SanDisk Computer Drive Cruzer Enterprise User Guide
Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
Document No.TSG-CRE-0507-10  
May 2007  
SanDisk Corporation  
Corporate Headquarters • 601 McCarthy Blvd. • Milpitas, CA 95035  
Phone (408) 801-1000 • Fax (408) 801-8657  
www.sandisk.com  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
1. Starting the Cruzer Enterprise  
Q:  
WHY DIDN’T MY CRUZER ENTERPRISE DRIVE START WHEN I INSERTED IT?  
A:  
Is this the first time you have used your Cruzer Enterprise  
drive with this specific computer?  
Microsoft Windows new hardware setup occasionally does not start  
the autorun code on a removable drive. If this happens, the Cruzer  
Enterprise launcher partition of your Cruzer Enterprise drive can  
be seen in Windows but the password prompt is not displayed, and  
the Cruzer Enterprise partition is not available.  
To solve this, restart the computer and reinsert your Cruzer  
Enterprise drive or manually launch the Cruzer Enterprise drive  
software. The Cruzer Enterprise drive software launcher is located  
on the Cruzer Enterprise Launcher drive, and is called Enterprise  
_Launcher.exe.  
Have you used your Cruzer Enterprise drive on this specific  
computer before?  
If you have used your Cruzer Enterprise drive on this computer,  
but have since added new network drive mapping, Windows may  
not allow access to your Cruzer Enterprise drive. Windows stores  
the last drive mapping data for removable drives, but also allows  
adding a network drive mapped to the same drive letter while the  
removable drive is inserted into the computer. When this happens,  
Windows allocates the same drive letter for both the removable  
drive and the network drive when your Cruzer Enterprise drive is  
inserted.  
This can be confirmed using the Computer Management tool,  
located in Control Panel>Administrative Tools. Select Computer  
Management>Disk Management to display the local disks and their  
drive letter mapping data. If you can see the Cruzer Enterprise  
Launcher and Cruzer Enterprise drive disk partitions, but the  
Cruzer Enterprise Launcher has the same drive letter as a network  
drive, then this is the problem. To resolve this, change either the  
network or the Cruzer Enterprise Launcher drive letter.  
To change the network drive letter, disconnect the mapped  
network drive and map it to an available drive letter that is not  
being used by your Cruzer Enterprise drive.  
To change the Cruzer Enterprise drive Launcher drive letter,  
right-click the Cruzer Enterprise drive Launcher drive in either the  
top or bottom right pane of the Computer Management tool. Select  
the “Change Drive Letter and Paths…” option. In the window that  
is displayed showing the drive letter for the Cruzer Enterprise drive  
Launcher, click Change. Another window is displayed where you  
can set the removable drive letter to any letter, even one that is  
already mapped to a network drive. Map the Cruzer Enterprise  
drive Launcher to an unused drive letter. After the drive letter has  
been changed, remove and reinsert your Cruzer Enterprise drive.  
© 2007 SanDisk® Corporation  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
Q:  
I INSERTED MY CRUZER ENTERPRISE DRIVE INTO MY CORPORATE MACHINE  
AND NOTHING HAPPENED. IS THERE A SECURITY POLICY THAT PROHIBITS  
THE CHANGE OF REGISTRY KEYS?  
A:  
When the Cruzer Enterprise does not launch because of a security  
policy that prohibits registry changes, registry keys should be  
modified to full control. For more information about modifying  
registry keys, see the Cruzer Enterprise Registry Key Reference  
Guide.  
Q:  
I GOT THE MESSAGE “CAN’T LOCATE CONFIGURATION DATA” WHEN I  
INSERTED MY CRUZER ENTERPRISE DRIVE. WHAT SHOULD I DO?  
A:  
When working with an account that does not have Administrator  
privileges, occasionally your Cruzer Enterprise will not respond  
quickly enough to requests for the configuration data. This can be  
resolved by removing and reinserting your Cruzer Enterprise drive.  
Q:  
WHY DO I GET A WINDOWS ERROR MESSAGE WHEN I INSERTED MY CRUZER  
ENTERPRISE DRIVE?  
