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“Unable to start” error message appears after Factory Reset of Portable Security (TMPS) 3 due to Support Tool version inconsistency

    • Updated:
    • 27 Apr 2021
    • Product/Version:
    • Portable Security 3.0
    • Platform:
    • N/A
Summary

Users may encounter “Unable to Start” error message after Factory Reset of Portable Security 3.

error

The root cause of this issue is that the Support Tool version used to Factory Reset is not the same or lower as with the current version of the TMPS3 device. Given this fact, should there be a need to reset the Scanning Tool by Factory Reset, we suggest to Factory Reset using the Support Tool under TMPS3 SYS instead of using other Support Tool in order to keep the consistency of functionality.

Once this issue occurs, we suggest to run Factory Reset again by the Support Tool of Scanning Tool itself under TMPS3 SYS to recover the device.

Details
Public

If the original version of Portable Security version is 3.0.5030, Factory Reset can only be done successfully by using a Support Tool with version above 3.0.5030.

Support Tool

The path of Support Tool

Otherwise, the Factory Reset will be unsuccessful and may cause failure when trying to open Scanning Tool by executing Launcher.exe.

error

The error message indicates that the Factory Reset was unsuccessful

To check for the original version of the Scanning Tool, right-click on the file (Launcher.exe) under the patch TMPS3 SYS\BackupImage\Launcher\, and check the File version under Details tab.

Properties

Details tab

Premium
Internal
Partner
Rating:
Category:
Configure; Troubleshoot
Solution Id:
000285875
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