smart Card slot)

Cannot use a Smart Card.
  • Insert the Smart Card correctly.
  • Set [Smart Card] to [Enabled] in the [Advanced] menu of the Setup Utility.
  • To use a Smart Card, you need a specified software and driver.

Fingerprint Reader (only for model with Fingerprint Reader)

The sensor does not enroll or authenticate my fingerprint.
  • Slide your finger correctly. For further information about enrollment and authentication, refer to How to Use the Fingerprint Reader and [Tutorial].
    • Click Start (Start) - [All Programs] - [Protector Suite] - [Control Center] - [Help] - [Tutorial].
  • The sensor enrolls or authenticates no fingerprint, or performs authentication poorly, despite the correct way of finger sliding when your finger is in any of the conditions stated below:
    • Rough skin, or injured finger (with a cut or a skin inflammation)
    • Extremely dry
    • Soiled with mud or oil
    • Fingerprint has been worn and has faded
    • Wet with water or sweat
    <You can improve enrolling and authentication sensitivity by taking the following steps when any of the conditions described above exists>
    • Wash your hands or wipe them dry.
    • Use a different finger for registration or authentication.
    • Treat your finger with a hand cream when it is rough skin or dry.
  • Clean the fingerprint sensor. For further information, refer to Handling & Maintenance.
  • The fingerprint sensor may be malfunctioning when it continues to perform poorly after the steps described above have been performed. Contact Panasonic Technical Support.
Sensor does not work.
  • Exported passport can help you if you need to replace the sensor.
    • Log on to Windows as an Administrator.
      You can always access the computer by using your Windows log on password. In convenient mode, any user can access the computer by using your Windows log on password.
    • To access [File Safe], [Personal Safe]
      [File Safe] can be always accessed by using the [File Safe] backup password. [Personal Safe] can be always accessed by using the [Personal Safe] backup password.
    • Other functions
      Replace/Repair the sensor, then follow the instructions in section Replacing sensor. 
      Some limited functions (e.g. deleting passport) are available without a functional sensor. In case of deleted operation, it is necessary to cancel the fingerprint verification operation to get to the password dialog.
User cannot use enrolled finger. (e.g. injury)
  • It is strongly recommended to enroll at least two fingers to avoid this problem. If you enrolled multiple fingers, simply use other finger. If you only enrolled one finger that can be used, we recommend to use the [Manage Fingerprints] wizard and enroll additional fingerprints.

    If none of your enrolled fingers can be used, follow this procedure:
    1. Log on to Windows as an Administrator.
      You can always access the computer by using your Windows log on password. In convenient mode, any user can access the computer by using your Windows log on password.
    2. Update the enrolled fingerprints.
      To be able to fully use Protector Suite, you need to have usable enrolled fingerprints. Enter the [Manage Fingerprints] wizard.
    • If you do not use backup password, you can still enter using the Windows password.
    • If you use backup password, you can enter using the backup password.
    • If you do not use backup password, there is no other way to add a different fingerprint. In this case we recommend either to wait until your finger is usable again (e.g. the injury heals), or to delete the passport (Use [Delete user data] wizard) and then reenroll new fingerprints.
      Please note that in the latter case all your stored secret data (passwords, [File Safe] encryption keys [Personal Safe] data) will be lost. To perform the delete operation it is necessary to cancel the fingerprint verification operation to get to the password dialog, then enter your Windows log on password.
    • To access [File Safe], [Personal Safe]
      If you did not perform the procedure in step 2 or it did not work, you can still access [File Safe] by using the [File Safe] backup password, [Personal Safe] by using the [Personal Safe] backup password.
TPM failure.
  • If you use fingerprint authentication with TPM (Trusted Platform Module) and TPM is broken, erased or disabled, the [Multifactor] will not work anymore.
    If you do not use the [Multifactor] backup password, refer to Starting Over. Otherwise, if you use backup password, you can follow these steps:
    1. Click Start (Start) - [All Programs] - [Protector Suite] - [Control Center].
    2. Click [Identity] - [Multifactor].
    3. Set the method of authentication except for “fingerprint + TPM **”.
Replacing sensor.
  • If you need to replace a non-functioning fingerprint reader, follow this procedure.
    Enrollment to the hard disk:
    If enrollment to hard disk is used, “Protector Suite” has not stored any data on the device and therefore has no problem to continue after you replaced the sensor. However, in case you use the Power-on security (Preboot Authentication), you may need to use the [Manage Fingerprints] wizard to update the related data.
    Enrollment to the device:
    If the fingerprint has been enrolled to the device, a new passport will be required. Follow the procedure in the section Starting Over.
Protector Suite reinstallation.
  • Uninstall Protector Suite before reinstalling it. After uninstallation, reinstall Protector Suite (refer toInstallation).
  • During Protector Suite uninstallation, you can select whether to delete the Protector Suite Data - including passports.
  • To use password data or “Password Bank” data after reinstalling Protector Suite, select [Leave Protector Suite *.* data for later use]. After the new installation, you will be able to use your data again.
  • If you select [Remove all Protector Suite *.* data], you need to enroll fingerprint data again after reinstalling Protector Suite.
    In case of changing the Enrollment mode, reinstalling Protector Suite is necessary.
Lost [File Safe] backup password.
  • It is necessary to change the backup password for [File Safe], refer to the Protector Suite Help menu.
    • Click Start (Start) - [All Programs] - [Protector Suite] - [Control Center] - [Help] - [Help].
Accessing [File Safe] after Protector Suite uninstallation.
  • [File Safe] data can be accessed only using Protector Suite. If you accidentally uninstalled Protector Suite, you have to reinstall it. If passport data was not removed during uninstallation, everything will work automatically including [File Safe]. If the passport data was removed during uninstallation the [File Safe] will recognize that the installation was changed and will offer to use the backup password, instead.
Accessing [File Safe] after computer crash.
  • If you have an exported passport, import it now so you can access [File Safe] directly using fingerprints. Otherwise you can access [File Safe] using the [File Safe] backup password: [File Safe] will recognize that the installation was changed and will offer to use the backup password, instead.
Removing data from the reader.
  • When enrollment to the device is used, passport data is stored to the device. To remove it, go to the [Delete user data] passport wizard and delete existing passports.
“Lift Finger” is displayed during operation.
  • You can temporarily disable the fingerprint sensor with the following procedure.
    1. Click on the notification: right-click the “Fingerprint software” icon .
    2. Select [Don’t Use Sensor].
  • The icon turns gray.
  • To enable the fingerprint sensor, proceed as follows.
    1. Right-click the “Fingerprint software” icon .
    2. Select [Use Sensor].

