When you call the Thales e-Security helpdesk with a question regarding the PCSM, please make sure you have answers to the following questions:

1. What model is the PCSM (RG720/RG721/RG722 – see on the side of the PCSM)?

2. Can the embedded code be loaded onto the PCSM? If so, What version is the embedded code loaded on the PCSM (See Toolkit)?

3. Can the PCSM be managed by toolkit?

4. If not, have you checked the IRQ etc settings on the card, and reinstalled toolkit?

5. Has this PCSM and its embedded code ever worked in the past?

6. Have you checked the battery/batteries? Are they still on or around 3V?

7. What is a precise description of the error?

8. Are there any error messages display on the screen? If not, could you stop and start toolkit and see if any messages appear?

9. What operating system is in use, and what version of toolkit is used?

10. If using NT, Are there any PCSM related entries in the Event Viewer?