Customer Service Support Form

Answers to some common support questions/issues can be located in our Customer Service Center. If you would like to check for a quick solution to your issue before submitting your ticket, please select an option from the menu below that best describes your issue.

Due to the complexity of Installation Errors, please contact Customer Support for assistance. The Support Form is available below for your convenience. Please include the following information about the installation issue:

• Was this a new install or an upgrade?
• Which Antivirus package do you use?
• Did you disable your antivirus as instructed by the installation wizard?

This error will occur when the End User License Agreement is not installed properly. To correct this issue, please refer to the following article:
MISSING END USER LICENSE AGREEMENT (EULA.TXT) ERROR

In a case in which the user is unable to remove fingerprints via the Enrollment Wizard, it may be necessary to perform a manual removal of fingerprints. Please refer to the following article for this process:
MANUAL REMOVAL OF FINGERPRINTS

If you are running into errors while enrolling your fingerprints, it is recommended that you completely clear out fingerprints for both Windows Login and Preboot Authentication using the steps on the following article:
MANUAL REMOVAL OF FINGERPRINTS

After wiping all fingerprints enrolled, please try enrolling again. If you continue experience errors, please contact Customer Support:

Due to the complexity of Uninstall Errors, please contact Customer Support for assistance. The Support Form is available below for your convenience. Please include the following information about the installation issue:

• Reason for the removal of the package?
• Error message that was received?

Individual components of EMBASSY Trust Suite can be uninstalled using Add/Remove Programs. The options are different depending on the version that you have installed. You should have one of the two options listed below:

• Modify: Select new program features to add or select currently installed features to remove
• Individually configure my application for repair or removal

By selecting the applicable option above, you will be provided with the option to select individual components to uninstall. Please note : EMBASSY Security Center cannot be uninstalled without removing the entire EMBASSY Trust Suite
Note: EMBASSY Security Center cannot be uninstalled without removing the entire EMBASSY Trust Suite

If you are unable to log into your computer due to Preboot Authentication, please refer to the following article:
BIOMETRIC AUTHENTICATION FAILS AT PREBOOT

If you are unable to access your Trusted Drive, please contact us for assistance (800-928-3638) or if outside the US (1-413-243-7090). Our Support Request Form is also available below for your convenience.

If you are unable to log into your computer due to Secure Windows Login, please refer to the following article:
CHANGING THE WAVE GINA BACK TO THE MICROSOFT GINA

If your drive is not being recognized by Windows, please refer to the following articles to ensure it is configured properly:
SUPPORT FOR VISTA & SEAGATE TRUSTED DRIVES

SUPPORTED SATA CONFIGURATION FOR TRUSTED DRIVES

If EMBASSY Security Center does not recognize your Trusted Platform Module (TPM) as On and Activated, please refer to the following KB article for troubleshooting steps:
TPM NOT RECOGNIZED IN EMBASSY SECURITY CENTER

If you continue to have trouble after performing the steps in the article, please contact Wave Customer Support and we will continue troubleshooting your issue.

Please note that 64-bit EMBASSY Trust Suite does not contain the following:

• Document Manager
• Private Information Manager

TvTonic is no longer a supported product. For those wishing to remove the product from their system, the following article can be used in the event that the uninstaller will not successfully run:
MANUAL UNINSTALLATION OF TVTONIC

I am sorry we were unable to provide a solution for your issue. Please contact Customer Support using the Support Request Form link below.

If you were unable to find a solution to your problem from within our Knowledgebase, please fill out our Support Request Form. The form will provide your contact information and the details of your technical issue. We appreciate the opportunity to assist you, and will be in contact as soon as possible.