A:  
This may occur when you insert your Cruzer Enterprise drive in a  
computer running Windows 2000 SP3 or earlier and logged into a  
Guest account. Cruzer Enterprise drive is not supported on  
Windows 2000 SP3 or earlier.  
© 2007 SanDisk® Corporation  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
2. Passwords  
Q:  
WHAT ARE ‘SPECIAL’ CHARACTERS?  
A:  
A special character is any character that is not a letter or digit, for  
example, ‘@’ or ‘#’. These characters may be used in passwords to  
make them more complex and help prevent password hacking.  
Q:  
WHEN I TRIED TO TYPE A NEW PASSWORD, I GOT AN INVALID PASSWORD  
MESSAGE. WHAT DOES THIS MEAN?  
A:  
Cruzer Enterprise uses a complex password algorithm. Passwords  
must be a minimum of 4 characters and must contain at least  
three of the four character types – uppercase letters, lowercase  
letters, numbers, and special characters. Examples of valid  
passwords are ABC123def, ABC@#123, def^&*111, and  
123()QQQ.  
Q:  
I TYPED A PASSWORD HINT AND GOT A MESSAGE THAT THE PASSWORD HINT  
IS TOO SIMILAR TO MY PASSWORD. WHY?  
A:  
The password hint is verified that it is not similar to the password  
you have entered. There are two types of password matching  
algorithms – Exact and Similar. The Exact algorithm checks that  
the exact text of the password does not appear in the password  
hint. The similar algorithm checks that at least 40% of the  
password cannot appear in the password. In both algorithms,  
reverse passwords are not permitted. By default, Cruzer Enterprise  
uses the Exact password matching algorithm but can be modified  
using the Cruzer Enterprise Updater procedure.  
© 2007 SanDisk® Corporation  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
3. Internationalization  
Q:  
WHY DOES SOME OF THE TEXT STILL APPEAR IN ENGLISH AFTER I CHANGED  
MY LANGUAGE SETTINGS?  
A:  
Some of the Cruzer Enterprise drive strings have not yet been  
translated. For completeness, these strings will continue to be  
displayed in English until correct translations are available.  
Q:  
I PLUGGED IN MY CRUZER ENTERPRISE DRIVE AND I GOT A MESSAGE IN  
ENGLISH, BUT MY SELECTED LANGUAGE FOR CRUZER ENTERPRISE DRIVE IS  
NOT ENGLISH. WHY DID THIS HAPPEN?  
A:  
If you are using your Cruzer Enterprise drive with an account that  
does not have administrative privileges, you may receive the  
message “Your Cruzer Enterprise drive could not start.” This  
message is always displayed in English, because it is generated  
before the Cruzer Enterprise drive software can read the language  
selection settings on your Cruzer Enterprise drive.  
© 2007 SanDisk® Corporation  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
4. Cruzer Enterprise Shutdown  
Q:  
WHY CAN I STILL SEE THE CRUZER ENTERPRISE DRIVE IN WINDOWS  
EXPLORER WHEN I GET A MESSAGE THAT MY CRUZER ENTERPRISE DRIVE  
HAS SUCCESSFULLY SHUT DOWN?  
A:  
Cruzer Enterprise was able to shut down but Windows did not eject  
the drives. Click the Windows Safely Remove Hardware taskbar  
icon to eject your Cruzer Enterprise drive.  
Q:  
WHY DOES IT SOMETIIMES TAKE A LONG TIME TO SHUT DOWN THE CRUZER  
ENTERPRISE DRIVE ON COMPUTERS RUNNING WINDOWS 2000? IS THIS  
NORMAL?  
A:  
Occasionally you may find that shutting down your Cruzer  
Enterprise drive when used with a computer running Windows  
2000 takes 30 to 40 seconds. This is normal and should not be  
cause for concern.  
4.1 Guest Accounts  
Q:  
WHY CAN I NOT SIGN ON WITH A GUEST ACCOUNT ON A COMPUTER RUNNING  
WINDOWS 2000?  
A:  
If you insert your Cruzer Enterprise drive for the first time on a  
computer running Windows 2000 using an account with Guest  
privileges, a Windows message is generated that states “You do  
not have sufficient privileges to install devices on this computer.”  
