Error - "The connection with the MSO failed. Please check the device is correctly plugged in”

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Article ID: 179861

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Updated On:

Products

Symantec Products

Issue/Introduction

 

Resolution

Question

How to troubleshoot "The connection with the MSO failed. Please check the device is correctly plugged in” error message?

Answer

  • Verify the physical connection and check if Biometric device is accessible outside SWC
  • Verify if MSXML 4.0 parser is installed
  • Remove the MSO 200/300/1300 from authenticator list and add the MSO300 in the authenticator list for this particular machine.
  • Install the biometric device driver from the server install folder.