Troubleshooting when Working With a USB Dongle

For additional information see installation manual

 

Message

Description

Error -12

DRIVER_NOT_INSTALLED

Local dongle is not connected to the USB port of machine or network dongle didn't configured properly

Error -110

New USB drivers should be installed on the server https://passuite.com/start#download-tab

Dongle not found

Error -3

If using the local dongle, ensure that the USB driver is installed correctly (Device Manager should not contain any “USB-TOKEN” devices marked with a “!”): Device Manager should show "SafeNet USB SuperPro/UltraPro" or "Sentinel SuperPro".

Run “USB update” on the platform where the USB dongle is plugged in and ensure that you are running the appropriate software version for this key.

When working with a network key, run “Network Key Setup” and ensure that the server address is correct.

In order to check all available Sentinel SuperPro USB dongles, run "Monitoring Tools".

If this program is not installed, install the USB dongle software using the installation file located near the START-PROF installation file.

When running a network key behind a firewall, ensure that ports UDP/6001 and UDP/6002 are available.

When using a local dongle, run “Network Key Setup” and ensure that the message indicates “local USB dongle” or shows a blank line.

If necessary, restart Sentinel Protection Server.

Dongle not found

Error -22

USB dongle activation is required. In order to activate the key, you must send in the registration form and USB request code (see "USB update"). Upon receiving an update code, you must enter it using USB update.

PC date does not match the USB data

Error - 20

Run “USB Update” and ensure that the last access date is correct. If the date is not correct, the Sentinel key must be updated and the computer time must be fixed.

If this occurs while using a Sentinel network key, time on all platforms in the network with access to the network key must be checked and corrected if necessary.  

Version does not match

Error - 21

The version of START-PROF that you are currently running does not match the USB dongle. You must update the USB dongle in order to update the list of supported versions, or install a different version of the software.

Error - 60

SERVER_PROBABLY_NOT_UP

START-PROF can't reach the remote server with a Network Dongle. If you are using a local dongle, then open the Dongle Setup Utility and select Local USB Dongle.

If you are using the network dongle, then:

1. Try to install latest USB dongle drivers on PC where dongle is installed. http://www.safenet-inc.pt/support-downloads/sentinel-drivers/

2. Make sure that USB dongle services are working correctly (Management - services). Try to reboot them

3. Check the port availability on server and client. For network dongle UDP protocol is used and port 6001. For web-interface license monitor used JAVA, TCP protocol and port 6002

4. Check the server IP address

Error - 67

NO_SERVER_RUNNING

Problems on LMS server. Please contact technical support immediately

UNIT_NOT_FOUND

UNKNOWN_HOST

START-PROF cannot find the USB dongle. Possible causes:

  • Sentinel drivers not installed on the computer using the USB dongle. USB dongle drivers must be installed from the START-PROF installation CD

  • Client PC's server address is incorrect

Run “Network USB Setup” on the client computer and indicate the correct server address, or leave the address field blank if the USB is being used on the client computer.

Try to install latest USB dongle drivers on PC where dongle is installed. http://www.safenet-inc.pt/support-downloads/sentinel-drivers/

Error - 70

NO_LICENSE_AVAILABLE

There are currently no available licenses. You should wait until another client frees up a license.

You can check the network key status (the number of available licenses) by running the Monitoring Tool  from Start > Rainbow Technologies.

The total number of purchased licenses and maximum number of licenses for the network key can be viewed by running “USB update”.

Also this error appear if you trying to work with a local dongle using the remote desktop. It will not work, since the network dongle is needed to this purpose.

NO_SERVER_RESPONSE

NO_NETWORK

NO_SERVER_RUNNING

BAD_SERVER_MESSAGE

These errors indicate problems with the network and with gaining access to the server.

Consult the network administrator to fix these issues.

START-PROF does not support issues with system and network access.

VERSION_NOT_SUPPORTED

Error - 18

Driver version on the server or client platform is not supported.

Error - 100

Driver version on the server platform is not supported.

Error - 71

INVALID_LICENSE

Specified server name, where local dongle installed. Not network dongle. Open "network dongle setup utility" and delete server IP address

Try to install latest USB dongle drivers on PC where dongle is installed. http://www.safenet-inc.pt/support-downloads/sentinel-drivers/

Error - 16

While Network Dongle Setup please specify server IP address or name manually

Error - 4

Can't read the dongle. Problem with drivers, dongle corrupted or USB port is corrupted. Update sentinel drivers, try to use dongle on another machine, try to use dongle in another USB port

Error - 74

INTERNAL_ERROR

Error whle encrypting or decrypting of messages via UDP. Some software or hardware probably change the messages via UDP

RB_ACCESS_DENIED

USB data are corrupted.

The USB dongle must be returned to retailer for formatting or replacement.