FAQs

Below is a list of common FAQ's.

If your question is not able to be found, please email sales@duo.co.nz.

Apricorn Padlock FAQs

How do I use the Aegis Padlock the first time?

You can use it in one of the following ways:
  • Enter the Admin Mode with • 123456 (default administrator password), and then you are able to change the Admin Password or create a User Password Directly
  • enter the Secure User Mode with • 123456 (default Admin Password) to use the Aegis Padlock

What can I do if I forget the User Password?

Use your Admin Password to enter Admin Mode, and then create another User Password in Admin Mode.

What can I do if I forget the Admin Password?

There is no other way to retrieve the Admin Password except a complete reset of the Aegis Padlock. After a complete reset, all data will be lost and you will need to initialize, allocate and format the Aegis Padlock manually. Then you will be able to use the default Admin Password 123456.

Why did the operating system not recognize the Aegis Padlock after I enter the User Mode and completely reset the computer?

You need to initialize, allocate and format the Aegis Padlock manually. For more information, refer to "Initializing and formatting the Hard Drive after a complete reset" in the product manual.

Can I initialize and format the Aegis Padlock with Windows user

No, this is a Windows limitation, you must use the Admin account to initialize and format the Aegis Padlock.

How do I use the Aegis Padlock without a password?

As a full disk encryption product, the Aegis Padlock can never be used without a password.

What encryption algorithm is used in this product?

Depending on your model the Aegis Padlock uses either AES 128-bit or 256-bit algorithm.

Why could I not change my User Password which has the same digits as the Admin password?

You can change it only in the Admin Mode. In the User Mode, the User Password which has the same digits is created in the Admin Mode cannot be changed or deleted.

Why could I not initialize, partition or format the Aegis Padlock?

Ensure that you have administrator privileges. You can use only the administrator account to initialize, partition or format the Aegis Padlock in the Admin Mode.

DataLocker FAQs

Can you recover a lost password?

No, this would violate the most important principal in password based data security.

What is the factory preset password?

The factory preset password is "000000"

How is my data secured and encrypted?

  • The Data Locker Pro AES is secured with our patented drive locking mechanism and then the drive is fully encrypted with a 128 bit AES / CBC mode cryptographic chipset.
  • The Data Locker Enterprise is secured with our patented drive locking mechanism and then the drive is fully encrypted with a 256 bit AES / CBC mode cryptographic chipset.
  • The Data Locker Personal Edition is not fully encrypted, but it is secured by the Data Locker patented drive locking mechanism and a proprietary file cloaking scheme.

What is the difference between ECB Mode versus CBC Mode AES encryption?

The Advanced Encryption Standard (AES), is a block cipher adopted as an encryption standard by the U.S. government for military and government use:
  • ECB (Electronic Codebook) is essentially the first generation of the AES. It is the most basic form of block cipher encryption.
  • CBC (Cipher Blocker Chaining) is an advanced form of block cipher encryption. With CBC Mode encryption, each ciphertext block is dependent on all plain-text blocks processed up to that point. This adds an extra level of complexity to the encrypted data.
The practical difference is best illustrated with this graphic:
  • Unencrypted Data
  • ECB MODE
  • Encrypted Data
  • CBC Mode
  • Encrypted Data
  • Images Courtesy Wikipedia.com

What is the "Self Destruct" Mode?

The "Self Destruct" feature (available on the Pro AES and Enterprise editions) is a defense against brute force password hack attempts. When activated, after nine unsuccessful password entries the encryption key is deleted rendering all of the data on the drive inaccessible. Once the encryption key is deleted your data can not be recovered. Powering off the unit does NOT reset the unsuccessful password attempts counter. Use this feature with caution. This feature can be disabled in the "Options" menu which is available immediately after entering your initial password.

What is the "Change Encryption Key" function used for?

The "Change Encryption Key" function is used to generate a new AES encryption key. This is useful for redeploying a Data Locker to a new user, for example if a company needs to reissue a used DataLocker to a new employee, changing the encryption key will make all previously stored data unreadable. Changing the encryption key is irreversible, and makes 100% of your data unreadable. Please use with caution.

