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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06268368

Version: 1

HP ProBook 430 G5 Notebook PCs - Password Authentication Fails When Using Certain Characters With HP Client Security Manager

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 19-Mar-2019

Last updated : 19-Mar-2019

DESCRIPTION
Password authentication fails when using a quotation mark or yen symbol (see Figure 2) in the password. When the password is created with those specific characters, the following error is displayed:
An error occurred: Your password has not been
changed. The password that you entered would
probably not work at the Pre-boot security level. If
Pre-boot security is enabled, you should change your
password now, before you log off, or you may not be
able to log back in during Pre-boot.
To change your password to one that meets Pre-boot
requirements, select a compatible keyboard layout
and then type a new password (0x01FF0003)
When this issue occurs, the user may not be able to sign in with Pre-boot authentication. This occurs on a Japanese image when using a Japanese keyboard.
Figure 1. HP Client Security password error.
The HP Client Security password error
Figure 2. Quotation and yen keys.
The Quotation and the Yen keys on the keyboard

SCOPE
The information in this document applies to the following:
Software/Applications:
  • HP Client Security Manager, version 9.3.9.2559, A, 1
Computers:
  • HP ProBook 430 G5 Notebook PC series
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
RESOLUTION
To resolve this issue, download and install the following SoftPaq to update HP Client Security Manager:
SoftPaq Description
Release Notes
Download SoftPaq
HP Client Security Manager
Version: 9.3.20.2747
Revision: A
NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers

Hardware platforms affected : HP ProBook 430 G5 Base Model Notebook PC, HP ProBook 430 G5 Notebook PC, HP ProBook 430 G5 Notebook PC Bundle

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06268368

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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