Product Support - Defender

Filter to browse recommended product support content
(Choose different product)

Self-service tools will help you to install, configure and troubleshoot your Dell product.

480 X 270 player for the Support Link Solution pages
Our technical support staff has identified the following critical information to get you started. To get the best results make sure you read through all material prior to using your Dell Product.

Users receive, "You cannot change your password as it is being managed by Defender Desktop Login"
When a user tries to change the password of a workstation the message, “You cannot change your password as it is being managed by Defender Desktop Login” is displayed.
Does Defender support installation on Windows Server Core?
Does Defender support installation on Windows Server Core? Can the Defender Security Server (DSS) be installed on Windows Server Core?
How to delegate Administrative rights in Defender
How are administrative rights delegated in Defender?Please note: this article, and its attached document, help explain Defender permissions at an attribute level, and require an in-depth knowledge of Active Directory permissions and security.  Knowledge Article 118639, How to delegate permissions in Defender using the Delegation Wizard, provides a step-by-step on how to use the Defender Deleg...
When using the Token Deployment server is it possible to restrict users to only be allowed one token in total?
When using the Token Deployment server is it possible to restrict users to only be allowed one token in total? Is it possible to restrict a user to only have 1 (one) token assigned at any one time?
What is the process d5userlogonreport.exe responsible for?
On the Defender Web Management portal the process d5userlogonreport.exe is seen running utilizing high CPU resources. What is this process responsible for?
Defender Helpdesk option is not enable for SMS token
Defender Helpdesk option is not enable for SMS token
Defender Reports Error: "The selected report was unable to be generated."
When attempting to run a report for Audit Trail in the Defender Reports Console when Defender Reports is running on Internet Information Services (IIS) 7 and Windows 2008, you may receive the following error message:The selected report was unable to be generated.Please ensure that you have the correct permissions to access Defender Reports.See your Defender administrator for more information.Also:...
Detailed directional port information for Defender
This article provides detailed information in regards to inbound/outbound port requirements for a Defender installation.  This may be required for an advanced firewall setup and to achieve the most secure port blocking possible without effecting the Defender application.
Error when installing Management Portal: "This installer requires that IIS version 6 or 7 is installed"
Error when installing Management Portal: "This installer requires that IIS version 6 or 7 is installed"
How to bypass using the Defender GINA Extension
How can the GINA Extension / Defender Desktop Login Credential Provider be bypassed?
Below is a list of the recommended software along with any documentation that will help with the install process to bring your product to the version referenced.

DefenderCredentialProvider and QPM SecurePasswordReset compatibility
Is it possible to use Defender Desktop Login and the Password Manager Secure Password Extension (SPE) on the same Windows 7, 8, 2008 or 2012 system?
Where is the "DefenderBindingGroupPolicy.adm" template?
There is a new Defender Group Policy Template, DefenderBindingGroupPolicy.adm, that became available after the release of Defender 5.7 with a hotfix for the Administration Console (version 5.7.0.4199). Please note the latest version of the Defender console is 5.7.0.4367, available here: Defender - Download New Releases. In the Readme for the cumulative Administration Console hotfix, Knowledge Ar...
Where can the Defender Soft Tokens be downloaded?
Where can the Defender Soft Tokens be downloaded?
ISAPI Agent error: "Failed to save settings to registry (0x5)"
When saving the configuration for the ISAPI Agent, an error is received: "Failed to save settings to registry (0x5)"
Windows 2012 and R2 Support
Are there any known issues with Defender on Windows 2012 server and Windows 2012 R2 server?
Recommended System Requirements for Defender
Recommended System Requirements for Defender
The ‘Rename Token’ function will not allow for the token to be renamed.
On  the iToken 1.0.7 (4323) running on iPhone devices running iOS 7/8, after selecting ‘Rename Token’ the ‘’Enter New Token Name’ popup dialog will be displayed but the field to enter the new name is not displayed.
Which components are required for ARS (ActiveRoles Server) Integration Pack to work with Defender?
Which components are required to be installed to get ActiveRoles Server integrated with Defender?
Defender 5.7 Desktop Login Hotfix (Update 5.7.0.4367) for solution 125690
This hotfix is a complete rebuild and repackaging of the Defender Desktop Login component.Please refer to the Support Portal knowledgebase article 125690 for additional information and instructions on implementing the patch.
Defender 5.7 Administration Console Hotfix (Update_5.7.0.4330) for solution SOL115596
Defender 5.7 Administration Console Hotfix (Update_5.7.0.4330) for solution SOL115596 in ZIP format.Please refer to the SupportLink knowledgebase article SOL115596 for additional information and instructions on implementing the patch.
Technical Support has reviewed all the support information and has identified the most popular helpful tips and how to videos or articles to ensure you get the most out of your Dell Product.

