HydroComp Troubleshooting Notes

TN040329: What to do when you believe your security key (dongle) is not working.

Summary:  Proper functioning of your HydroComp security key (i.e., dongle, hardware lock) relies on features of the key itself, licenses stored on the key, communication between the key and the software, and how the software responds to the information it finds. Suggestions are described below to help you identify why the software may not be responding and how to fix any problems that may exist.

Product(s)   Version(s)   Platform(s)   Category  
All All All Operation

Overview

There are generally two different times when you might notice that your security key does not work - when installing the software for the first time on a computer, or at some point the software simply stops working when it had been working properly. Both problems can be diagnosed in the same way.

Most problems are the result of an incomplete setup, or even not properly inserting the key onto the computer. Some problems, however, are the result of a key becoming corrupted - typically from an electrostatic shock when removing and inserting a key. It is important to make sure that you are very careful to "ground" yourself (to avoid electrostatic discharge) and remove and insert keys slowly and without bending the key.

Solution

A check list is provided below to help you identify the problem.

   Check that you actually have your proper HydroComp key. Some security key problems have been the result of trying to run the software with an incorrect key. Your HydroComp key will be one of two types - USB or printer port. Both types will have a HydroComp label on them with ID numbers. For USB keys, first check that it looks like one of the keys shown below. If it does not, then it is definitely not a HydroComp key. If you are not sure if your key is a HydroComp software key, please email us with the information from any labels, as well as any ID information printed directly on the key.

                        

   Check that the key is attached properly. If it is a printer port key, make sure that it is fully inserted into the printer port. Also make sure that it accidentally has not been inserted backward into a serial port. If it is a USB key, make sure the small light is illuminated when the key is inserted into a USB port. (If not, make sure that your USB ports are enabled, and properly connected if you are using a USB hub.) You should also try inserting the key into different USB ports, as some computers appear to have a particular order to the ports.

   Check that the Rainbow security key drivers are installed. A set of special drivers are needed for the software to communicate with the key. Using the Add or Remove Programs feature of the Control Panel, look for Sentinel System Driver. If you see this shown in the list of installed programs, then the drivers have been installed. 

If they are not installed, download and run the Rainbow security key drivers. After the download, unzip the download and run the RUNME.BAT file that is included with the zip. (NOTE: If using a USB key, it is very important that the key be removed from the USB port during this process. After installation, you can re-insert the key and proceed.) Some installations may require you to restart the computer for the drivers to be fully installed.

One additional way of confirming that the drivers are installed and operating is with the Sentinel System Driver Configuration Utility. This utility is installed with the drivers, and you can find it on your computer at

     C:\Program Files\Common Files\SafeNet Sentinel\Sentinel System Drive\SetupSysDriver.exe

Run this and you should see a message that "Version x.xx" is detected. If you do not get this message, then you should manually repair the driver installation by clicking the Add/Repair/Remove installation button and following the instructions.

NOTE: A Sentinel Superpro User's Guide can be found on the original HydroComp installation CD.

   Check the key with the HydroComp License Viewer utility. This is a special utility that can be used to review the HydroComp software licenses on the key. Most of the HydroComp software installations install this utility, so you can check in your HydroComp program group (Start | Programs | HydroComp | License Viewer) for the License Viewer. If you do not see this, then you can download and run the HydroComp License Viewer utility. 

When you run this utility, you should see the key type and serial number (e.g., Key Type: HydroComp standalone, Serial #: 00426). Click on the key icon in the white panel (on the left) and you should see the license for your software. 

If you do not see any key information or an icon in the panel, then there is a communication issue, so continue to the next step. (Be sure that the drivers and key are properly installed. It may be worthwhile to uninstall and re-install the drivers.) If you do see the information, the key is communicating properly. Under the License menu, you will see Print key summary and Export key summary. Use these to fax or email a key report to HydroComp and we will review it.

   Check for unusual hardware issues. There are a few known issues with particular hardware. You can check if your computer has one of these from the list below.

   Check the key on another computer. Perform the driver setup and run the License Viewer to check for proper communication with the key on another computer. If the key still does not work on the second computer, then proceed to the next step. However, if it does find the key on the second computer, then the problem is with the original computer or with an incorrect driver setup. You should try to uninstall and re-install the drivers on the original computer. 

   Confirm that you have functioning USB and/or printer port operation. Sometime the problem is with the port itself. In addition to the drivers, the port is an additional layer between the software and the key.

To check that the USB port recognizes a stand-alone key, go to the System Properties screen from the Control Panel. Under the hardware Device Manager, you should see the Rainbow USB Superpro list as one of the Universal Series Bus controllers.

You cannot really check a printer port for stand-alone or network key operation, as it does not register a printer port key as hardware. However, you can review and configure the printer port information used by the driver in Sentinel System Driver Configuration Utility noted above. Click the Configure Driver button and follow the instructions.

   Contact HydroComp with the following information. If none of these steps solves your problem, let us know. We are here to help. Be sure to email or fax us the following information, so that we can provide the fastest resolution of the problem.

  1. Have you checked that the key is seated properly?
  2. Have you checked that the Rainbow security key drivers are installed?
  3. Include the key summary from the HydroComp License Viewer.
  4. Is this a new installation or did the key stop working when it had been working properly?
  5. What is the exact message you get from the software after you launch it? You generally can copy and paste text from an error message into an email. (Do not click any buttons or screens, we need the first message.) 
  6. Have you tried the key on another computer?

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