User unexpectedly gets an Insert Smart Card prompt when logging on to Windows 10

Technical Articles ID: KB88764
Last Modified: 5/5/2020

Environment

McAfee Drive Encryption (DE) 7.2.0

Microsoft Windows 10

Problem

When a user presses the spacebar at the Windows logon prompt, the user is normally presented with the option to enter a password. But, on some occasions, the user sees two choices with no ability to enter a password:

Smart card
McAfee icon

This issue is observed on systems sharing multiple users.

Solution

This issue is only partially resolved with DE 7.2.1. With this release, an issue is still seen when a user logs out, but then tries to log back into Windows. If the user simply locks the computer, it unlocks as expected.

Issue resolutions in updates and major releases are cumulative; Technical Support recommends that you install the latest version. To find the most recent release for your product, go to the Product Downloads site.

Our product software, upgrades, maintenance releases, and documentation are available on the Product Downloads site.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download Enterprise product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

Affected Products

Drive Encryption 7.2
Known Issue/Product Defect

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User unexpectedly gets an Insert Smart Card prompt when logging on to Windows 10

Environment

Problem

Solution

Affected Products

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Knowledge Center

User unexpectedly gets an Insert Smart Card prompt when logging on to Windows 10

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Problem

Solution

Affected Products

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