Frequently Asked Questions

Secure Boot Stick (SBS)

Our FAQ for SBS end users

Do you have questions about setting up or using your Secure Boot Stick (SBS)?
In our FAQ section, you’ll find easy-to-follow, step-by-step instructions to help you solve common issues quickly and independently.

Simply choose a category to find the information you need.

FAQ – Secure Boot Stick

Boot issues

Description

The Secure Boot Stick boots until the PIN or password is entered, after which the screen is black.

Possible causes

A graphics card driver is missing, is not recognized or is causing display problems. The Secure Boot Stick contains several drivers for graphics cards. The driver for your graphics card is normally detected automatically during booting. In some cases, the selection of the graphics card driver must be changed manually in the ECOS boot menu.

What you can do

1. Check the graphics driver settings in the boot menu of the Secure Boot Stick.
2. Change the boot splash from "Graphic boot splash" to "Text mode boosplash" in the boot settings of the Secure Boot Stick.

The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

A hardware test of your Secure Boot Stick
The manufacturer and model of your graphics card

cat10,cat11
Description

The Secure Boot Stick is correctly connected to the USB port, but does not boot. The computer boots up normally.

Possible causes

The boot sequence of your computer is not set to "USB", therefore your computer initializes and boots your internal hard disk first.


What you can do
  1. Change the boot order to "USB" in the BIOS/UEFI menu of your computer.
  2. On some devices, especially Fujitsu Lifebook models, the recognition of the stick on the USB-C port sometimes does not work correctly.
    In this case, first test whether the stick boots correctly on the USB-A port of the computer. If this does not work either, we recommend using a USB-C to USB-A adapter. These adapters contain a chip that signals to the computer when booting that a power supply is connected to the port and that bootable devices must be inserted.
The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

Manufacturer and model of your computer or mainboard.

 

cat10,cat11
Description

The Secure Boot Stick boots up to the boot menu and then aborts the boot process.

Please contact us!

Contact us so that we can determine the cause of the problem and rectify it.

In order to help you quickly and effectively, we need the following additional information:

The manufacturer and model of your computer or mainboard
Take a photo (e.g. with your cell phone) of the points on the screen during the boot process and send us the pictures

cat10,cat11
Description

The following message appears when booting the Secure Boot Stick:

............................

A manipulation of the Secure Boot Stick has been detected
The boot process is aborted

Please press a key to exit
Possible causes

The Secure Boot Stick has detected a security problem during booting and needs to be replaced.

What you can do

Please contact the IT administration or user support of your company/organization directly to have your Secure Boot Stick replaced.

cat10,cat11
Description

When booting the Secure Boot Stick, a kernel panic is reported as in the following example:

Kernel panic - not syncing: Attempted to kill init!
Possible causes

The kernel of the Secure Boot Stick has detected a configuration that is not intact when booting.

A kernel panic is a security measure that the kernel of the operating system takes when a serious internal error is detected, e.g. because it is unable to restore the system safely or because it cannot keep the system running without risking a major loss of data.

What you can do

Please contact the IT administration or user support of your company/organization directly to have your Secure Boot Stick re-rolled or replaced.

cat48,cat10,cat11
No match found!

PIN and access

What you can do

You need a PUK to unlock your Secure Boot Stick. Please contact the IT administration or user support of your company/organization.

cat10,cat29
No match found!

SBS Activation

Possible causes
  1. Activation code or password have not been entered correctly
  2. There is no network connection
What you can do
  1. Re-enter the activation code and password, paying particular attention to capitalization
  2. Check whether there is a network connection
The problem persists?

Please take a photo of the error message and contact the IT administration or user support department of your company/organization.

cat48,cat10,cat30
No match found!

VPN connection

Description

The VPN connection is first established, then the following error message appears:

Error
VPN connection could not be established (256)
Possible causes

This is a general error message for connection problems.

What you can do

1. Try to establish the VPN connection with another WLAN or via LAN

2. Adjust the MTU in the network manager of the Secure Boot Stick step by step until the VPN connection is working properly.

3. Try to establish the VPN connection with a different profile (not a hotspot browser profile) if one is available

The problem persists?

