Please click on the button that best describes the difficulty you are having.
I cannot get smartSTIK to accept my finger swipe
Depending on where your USB port is located, it can be difficult to orientate your finger correctly for a successful finger swipe. We recommend you use the USB cable provided with your smarSTIK, which will enable you to place smartSTIK on the desktop, regardless of where your USB port is located and allow a consistent finger swipe position.
To get a successful finger swipe, you must lay your finger flat on the sensor strip and ensuring your finger makes contact with the sensor strip, swipe the top your finger in a steady motion.
In addition, if your fingers are very cold, smartSTIK MAY NOT recognize your finger. This issue can be resolved by rubbing your hands together briskly to warm up your fingers. Once your fingers are warm, swipe again and provided you are swiping correctly, smartSTIK should work fine
smartSTIK is connected to a computer and it does not work
If your smartSTIK does not appear to work when you connect it to the USB port on the Host PC, we recommend you try to use a different USB port. Often the problem is caused by a faulty UCB port and not the smartSTIK device itself.
If you still do not see the Master Lock smartTOUCH™ Menu window after several
minutes, it could be that the Host PC is not set to “Auto Run”. To start your smartSTIK go to Start> My Computer, and then double-click on the bioSYSTEM Drive. This will initiate your smartSTIK and you will see the Master Lock smartTOUCH Menu.
smartSTIK does not run — system drive fails to load on your PC
If you connected your smartSTIK to your PC and it failed to run, go to MY Computer and check if the “bioSYSTEM” drive has been loaded for your smartSTIK. If you do not see the bioSYSTEM drive, you probably are connecting your smartSTIK to a networked computer and a conflict exists because the network mapped drive has less than three open drive locations between the resident hardware drives and the network mapped drive. When the smartSTIK is plugged in, it immediately attempts to map it’s three drives starting at the first open location. smartSTIK will not run on the PC if it cannot load all of the necessary drives. You can use the Drive Uncollider tool to resolve drive conflicts between your smartSTIK and a network mapped drive.
The DriveUncollider.exe files can be downloaded from our website here. Double-click the DriveUncollider.exe file to view any possible conflicts. If there is a conflict, the tool will guide you to permanently remap the smartSTIK drive to another location.
Windows prompts to restart the computer when smartSTIK is connected
This is an automatic Windows message that may pop up depending on how your computer is configured. You DO NOT NEED to restart your computer. Please select NO if this window pops up on your screen. Your smartSTIK does not load any software onto your computer and will operate normally without restarting your computer.
My smartSTIK does not work when I connect it to a MAC
Presently smartSTIK does not support the MAC. smartSTIK will work seamlessly on Windows 2000, XP and Vista.
I closed the smartTOUCH Menu and cannot reopen it
With the smartSTIK connected to a USB port on your PC, you can reopen the smartTOUCH Menu by going to Start>My Computer>bioSYSTEM (under devices with removable storage). Double click on the bioSYSTEM drive will launch the menu.
I canceled out of the Finger Swipe screen accidentally and don’t know what to do
If smartSTIK is still connected to the computer you will see this icon in the system tray.
If you left click on this icon the screen will reappear and you can proceed to logon to your smartSTIK.
I have logged on to my smartSTIK successfully but cannot find the SECURE drive
The simplest way to access your SECURE drive is by going to Start > MyComputer and under “Devices with Removable Storage” you will see the SECURE drive.
Can’t save files onto the SECURE drive
In order to save files onto the SECURE drive on the smartSTIK, you must be logged on using either a successful finger swipe, or the 8 character pin you set up at initial installation. Once you are logged on, you can simply drag and drop any file you want to safeguard into the SECURE drive.
I cannot get smartSTIK to accept my finger swipe 