How do I use an NTFS formatted drive on my Mac?

Mac OS does not natively support Windows NTFS file system. To use an NTFS formatted drive of any type with Mac OS, you need to install a free third party NTFS drive. Here is a link to a popular driver: http://www.tuxera.com/community/ntfs-3g-download/

Why can't I save any files to the DataLocker when using my Mac?

The DataLocker comes pre-formatted with Windows NTFS. Mac users have 2 choices: 
  1. Install the Mac OS NTFS driver. Here are the instructions - http://downloads.sourceforge.net/catacombae/NTFS-3G_2009.1.1u1-stable-catacombae.dmg?use_mirror=osdn
  2. Reformat the drive in the FAT32 format. We highly recommend option 1 due to limitations with the FAT32 file system.

I am running Vista and I can't get the firmware or master password utility to work?

You must run the firmware and Master Password update tools as an "Administrator" in Windows Vista. To do this, simply click the program with the right mouse button and then select "Run as Administrator". You must then allow the program to run.

Will the DataLocker run under Vista 64 bit?

Yes, the DataLocker does not depend on the operating system for any security processes. It will run under any operating system that supports NTFS or FAT32 file system "Mass Storage Devices".

Why can't I save files to my Data Locker while using Vista?

Microsoft Vista requires that you grant administrative permissions for the use of any external hard drive. Here is a step by step.

Why does the touch screen look so "retro"?

In order for the DataLocker to run on USB power, a low power touch screen is required.

[hiddn]™ FAQs

What operating system does [hiddn]™ support ?

[hiddn]™ is completely operating system independent and will work with any operating system.

Does [hiddn]™ effect the performance of my computer?

[hiddn]™ provides transparent and real-time encryption with no delay @ 100MB/s.(Crypto Adapter is limited by USB-standards )

Are any of the [hiddn]™ products certified?

All [hiddn]™ products use the patented certified CM. It has the following certifications:
  • Common Criteria Evaluation Assurance Level 4,
  • Augmented with AVA_VLA.3 [CC EAL 4+],
  • Federal Information Processing Standard Level 3 [FIPS 140-2 Level 3] CMMI Maturity Level 2. 

When [hiddn]™ is installed – do I need a password?

No password is needed. The [hiddn]™ products only require that the Smart-card is inserted when the computer is booted. The [hiddn]™ Crypto Adapter supports two-factor authentication with PIN. ( In addition to the NATO/NSM-version of the CM)

What additional software and updates are required for [hiddn]™ ?

No additional software or training is required. There are no annual licensing fees, no updates, and zero end-of-life disposal cost of the storage media.

Do I need software installed to use [hiddn]™?

All [hiddn]™ products are computer and OS independent and no additional drivers or software is required.

How do I keep the data already stored on my hard disk in my computer?

In order to transfer data from your existing hard disk to the [hiddn]™ unit, you need to backup your data before replacing the hard disk, and then restore the data after completing the installation of the [hiddn]™ unit.

Will the [hiddn]™ replace the existing hard disk in my computer?

[hiddn]™ Laptop is delivered complete with a hard disk, and will replace the existing hard disk in your laptop.
  • [hiddn]™ Desktop is delivered without drives, readily installable into your existing Desktop environment. Depending on version, it supports one or two disks.
  • The [hiddn]™ USB can be delivered with or without disk.
  • [hiddn]™ Crypto Adapter can be used to protect any USB-connected storage devices
  • [hiddn]™ SATA Adapter – is an easy ”Plug & Protect” product for encryption of hard drives

What kind of user interaction is required?

None, besides providing the Smart-card for access and keeping the Smart-card safe when not in use to block unauthorized access. The [hiddn]™ product runs completely transparent to both user and computer. There is no need for additional software or drivers, and [hiddn]™ introduces no performance penalties. The [hiddn]™ unit even caches I/O commands, resulting in possible higher performance than without [hiddn]™ encryption!