The only workaround for this Windows limitation is to log in with  
an account that has greater privileges.  
After your Cruzer Enterprise drive has been installed on a  
computer running Windows 2000, it can be used with a Guest  
account.  
Q:  
WHAT HAPPENS WHEN I USE A CRUZER ENTERPRISE DRIVE FOR THE FIRST  
TIME WITH A WINDOWS XP GUEST ACCOUNT?  
A:  
When your first use of Cruzer Enterprise is with a Guest account  
on a computer running Windows XP, your Cruzer Enterprise drive  
will shut down after the initialization wizard completes its process.  
You will be able to select a language, enter your password, hint,  
and contact information. All the information entered will be stored  
and you will not need to re-enter it.  
This only occurs the first time you use your Cruzer Enterprise  
drive. When you remove your Cruzer Enterprise drive and reinsert  
it, you are prompted for your password and the Cruzer Enterprise  
functions normally.  
© 2007 SanDisk® Corporation  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
Q:  
WHY DIDN’T CRUZER ENTERPRISE STORE MY SETTING CHANGES WHEN I  
MODIFIED THEM USING A GUEST ACCOUNT?  
A:  
Cruzer Enterprise does not permit changing device settings using a  
Guest account. Log out of the Guest account and log in with an  
account with higher privileges before changing the Cruzer  
Enterprise drive settings.  
4.2 Help and Support  
Q:  
CAN I USE CRUZER ENTERPRISE ON A COMPUTER RUNNING WINDOWS 2000  
SP3 OR EARLIER?  
A:  
Cruzer Enterprise does not support Windows 2000 SP3 or earlier.  
The Cruzer Enterprise drive supports Windows 2000 SP4, Windows  
XP Professional and Home Edition, and Windows Vista.  
Q:  
I AM EXPERIENCING PROBLEMS WITH MY CRUZER ENTERPRISE THAT IS NOT  
INCLUDED IN THIS TROUBLESHOOTING GUIDE. IS THERE CUSTOMER  
SUPPORT FOR THE CRUZER ENTERPRISE?  
A:  
You can receive customer support by clicking or typing the  
following link on your Internet Web browser.  
www.sandisk.com/cesupport  
© 2007 SanDisk® Corporation  
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Cruzer Enterprise  
Troubleshooting FAQ  
Revision 1.0  
SanDisk® Corporation general policy does not recommend the use of its products in life  
support applications where in a failure or malfunction of the product may directly threaten  
life or injury. Per SanDisk Terms and Conditions of Sale, the user of SanDisk products in life  
support applications assumes all risk of such use and indemnifies SanDisk against all  
damages. See “Disclaimer of Liability.”  
This document is for information use only and is subject to change without prior notice.  
SanDisk Corporation assumes no responsibility for any errors that may appear in this  
document, nor for incidental or consequential damages resulting from the furnishing,  
performance or use of this material. No part of this document may be reproduced,  
transmitted, transcribed, stored in a retrievable manner or translated into any language or  
computer language, in any form or by any means, electronic, mechanical, magnetic,  
optical, chemical, manual or otherwise, without the prior written consent of an officer of  
SanDisk Corporation.  
All parts of the SanDisk documentation are protected by copyright law and all rights are  
reserved.  
SanDisk and the SanDisk logo are registered trademarks of SanDisk Corporation.  
CompactFlash is a U.S. registered trademark of SanDisk Corporation.  
Product names mentioned herein are for identification purposes only and may be  
trademarks and/or registered trademarks of their respective companies.  
© 2007 SanDisk Corporation. All rights reserved.  
SanDisk products are covered or licensed under one or more of the following U.S. Patent  
Nos. 5,070,032; 5,095,344; 5,168,465; 5,172,338; 5,198,380; 5,200,959; 5,268,318;  
5,268,870; 5,272,669; 5,418,752; 5,602,987. Other U.S. and foreign patents awarded and  
pending.  
Lit. No. Revision 1.0 Rev. 1.0 05/07 Printed in U.S.A.  
Revision History  
May 2007  
Revision 1.0—initial release  
© 2007 SanDisk® Corporation  
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