Key Troubleshooting
There are a range of problems that may arise related to the user's key (also sometimes referred to as the USB key, hardware lock, or dongle) that secures their Itasca code. The following guide provides a set of general set of steps, from least to most severe, for attempting to resolve key-related errors. Expand each topic for more detailed information describing the step. See the document from the key manufacturer, SafeNet, available at right, for additional information.
1) Cycle the key through the other USB ports
Often, a key problem can come from a conflict or corruption in the settings that match up the key, the key driver, and the specific USB port in use (all three components are in play to make any USB device work). This situation most commonly occurs when the key provided for use with the Itasca code gets plugged in before the code is installed, causing Windows to automatically assign an incorrect driver to that port/key pair.
To peform this step, remove the key and put it into a different USB port. If the step works, popup notifications like the ones below will appear in the lower right corner of the screen (the exact popups and text will vary depending on the Windows operating system in use).
followed by...
If this occurs, try the code again. At this juncture, it should work. Also, the key should be able to be put back in the original USB port and work correctly. If this doesn't happen on the first new USB port you try, continue working through all the available USB ports on a machine before moving on to the next step.
2) Run SuperPro Medic
The diagnostic utility SuperPro Medic is provided with the code installation, and can be run from the Start Menu (Start → All Programs → Itasca → Utility → SuperPro Medic). When the program starts, click "Find SuperPro" button. Note the information shown on the dialog in areas marked on the image below.
The image above shows the expected result when the key is successfully installed and operational. A valid driver number is reported (that is, not "unknown driver" or "driver version 0.0.0", either of which indicates a problem), and there is a message "Success" in the "Description" box. If information like this does not appear when SuperPro Medic is run, or, if this is the result you recieve but your code still reports key errors on startup, proceed to the next step. In the event all the steps provided on this page do not get your code running correctly with the key, it will be of great help to obtain and send a screen capture of the result from SuperPro Medic when contacting Itasca for assistance.
3) Run the Update utility
If the SuperPro Medic utility finds the key, but the code still reports a key error, run the "Update" utility (located on the Start Menu in the same folder as the Medic utility) to write a text (.txt) file containing the key information. This information can be emailed to Itasca in the event that you cannot get your key working; it provides a valuable context for the key error you are having. Running update.exe will not of itself fix a key problem, so at this juncture if errors are still reported, proceed to the next step.
4) Download and install the latest drivers for the key from SafeNet
SafeNet is the company that manufactures the USB keys, and it is also the developer of the driver for the key. Their web site provides the latest drivers for the Sentinel USB key. We recommend users click the "Click Here" for the latest Sentinel Driver link that appears directly below the "Sentinel Drivers" page title; however, using the "Sentinel Protection Installer" link that appears on the table a bit lower on the page will also supply the needed driver installation file.
This step is quite safe; the SafeNet installation will not overwrite a newer driver with an older one. Updating to a newer driver though a clean installation can clear up the problems stemming from cases of conflict, corruption, or other issues related to the presence of earlier Sentinel USB key drivers.
5) Download and run the the SSDCleanUp utility from SafeNet and retry installation.
The SSD Cleanup Utility is provided on the same page of the SafeNet web site as the latest driver download. Note the user must select either the 32- or 64-bit version of this utility, depending on the computer in use. This utility removes all traces of the current and any past Sentinel key driver installations. To use, we recommend the following steps:
1. Uninstall the Itasca code
2. Remove the USB key from the computer.
3. Run SSD Cleanup.
4. Reboot the computer.
5. Run the downloaded driver installation from Step 3) above.
6. Re-install the Itasca code.
7. Plug in the USB key.
8. Run the code.
During this sequence, be sure to follow any instructions to reboot the computer as they appear.
If this sequence does not resolve the problem, please contact Itasca. It will be helpful if a screen shot of the result of performing Step 2) above and a text file from Step 3) is provided. Be sure to provide the name and version of the code you are running, the operating system you are using, and the exact text of the error(s) or warning(s) (or screen captures of it/them) that occurs on code startup.