Can I connect the [hiddn]™ USB to any computer?

The [hiddn]™ USB unit can be connected to, and moved between, any computers with two USB-ports (or one when sufficient power is provided from your pc).

Does the [hiddn]™ product fit any laptop model?

[hiddn]™ Laptop fits most laptops with a side-mounted hard disk. Contact your computer reseller for information on hard disk mounting.

Do I need to keep the Smart-card inserted all the time when I use my [hiddn]™ Laptop?

Yes and no, both solutions are supported depending on how your Smart-Card is defined. Please see the description of our Key Management System. In addition we will launch a unique version with contactless Smart-cards.

What do I do if I lose the Smart-cards provided with my [hiddn]™ product?

If the User Smart-card is lost or becomes unusable, it is strongly advices to use the Backup Smart-card to move the data stored on the device to another storage device, and then new smart-cards should be ordered. A NEW set of User and Backup Smart-card can be ordered from HDD. This will NOT give access to any data stored prior to using these new smart-cards (all data stored with previous smart-cards will be lost). HDD can IN NO CASE reproduce either of these smart-cards, if lost or rendered unusable by customer (Please also see below.)

How can I create my own Smart-cards?

HDD offers a Key Management System(KMS). This proprietary administrative utility system is for managing life-cycle functions of [hiddn]™ Smart-cards and the accompanying [hiddn]™ products. It is designed for larger organizations, value added resellers, IT managers of business units and military units deploying [hiddn]™ technology. The KMS is delivered as a dedicated workstation.

I have an SSD-disk; can this be used with a [hiddn]™ product?

[hiddn]™ USB , [hiddn]™ Laptop, [hiddn]™ Desktop and [hiddn]™ SATA can be equipped with hard disk drive or SSD to meet your needs.

Origin Storage FAQs

Do the hot-plug drives come with caddies for installing into various Servers.

All of Origin Storage solutions come with the relevant caddies, they are a 100% matched solution to the OEM part numbers listed in the configurator.

What is the warranty of Origin Storage Solutions.

All Origin Storage Solutions are covered by a 3 year return to base warranty. Refer Origin Storage Warranty Guide

Why does my hard drive report less capacity than indicated on the drive's label?

Hard drive manufacturers market drives in terms of decimal (base 10) capacity. In decimal notation, one megabyte (MB) is equal to 1,000,000 bytes, and one Gigabyte (GB) is equal to 1,000,000,000 bytes. Programs such as FDISK, system BIOS, and Windows use the binary (base 2) numbering system. In the binary numbering system, one megabyte is equal to 1,048,576 bytes, and one gigabyte is equal to 1,073,741,824 bytes. Simply put, decimal and binary translates to the same amount of storage capacity. Let's say you wanted to measure the distance from point A to point B. The distance from A to B is one kilometer or .621 miles. It is the same distance, but it is reported differently due to the measurement.

Capacity Calculation Formula

Decimal capacity / 1,048,576 = Binary MB capacity. Example: a 40 GB hard drive is approximately 40,000,000,000 bytes (40 x 1,000,000,000). 40,000,000,000 / 1,048,576 = 38,162 megabytes.

SimplePlus Memory FAQs

Does using SimplePlus memory void my existing warranty?

No. Installing SimplePlus memory products does NOT void your server warranty; however OEMs are unlikely to replace third-party memory if it is identified to be the cause of a system failure. As customers will be responsible for any parts or labour required to repair a system where third-party memory is the cause of a failure, Duo offer reseller reimbursement of engineers time should SimplePlus memory be the cause of a system failure. Refer SimplePlus Warranty. The confidence of Duo in its superior testing and qualification procedures is reflected in the warranty which is a 'lifetime' forward replacement. Individual modules are board-level branded for easy identification. Duo will also offer additional services such as logistic stock, onsite spare hot-swap modules. Call or email your Duo representative for more information.

I have opened my packaging, can I return for credit?

YES, absolutely. Refer SimplePlus RA Returns.
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