Is there support for integrating Defender 5.7 with Office 365?
Version 5.7 of Defender does not currently have native support for adding two-factor authentication to Office 365
Error during Extending schema
Error during Extending schemaSchema Master DNS address: XXX.domain.localVerifySchemaPermissionschecking rights for LDAP://XXX.domain.local/CN=Schema,CN=Configuration,DC=domain,DC=localSchema permissions verifiedSchema Permissions okay.Registry unlocked, was 1About to create schema attributes.Creating defender-tokenType Attribute...Attribute does not exist, will create.Error 0x80072020An operations...
Need a report that shows specific token used when user last logged on.
Existing reports displayed the last logon time of a user and the type of token used, but do not specify the specific token used.
Error: "Unable to process request - Unknown packet type" in DSS logs
The Defender Security Server (DSS) log is filling up with entries similar to the following:Wed 26 Sep 2012 13:01:00 Unable to process request - Unknown packet type Wed 26 Sep 2012 13:01:00 . (+0000) 00 Wed 26 Sep 2012 13:01:13 Unable to process request - Unknown packet type Wed 26 Sep 2012 13:01:13 . (+0000) 00
ISAPI Agent error: "Failed to save settings to registry (0x5)"
When saving the configuration for the ISAPI Agent, an error is received: "Failed to save settings to registry (0x5)"
Remove/disable Desktop Login
Desktop Login was installed and the configuration was not completed before the system was rebooted, now no one can login.
How To Activate a Token on Android
What are the steps to activate a token on an Android Device?
TLS SMTP Authentication are not supported in 5.7
TLS SMTP Authentication are not supported in 5.7 for Email OTP.
Does Defender support MACs?
Will Defender work with MAC OS?  Are any of the Defender components compatible with MAC OS, such as Desktop Login?
Admins unable to manage tokens in sibling domain
We have users/admins in sibling domains attempting to issue/manage OTP tokens in their local domain without success.  The error being received by the Admins is "You cannot program a Defender Desktop Token as you have not been assigned the correct rights to create tokens."
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

Email OTP encounters Error "Failed to send 0x80040211"
Email OTP encounters Error "Failed to send 0x80040211"
When activating a token via the Defender Web Portal: "No token was found with that serial number. Please check and try again."
There are existing tokens, however when a user attempts to activate them via the Defender Web Portal Token Deployment System, they receive this warning: "No token was found with that serial number. Please check and try again."
Trying to Program a token, but the type is greyed out. There is a Universal License installed with the required type.
When trying to program a token, it is not possible to select the required type as this is greyed out.
Defender Server log message, "Failed to bind to IP Address"
Unable to reach the Defender Security Server (DSS).  The "Test" option from Desktop Login does not work, it states that the Defender Security Server is unavailable.In the DSS log, the message, "Failed to bind to IP Address: (Port number)" or "Failed to bind Port: (Port number)" appears.
Defender Dashboard has No Activity. Stops displaying data. Logreceiver.exe may show high CPU.
The Dashboard in your Management Portal was previously displaying Defender data and has suddenly stopped working.  Also, logreceiver.exe may show high CPU usage.
Error from the ARS Web Interface: "You cannot program a Defender Desktop Token..."
The complete error received is: "You cannot program a Defender Desktop Token as you have not been assigned the correct rights to create tokens."  This occurs when using the Defender Integration pack for ActiveRoles Server.An Active Directory (AD) group has been delegated the "Defender- Administration" access template through ActiveRoles Server (ARS), but members of the group&nb...
Defender Management portal slow to log in
Logging in to the Defender Management portal sporadically takes over a minute.  Sometimes it responds quickly, sometimes it does not. There are no events in the event log that indicate an issue and the server itself seems to be running fine.
Failed authentication attempts are not increasing the Violation Count
Failed authentication attempts are not increasing the Violation Count for Defender users.When does the Violation Count increase?
Credential Provider Filter dropdown is grayed out/disabled
The Credential Provider Filter dropdown is grayed out/disabled on the Defender Desktop Login Settings Group Policy Object (GPO).
Users receive error, "You are not allowed to request any software token types."
Users receive the error, "You are not allowed to request any software token types." when going to the self-service (Defender Management) portal.
Version Full Support as of Limited Support as of Support Discontinued
5.7 5/1/2012
5.6 11/24/2010
5.5 10/6/2009 11/1/2012 5/1/2013
Earlier product versions not listed are considered discontinued.

The Product Support Lifecycle table above describes the phase during which Dell Software products are eligible for product support and new release downloads.