If the above measures do not solve the problem, please contact the IT administration or user support of your company/organization.

cat10,cat31
Description

The VPN connection is established, then the following error message appears:

Error
An error has occurred:

Connection failed (131)
Possible causes

This error message appears if no connection to the server can be established, e.g. because you have no LAN or WLAN connection or because the target system has no Internet connection.

What you can do
  1. Make sure that your LAN cable is connected to your computer
  2. Make sure that your WLAN connection is working
  3. If a remote computer in the office is your target system, arrange for it to be switched on locally
The problem persists?

If the measures recommended above do not solve the problem, please contact the IT administration of your company/organization.

cat10,cat31
Description

The VPN connection is established, but the progress bar stops at approx. 70-80%. After that nothing happens, there is no error message.

Possible causes

The Maximum Transmission Unit (MTU) is too large. The MTU (literally: the maximum transmission unit) defines the maximum size of a data packet so that it can be transmitted as a unit via a network. If the MTU is too large, transmission errors can occur if the packet hits a router that cannot handle this packet size. Figuratively speaking, this is like trying to push a packet through a small letter slot.

What you can do

In the network manager of the Secure Boot Stick, adjust the MTU step by step until the VPN connection is working properly.

The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

The name of your Internet provider and the type of your connection (e.g. DSL-Lite)

cat10,cat31
No match found!

Network & Wi-Fi

Description

I cannot connect to my WLAN.

Possible causes
  1. The WLAN or the WLAN password has not been selected/entered correctly.
  2. The WLAN is currently not available.
  3. There is a driver problem.
What you can do
  1. Check whether you have selected the correct WLAN.
  2. Check whether you have entered the correct WLAN password.
  3. Try a different WLAN (e.g. hotspot) or connect your computer to a LAN cable.
The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

A hardware test of your Secure Boot Stick

cat10,cat32
Description

The network is activated, WLAN connections are available for selection, but the name of my own WLAN network does not appear in the connection selection.

Possible causes
  1. The number of available wireless networks in your area is too large, so they do not fit into the connection selection list of the Secure Boot Stick.
  2. When setting up your router, the visibility of the wireless network was deactivated, which is why it is hidden from the Secure Boot Stick's automatic connection search.
What you can do
  1. In the connection selection list of the network manager, click on Show more networks to extend the list.
  2. Set up your hidden WLAN manually in the network manager of the Secure Boot Stick.
cat10,cat32
Description

No selection of LAN, WLAN or mobile connections is displayed. The network manager of the Secure Boot Stick displays the message "Network disabled" when hovering over the network icon with the mouse.

Possible causes

The network is deactivated on the Secure Boot Stick, so no LAN, WLAN or mobile connections are displayed for you to select.

What you can do

Activate the network in the network manager of the Secure Boot Stick.

The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

A hardware test of your Secure Boot Stick

cat10,cat32
No match found!

Input & display

Description

I can't hear any sound through my headset/speakers and/or others can't hear me through my headset.

Possible causes
  1. The forwarding of the server's audio output to the client is not activated, so the client, i.e. your computer, cannot play any sound.
  2. Your audio input device is connected via a USB dongle. This option is currently not supported.
  3. A driver is missing.
What you can do
  1. Please contact the IT administration or user support of your company/organization so they can check the forwarding of the audio output.
  2. Connect your audio input device directly via USB.
The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

A hardware test of the Secure Boot Stick

cat10,cat33
Description

My mouse/touchpad is connected correctly, but the device is not detected/does not work.

Possible causes

The device is connected via Bluetooth. The Secure Boot Stick does not currently support Bluetooth input devices.

What you can do
  1. Connect your mouse via a Bluetooth USB adapter (dongle).
  2. Use a mouse with a USB connection.
The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

A hardware test of the Secure Boot Stick

cat10,cat33
Description

Wn my monitor, windows and menus are distorted, too small or too large, fonts are blurred and out of focus.

Possible causes
  1. The resolution of the screen you are using is set too high or too low on the Secure Boot Stick
  2. You may be using too many screens with too high a resolution
What you can do
  1. Adjust the resolution of your screen in the screen in the Secure Boot Stick start menu settings.
  2. Enlarge/reduce the display on your screen in the Secure Boot Stick start menu settings by scaling the display.
The problem persists? Please contact us!

In order to help you quickly and effectively, we need the following additional information:

A hardware test of the Secure Boot Stick

cat10,cat33
No match found!