So the HP technician was on the right track there was just no way of knowing that we needed to upgrade our appliance as well. With both of these being done at the same time, it seems to be working 99.9% better. He turned all of the USB ports so they would stay on constantly. After contacting Imprivata once more they remoted to the machine and did the same thing the HP Technician did 3 weeks ago.
So I upgraded the Appliance software like he suggested and it still returned the same issue.
I think we have got a hold on the situation for now. After great guidence and trouble shooting from HP we narrowed down the problem to a possible USB problem where the USB port was shutting the reader off before the software could pick it up. With that being said we decided to try and contact Imprivata (the software company for the biometric readers) they finally responded to me this time. I was told by Imprivata that they were having similer problems before and that there was an upgrade that could be applied to our Appliance that might possibly fix the FP reader issue. Just wanted to update on our situation.After battling with this problem for over a month now. Can anyone think of an alternative to this that might possibly be the cause or the cure? I really don't understand why It is working in the USB 3.0 and not in the 2.0. The one thing I did try and it is a long shot, is I used the USB 3.0 port this last time and it seem to be responding well to that, It has worked but I am still unsure about deploying them like that. I have the current drivers installed for the reader, the current version of Imprivata, and Windows is up to date. I have tried numerous different settings for the reader with no luck. Its like it is forgetting the drivers, however if you login without the reader and check the device manager, the drivers are installed and it says the device is working properly. The reader is not available unless you unplug the USB and plug it back in. The machine recognizes that the readers are there, but when a user logs off or shuts down the next time the machine goes to the login screen. They have ran flawlessly across XP, Vista, and WIn7 until this point. We have always ran the combination of Imprivata software and Upek eikonTouch figerprint readers. So, I have been troubleshooting this problem for over a week my company recently purchased new machines, which happen to be HP Touchsmart PC's.
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