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FOR STANDALONE USERS: You must generate the locking code and then email or fax the code to Engineered Software, as directed in the instructions supplied with your media files. We will then generate and return to you a corresponding unlock code to enter into the "Field Exchange Utility." This will complete the Update License process. During this process, you may receive the message " |
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FOR NETWORK USERS: |
1. Be sure you have the correct type of hardware key. A Standalone key should be gray in color, and a Network key is purple and black. If you have the wrong type of key, please contact your sales representative to obtain one of the correct type.
Standalone key (Gray label)
Network key (Purple and black label)
2. A USB hub may prevent your key from being read correctly. Make sure your hardware key is plugged directly into the machine, and not through a USB hub.
3. Be sure that the user account being used has administrative permissions.
4. If your operating system is Microsoft® Vista, all USB ports must be accepted and not blocked. Unblock any blocked USB ports.
5. Update all of your key drivers. See Knowldege Base Article Number 155 for directions on how to update your hardware key driver.
6. Your computer may not recognize the key. Follow these steps to see if your computer is recognizing the key:
a) Unplug your hardware key for five seconds. Plug it back in and make sure a
balloon tooltip pops up in the lower-right-hand corner of the screen indicating
that your system recognizes your hardware key.
b) When your hardware key is plugged into your computer, a light should illuminate.
Check your hardware key to see if this light is on.
c) "Safenet USB SuperPro/UltraPro" should appear in your System Devices list.
The next steps show you how to view your System Devices.
- Right My Computer
- Select Properties
- Select Hardware tab
- Click Device Manager button
- Expand the + next to the name Universal Serial Bus controllers
- Key Not Reading Key License Correctly - Standalone
- 'Safenet USB SuperPro/UltraPro' should show in this list:
7a. (FOR STANDALONE USERS) Re-check to see if the "Field Exchange Utility" is reading a license code.
With the hardware key plugged in, open the "Field Exchange Utility."
- Push the Start Button
- Expand 'All Programs'
- PIPE-FLO - Tools & Links
- Select Licensing (This is your "Field Exchange Utility")
- Push 'Get Locking Code' button
If you received a key code please contact support and email the code to us indicating you had received an error while trying to read your hardware key.
If you have a Support Ticket Number, please indicate your ticket number.
7b. (FOR NETWORK USERS) Try to run PIPE-FLO again to see if the license code is reading correctly. If your license is still not reading correctly, follow the steps in Knowledge Base Article 336, "License if no longer recognized by the server."
8. If you received an Error message again, please contact your sales representative to obtain a new key.