Sentinel Hardware Keys Developer's Guide - Customer Connection ...

Appendix A – Troubleshooting
Contents Glossary Index Troubleshooting
Problem: Unable to Program the Hardware Keys
You are unable to program the hardware keys.
Solution:
256 Sentinel Hardware Keys Developer’s Guide
An error can occur while programming hardware keys due to hardware or
software reasons. You should verify the hardware key is firmly connected to
the USB port/hub. The LED on the hardware key should be illuminated to
verify if it has been plugged-in properly.
To determine if a programming failure is due to a software error or a hardware
error, try programming another hardware key with the same group. If
the programming is successful, the previous error was hardware-related. If
you try programming many keys, and all of them fail programming, the
error is software-related.
If you suspect a technical problem, contact SafeNet Technical Support to
help you in troubleshooting. The support representative will work with you
to rule out resolvable software and/or configuration problems. If the problem
cannot be resolved, you will be issued a RMA (Return Material
Authorization) number. To ensure proper handling is acknowledged for the
returned keys, you must obtain a RMA number prior to shipping the
products.
After you have obtained an RMA number and are ready to package the
hardware keys for shipping, please make sure that you use “cold plastic” or
“conductive plastic” to avoid any further damage.
Problem: Error Programming a Distributor File
You get an error while programming the distributor file, using the Key Programming
APIs.
Solution:
Please refer to the error code descriptions for the source of the error and its
description. The error codes have been listed down in the Key Programming
API Help.