Make sure that the smart card is listed as a recognized device in the Device Manager. Ensure that the required minidriver is installed on the system, or that the minidriver is not corrupt or outdated.
If you think that a corrupt or missing minidriver is the cause of the issue, attempts one the following fixes:
Update the minidriver
Use the Device Manager to locate the smart card and update the minidriver.
Reinstall the minidriver
Use the Device Manager to locate the smart card and uninstall the minidriver. The next time you insert the smart card, Windows should prompt you to install the minidriver again.
If you require assistance with installing or uninstalling the minidriver manually, contact your system administrator.
Note: While uninstalling the minidriver, make sure that you check the option for deleting the minidriver file from the system.
Install the latest smart card management client software
The management client software is provided by the smart card vendor for the card that you want to register with Symantec Endpoint Encryption Drive Encryption. The software usually contains updated versions of the required minidrivers.
Manually enforce the ‘inbox’ driver in the Windows Registry
This fix is intended specifically for Personal Identity Verification (PIV) smart cards.
Warning: Before attempting this fix, make sure to back up the Windows Registry.
To apply the fix, launch the Registry Editor and delete the smart card key that is located under \HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Cryptography\Calais\SmartCards.
This issue applies to smart card users who are trying to register with Symantec Endpoint Encryption Drive Encryption version 11.0.0 or later on Microsoft Windows systems.
Imported Document ID: TECH229055
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