Troubleshooting the Installation
This topic provides tips to help you troubleshoot installation problems.
| Issue | Resolution |
|---|---|
|
I am unable to activate my software. |
Ensure the computer has access to the Internet. Verify that the authentication code you are using is correct. It should be 25 characters long. |
|
I don't know my authorization code. |
Contact technical support at: |
|
I don't see the products or features I expect. |
Select Tools > Update to ensure you have the most current licensing information available to your computer. Note: This requires an Internet connection. You can also view the products to which you are licensed by clicking File > About EasyPower. If you still do not see the products or features you are expecting, contact sales at: |
|
My server license is not being recognized. |
If you are using USB keys, ensure the red key is inserted into the server's USB port. Ensure that you performed a server install on the server. Open the Control Panel in Windows to confirm that the HASP License Manager and Aladdin Monitor are installed. See Performing a Server Installation for more information. |
|
My client computer's license is not being recognized. |
If you are using USB keys for licensing, ensure the purple key is inserted into the client computer's USB port. Ensure there are no network problems preventing the client computer from connecting to the license server. |
|
There is a problem reading my USB key. |
This can occur if the USB driver did not install correctly. You can download the device driver from: https://sentinelcustomer.gemalto.com/sentineldownloads/?s=&c=End+User&p=Sentinel+HASP+HL&o=all&t=all Select the Sentinel HASP/LDK - Windows GUI Run-time Installer link. In a client/server environment, you may need to install the drivers on both the server and the client computers. |
|
I can't see data I've stored in a shared location on my network. |
By default, EasyPower installs both software and data files to the local computer. If you want to share data, you must set up the folder where the data is located for sharing with read/write/modify permissions, and you must change the file locations for each computer within EasyPower to point to the shared location. File locations are found under Tools > Options > File Locations. Note: Beginning with the 9.6 release, it is no longer necessary to share the program software from a single location. Each installation includes the standard program components needed to run the software locally. See Sharing the EasyPower Data for more information. |
If you still need assistance, contact technical support. Email and phone support is available to licensed users with a current maintenance plan and to users evaluating a demonstration copy of EasyPower. Call (503)655-5059 or email techsupport@easypower.com.
More Information
| Installing EasyPower | Authorizing Your Software |
| Performing a Server Installation | Uninstalling EasyPower |
| Performing a Custom Installation |
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