Step 1: General Instructions
Check that the copy
protection device is plugged in correctly and that no other devices are
attached to the same parallel port. If any other devices are plugged in
to the same port as the copy protection device, try removing the other
devices. This will indicate if there is a conflict between the copy
protection device and other devices. For example, some parallel floppy
drives are known to be incompatible with copy protection devices and
other parallel devices. This usually only occurs with some laptops
the case of a new installation the software must be installed on the
new machine using the installer on the CD provided by Formation Design
Systems. Do not copy software from an existing PC
- Check that
the copy protection device type selected at installation matches the
physical device. For example if you were supplied with a grey device
badged Sentinel SuperPro select Stand-alone and Super Pro at
installation. Repeat installation if correct selections were not made.
that the applications installed match the licenses owned - refer Access
Code form provided for a list of licenses you currently own. For
example, if you own Maxsurf Plus make sure this is installed rather
than Maxsurf Pro.
- Ensure that the machine was restarted after
installing. To further assist us to establish what is causing the
problem on your system, please send us information on your system
- Version number of Formation Design System software being used e.g. Multiframe 4D v7.51
- Running on a laptop or desktop machine? e.g. Dell Inspiron 7200 laptop
- Operating system running - e.g. Windows 98
of other devices connected to the same port as the copy protection
device e.g. printer, zip drive, other copy protection devices, parallel
floppy drive, etc
- Any additional information which you feel may be of use
Sentinel SuperPro Standalone or NetSentinel Network Device
you continue to experience problems after following the above steps,
the copy protection device may have failed. To check this please run
the following program from the installation CD provided by Formation
Design Systems -
- Run D:\Dongles\Sentinel\Find\Find32.exe where D: is the letter of your CD drive.
- Select the 'Find Keys' button.
- Please copy the contents of the results window and email them to email@example.com
Step 2: Common dongle problems
2.1 Can't Find the Dongle
message is given whenever our applications simply cannot find a dongle
- whether it be a standalone or network device. Generally when
this message occurs you need to check a number of things:
- Check you have installed the drivers correctly. Try
installing the drivers manually (see the page on your device to find
out what drivers you need and how to get them).
- Make sure the device is plugged in, and if it's plugged in
through a usb hub or attached to the back of another dongle or printer
(in the case of a parallel device) then try plugging it directly into
the computer and seeing if this helps.
- If it's a USB device then check that the light is lit - if it's
not lit then this may mean that the device drivers were not installed
correctly. Try reinstalling the drivers and see if that helps.
- If it's a Network device, then you will need to check a few more things:
- Check that the License Manager software is running on the server,
- Make sure that the client and server machines can see each other on the network,
- and lastly, ensure you don't have any
firewalls on either the client OR server machines that might be
preventing communication from taking place. Keep in mind that
Windows XP now has one built in (comes with any machine that has
Service Pack 2). You will need to configure your firewall
appropriately to let the network dongle work correctly - NetHasp
devices use TCP/UDP port 475, while NetSentinel devices require the
TCP/UDP ports 2050 and 2051.
2.2 No Licenses Available
message is given when a Formation dongle has been found, but no
licenses for the application you are running are actually on that
dongle. This would generally infer that you're running the wrong
version of our software (ie. Maxsurf Plus when you have licenses for
Maxsurf Pro), or that you've never purchased the application at
all. If you're sure that you should have licenses for the given
application then it may indicate that a device has been programmed
incorrectly. Please contact support if you believe this is the
case as we can re-program the dongle for you remotely.
2.3 All Licenses Used
is given when a Formation dongle has been found, licenses for the
application you have requested are present, but they are all currently
being used. This generally indicates that you do not have any
spare licenses at present, but they are available, so just retry at a
later time. If you receive this message and you're sure that no
licenses should be used at the time, then it may be that the licenses were not released properly so they're still marked as being in use.
The simplest workaround for this case is to restart the license manager.
2.4 USB devices
USB Copy Protection Devices should not be plugged in prior to
installing your software. Some Windows Operating Systems will allocate
a driver to the device by default. That faulty driver will not be
updated after installing the USB Copy Protection Device driver and
cause the driver not to function.
If you have inserted the USB
device prior to installing the software, remove the Device driver using
the device manager in the System Properties of the Configuration or
Control Panel screen.
Now simple delete the USB device with the exclamation mark by selecting it and hit delete.
The next step is installing the USB dongle driver. This can be done 2 ways:
- Install the driver for the appropriate USB device. Click here to select.
the software with the USB device unplugged. Please note that you do not
need to re-install every application, you can install only one
application and this will install the correct CPD driver.
Note: there is no support for USB copy protection devices under Windows NT.
you can insert the USB device into the computer. The light should come
on and the application should now start up without any problems.
Step 3: Device specific troubleshooting
Identify which device you have. The name of the device is printed on it. If you are not sure, then please consult the images below:
First check the
general instructions in the next section, then go to the section below
which corresponds to your device.