USB Dongle License (Legacy) Troubleshooting

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Getting Started

This article will cover what we refer to as the “gambit” of easy to do troubleshooting for EdgeWise USB Dongle License (Legacy) keys. There are two types of USB Dongle License keys, Legacy and the newer blue dongles for troubleshooting. For blue dongles, refer to the software node lock license documentation. For the older gray and black dongles, continue with this article.

EdgeWise Legacy Keys
Fig 1: Legacy EdgeWise License Dongles

The “Gambit” Standalone License

  1. Ensure that the License Dongle is plugged in to your machine and it is glowing green.
    • If it is not glowing green – open the Device Manager in Windows, and under Universal Serial Bus Controllers ensure you see SafeNet Sentinel Hardware Key. If the SafeNet Sentinel Hardware Key is not detected in the Device Manager, try other USB ports and then proceed to next steps.
  2. Reinstall your version of EdgeWise as an admin
    • (ensure it is unzipped first) with the Force Install Sentinel Drivers checkbox checked. Also ensure you are installing the proper package (standalone vs network) if you are installing any version prior to v5.5. This will ensure that the drivers EdgeWise needs to run, are installed. If your key is still not glowing green or EdgeWise still won’t open, proceed to next steps.
  3. In your Windows search bar type in Services and open the Services dialog. Scroll down until you see any services beginning with the word Sentinel. Right-click and restart these services.
    • If you don’t see these services, then they were not installed properly during the EdgeWise installation. Ensure your Anti-virus, Anti-malware, and Firewalls are temporarily turned off while you install EdgeWise to ensure the drivers install properly (your Anti-virus and so on can be turned on afterwards.)
    • If EdgeWise still won’t open proceed to next steps.
  4. Restart your computer and try opening EdgeWise again.
    • If none of these steps allow you to open EdgeWise, then send an email to support@clearedge3d.com so our support team can assist you.

The “Gambit” Network License

  1. Ensure that the Network License Dongle is plugged in to your host-machine/server and it is glowing green.
    • If it is not glowing green – open the Device Manager in Windows, and under Universal Serial Bus Controllers ensure you see SafeNet Sentinel Hardware Key. If the SafeNet Sentinel Hardware Key is not detected in the Device Manager, try other USB ports and then proceed to next steps.
  2. Reinstall your version of EdgeWise as an admin/Install the Sentinel Drivers if you don’t want to install the entirety of EdgeWise.
    • For the whole EdgeWise package (ensure it is unzipped first) install with the Force Install Sentinel Drivers checkbox checked. Also ensure you are installing the proper package (standalone vs network) if you are installing any version prior to v5.5. This will ensure that the drivers EdgeWise needs to run, are installed. If your key is still not glowing green or EdgeWise still won’t open, proceed to next steps.
    • For just installing the Sentinel Drivers, simply install the Sentinel Protection Installer. The Secure Update Utility is used for license file exchange (ie updating Maintenance on the dongle).
  3. In your Windows search bar type in Services and open the Services dialog. Scroll down until you see any services beginning with the word Sentinel. Right-click and restart these services.
    • If you don’t see these services, then they were not installed properly during the EdgeWise installation. Ensure your Anti-virus, Anti-malware, and Firewalls are temporarily turned off while you install EdgeWise to ensure the drivers install properly (your Anti-virus and so on can be turned on afterwards.)
    • If EdgeWise still won’t open proceed to next steps.
  4. Restart your host-computer/server and try opening EdgeWise on the test machine/client machine again.
  5. Ensure the end users who are going to be pulling the license file (or your test machine to test the license) are routed to search for the license properly. Refer to the Client Setup section of this article for those steps.
    • If none of these steps allow you to open EdgeWise, then send an email to support@clearedge3d.com so our support team can assist you.
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