If the instructions in solution 611071 have failed to stop the Intactix Software opening in DEMO mode, the following steps can be taken to help diagnose and resolve the cause of the software being in DEMO mode.
Space Planning Setup :
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Q - Does the User ID listed in the 'Settings-General' screen match the value on the dongle label ?
A - If not, correct the User ID, type '0' in the activation code box, then shutdown and restart the Intactix application.
Q - How many dots appear in the activation code box?
A - If the number of dots is greater than one, the Intactix software will think that an activation code is being used and will ignore the dongle. To fix this, replace the activation code with a zero.
Issues caused by incorrect installation:
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Q - Has the Sentinel Protection Installer driver been installed ?
A - To check this, open the 'Add/Remove Programs' utility in control panel and check to see if there is an entry for 'Sentinel Protection Installer'. If not this needs to be downloaded & installed, and instructions are available in solution 509505. If it is installed, continue below.
Q - Does the user performing the installation have the correct access rights?
A - If the answer to any of the following questions is 'No,' the user will need to contact IT support. They will need to point out that rights outlined below are required for the duration of the installation of the Intactix software and the Sentinel Protection Installer driver, but can be revoked once this has been completed. When correct rights have been assigned Intactix software and the Sentinel Protection Installer driver will need to be uninstalled and then reinstalled correctly.
Q - Does the user logon have write access to the Intactix folder in program files?
A - Can the user create a text document in this folder, if not the user must contact their IT Support to get the correct rights. Once the correct rights have been assigned Intactix software and the Sentinel Protection Installer driver will need to be uninstalled and then reinstalled correctly.
Q - Is the user logon a member of the local Administrators group?
A - This is required for the installation of Space Planning and the Sentinel Protection Installer software, if not the user must contact their IT Support to get the correct rights. Once the correct rights have been assigned Intactix software and the Sentinel Protection Installer driver will need to be uninstalled and then reinstalled correctly.
Q - Does the user logon have write access to the registry?
A - This is controlled by network security policy, NOT local admin rights. Can the user open regedit? If not the user must contact IT Support to get the correct rights. Once the correct rights have been assigned Intactix software and the Sentinel Protection Installer driver will need to be uninstalled and then reinstalled correctly.
Q - Has the Sentinel Protection Installer and Intactix software been installed by the same user?
A - This should be the same user that will be running the Intactix software. If not then the Intactix software and the Sentinel Protection Installer driver will need to be uninstalled and then reinstalled correctly.
Issues caused by the license dongle:
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Q - Does the LED on the dongle (USB only) light up when it is attached to the PC?
A - If not then the dongle is damaged, the dongle is not attached properly, or the port is not working.
Q - Is the license dongle properly attached?
A - If the dongle is loose or under tension because of an obstruction, it may not be detected properly. Ensure that the dongle is firmly attached and free of any obstructions, then try again.
Q - Is the license dongle visibly damaged?
A - If so, it will need to be replaced. If the dongle works on another computer, then this is not the case.
Q - Is the port that the dongle is attached to working?
A - The best test for this is to attach another device to the port to see if it works. If it does, the port is working. If not, test another port (if one is available) until a working port is found and test the license dongle on this port. If no ports work, the user needs to contact IT support.
Q - Is the dongle attached to a parallel port which is disabled?
A - Certain brands of computer (particularly IBM) have their Parallel ports disabled in the BIOS by default. If this is the case, the user will need to contact IT support to resolve the issue.
Q - Is the installed software version compatible with the license on the dongle?
A - License codes on dongles are forward-compatible, but not backwards-compatible. If the software has been downgraded, the dongle has been 'borrowed' from a PC running a later software version, or if this is a new dongle which is being used for the first time, this is a possibility. Test the dongle on a computer with a later software version, if this works then upgrade the software on the problem computer to the latest version or replace the dongle.
Issues caused by the Sentinel Protection Installer:
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Q - Is the correct driver installed?
A - The correct driver for the USB dongles is the 'Sentinel Protection Installer' and not the 'Sentinel System Installer' (which is the predecessor). If the incorrect driver is installed, then it should be uninstalled and the correct driver installed as per instructions below.
Q - Is the computer a laptop which works when docked, but not when undocked (or vice versa)?
A - Certain laptops have separate hardware profiles when docked and undocked, and when the Sentinel Protection Installer driver is installed it is only registered in the hardware profile it was installed under. This is easily fixed for the hardware mode which is not working, but the user performing the following tasks must have the correct access rights to perform an installation (see 'Issues caused by incorrect installation' section above).
To fix this issue : Shutdown the Intactix software, remove the dongle from the PC, open the 'Add/Remove Programs' tool in Control panel and select 'Sentinel Protection Installer' from the list of installed programs. Click on the 'Change'button, Click 'Next' on the welcome screen, and then select 'Modify', then click 'Next' on all of the following screens to complete the installation. Reattach the dongle, open up the Intactix software.
Q - Does Windows report a hardware error saying 'hardware failed to start because the Service is marked for deletion' when the dongle is attached?
A - This error can appear after installing the 'Sentinel Protection Installer', when a dongle is attached to the computer (and detected by Windows). This means that the computer needs to be rebooted to complete some of the changes made during the install and until this is performed the Intactix software will still be in DEMO mode.
Q - How do I uninstall the incorrect drivers and then reinstall the correct 'Sentinel Protection Installer' driver?
A - Download the latest 'Sentinel Protection Installer' driver and the 'SSDCleanup' utility from the safenet website ('http://www.safenet-inc.com/support/tech/sentinel.asp'). Remove the dongle and close any Intactix software and run the 'SSD Cleanup'utility to clear out the old software and registry settings. Then install the 'Sentinel Protection Installer' using a logon which matches all of the criteria described previously (see 'Issues caused by incorrect installation' section above). Choose the option for a complete installation as this will insure that everything that is required is installed, even though this will install components which aren't required.
Q - How do I identify a problem with the dongle if nothing else has helped?
A - Safenet provides a utility called the 'Sentinel Superpro Medic' which can be downloaded from their website ('http://www.safenet-inc.com/support/tech/sentinel.asp'). To use this download and install the application, click on 'Find Superpro' to identify problems and then click on 'Medic Says' to get feedback.
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