When a token user authenticates at the Windows Welcome screen with their Common Access Card (CAC) or Personal Identity Verification (PIV) smart card, the token user does not register to Symantec Drive Encryption (SDE).
This issue can happen if you are using the ActivClient 6.2 Cryptographic Service Provider (CSP) middleware. After the token user signs in at the Windows Welcome screen, ActivClient returns a bad value to the Microsoft Cryptographic Application Programming Interface (CAPI). As a result, token registration fails with Symantec Drive Encryption.
You will need to update to ActivClient 7.0, or newer, to resolve this issue.
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