User Switching

Some applications do not work properly.
  • When switching to a different user without logging off, some applications do not work properly. In this case, log off the other users.

Others

Windows startup and operation is slow.
  • Press «F9» in the Setup Utility to return the Setup Utility settings (excluding the passwords) to the default values. start the Setup Utility and make the settings again. (Note that the processing speed depends on the application software, so this procedure may not make Windows faster.)
  • If you installed resident software after purchase, turn off the residence.
  • Some moving files become slow if Aero turns off. Disable the popup menu and Input Panel Tab.
    1. Open the Input Panel, and click [Tools] - [Options] - [Opening].
    2. Remove the check mark of [Use the Input Panel tab] and click [OK].
  • Using Quick Boot Manager, reduce the wait time between the time you turn on the computer and the time Windows launches.
  • Set [Boot Mode] to [Fast] in the [Boot] menu of the Setup Utility. (You can also use Quick Boot Manager to set.)
No response.
  • Press Security button and click [Start Task Manager] to open Task Manager and close the software application.
  • An input screen (e.g., password input screen at startup) may be hidden behind another window. Use «Alt» + «Tab» to check.
  • Shut down by pressing and holding the power switch for 4 seconds or longer, and turn on the computer and open the application again. If Windows runs correctly, but the application software does not start, perform the procedure below.
    Click Start (Start) - [Control Panel] - [Uninstall a program] and remove the failing application software, then reinstall the application software.
Cannot operate the Windows Error Recovery screen and the Setup Utility without the external keyboard.
  • Connect the external keyboard to the computer, then operate by using the external keyboard.
  • If the external keyboard is not available, as an emergency countermeasure, you can use the buttons that function as keys on the keyboard, as shown below.
    • Application Buttons Keyboard
    A1 ↑
    A2 ↓
    A3 «Enter»
    A4 →
    A5 «Esc»
    Security «F2»*1
    *1 : Can be changed using [SAS Button] in the [Main] menu of the Setup Utility.

Checking the Computer’s Usage Status

You can check the computer’s usage status in the PC Information Viewer. You may need this information when calling Panasonic Technical Support for advice.
NOTE
- This computer periodically records the management information of the hard disk etc. The maximum data volume for each record is 1024 bytes. The information is only used for estimating the cause when the hard disk goes down by any possibility. They are never sent to outside via network nor used for any other purpose except for the purpose described the above.
To disable the function, add the check mark for [Disable the automatic save function for management information history] in [Hard Disk Status] of PC Information Viewer, and click [OK].
  • A standard user needs to enter an administrator password.
- As long as it is activated, the PC Information Viewer will appear in front of all other screens.
- If you have not logged on with the administrator authority, some of Information will be displayed as [Not Found].
- Depending on your network environment, it may take sometime to start the PC Information Viewer.
  1. Click Start (Start) - [All Programs] - [Panasonic] - [PC Information Viewer] - [PC Information Viewer].
  2. Select the item to display the detailed information.

To save the information as a text file

  1. Display the information you want to save.
  2. Click [Save].
  3. Select the file save range option and click [OK].
  4. Select the folder to save the information, input the file name, and click [Save].
  • If you do not add the check mark for [Disable the automatic save function for management information history], the records already recorded are also saved.

To save a copy of the screen as an image file

  1. Display the screen you want to save.
  2. Press «Ctrl» + «Alt» + «F7».
  3. When the screen copy message appears, click [OK].
    The screen image is saved in [Documents] folder.
    • Alternatively you can save a copy of the screen in the following procedure.
      Click Start (Start) - [All Programs] - [Panasonic] - [PC Information Viewer] - [Screen Copy].
NOTE
- The image is a bitmap file in 256 colors.
- When using the extended desktop  (refer toExternal Display), a copy of the primary device screen is saved.
- The default key combination to copy is «Ctrl» + «Alt» + «F7». You can change it in the following procedure.
  1. Log on to Windows as an administrator.
  2. Click Start (Start) - [All Programs] - [Panasonic] - [PC Information Viewer].
  3. Right-click [Screen Copy] and click [Properties] - [Shortcut].
  4. Move the cursor to [Shortcut key] and press the key(s) you want to use for the shortcut.
  5. Click [OK].