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Troubleshooting License Issues with a Black USB License

This article is intended to address issues with black USB dongle licenses only, and does not apply to red USB, green USB, or softkey licenses.  

CONTENTS:
Alison Yates
10/04/2016
Installation and Licensing

NOTE:  Before continuing this article, you should be certain that you have a black USB license. 

               

 

License Code Request

The first time you run OpticStudio, you may be prompted for a license code, like so:

License Code

 If you see this dialog box, your copy of OpticStudio is correctly installed, and the key driver is working properly, you just need a license code to allow OpticStudio to run with your key.  To get a license code, take a screenshot of this dialog box on your screen (e.g. using Alt-Print_Screen, Snipping Tool, or any other screen capture software) and paste it into an email to support@zemax.com and one of our global tech support staff will send a license code right away. Please do not call Zemax for a license code. License codes are complex multi-character strings and cannot be reliably given over the phone. Emailing the screenshot of the dialog box to us is the quickest, most error-free way of getting your license code.

 

Network Black USB License

This section applies if you are trying to reach a server that uses a Black USB key, rather than if you have a USB key plugged into your computer. You do not need to install the Sentinel USB key driver software to connect to a network server, so nothing in this article will assist you.

Network license keys that are a 5 digit number such as 20000 are a black key. All troubleshooting for clients connecting to a black USB key is covered in the article: Installing OpticStudio with a Black USB Network Hardkey.

If your network license number is in the format L000001 then it uses a Red USB or softkey license instead. To configure OpticStudio to use those types of licenses, refer to the following article:
How to Install the Network License Version of OpticStudio

 

Single User Black USB License - Checking and Reinstalling Your Sentinel Key Driver Installation

 


 

If you see a message stating "Cannot find Zemax key", this means the USB key is not plugged in, the drivers are not installed properly, or the key itself is malfunctioning.

Method 1 - Install the key driver. Normally the USB key driver is automatically installed with OpticStudio version 15 Service pack 2 and newer. If it is not able to for some reason, the following procedure will install the latest driver.

1. Unplug the USB key from the computer.
2. Either download the key driver software from this direct link, or visit the Zemax Legacy Downloads page. The Sentinel System Driver for Black USB keys is located in the "Resource Files" section.
3. Launch the downloaded file and accept the default settings. If it gives any error messages, make note of them, and proceed to method 2
4. If you get no errors, plug the USB key back in. Verify the green light turns on. If it does not, proceed to Method 2.

Method 2 - uninstalling all driver information and reinstalling 

1. Log onto the machine with a user account with Administrator privileges.
2. Unplug the USB key from the computer.
3. Check if your Windows system type is 32 bit or 64 bit.

TIP: If you have installed OpticStudio 16 or higher, it requires 64 bit Windows. so you can skip to step 4 and follow the 64 bit instructions.

3a. To check whether you have a 32 or 64 bit Windows system, follow these steps:

  • If you are on Windows 7, Open, Start / Control Panel / System
  • If you have Windows 8.1 or 10, Right-click the Start button, and select "System" from the menu.

Once you have found your system type, move to step 4.



4. Visit the Zemax Legacy Downloads page .Open the "Resource Files" section. Download the "SSD Cleanup utility" that matches either the 32 bit or 64 bit type of Windows you found in step 3.
5. Open the ZIP file you downloaded, then open the SSDCLEANUPXXX.EXE utilty inside. You will get the window below.
6. Type the letter Y and hit the Enter / return key to start the cleanup. It will take about one minute.



7. Restart the computer.
8. Either download the key driver software from this direct link, or visit the Zemax Legacy Downloads page. The Sentinel System driver is located in the "Resource Files" section.
9. Launch the downloaded file and accept the default settings. If it gives any error messages, make note of them, and proceed to method 3.
10. If you get no errors, plug the USB key back in. Verify the green light turns on. If it does not, proceed to Method 3.

Method 3 - Manual driver installation:

If the Sentinel Key Driver above gives an error and fails to install, you can use the manual install method here: 

1. Plug the black USB key in.
2. Download the driver files from this link, and open it. Click the "Extract" button, and it will extract the files to C:\Sentinel_Key_Driver_manual
3. Open the Windows Device Manager by searching for the word "Device" in the Start Menu's search box. 



4. The key should be listed in “Other Devices” as “Sentinel Hardware Key”.



5.      Using your right mouse button, click on Sentinel Hardware Key, and click on “Update driver software” or open "properties" and click Update "driver".



6.      Select “Browse my computer for driver software”



7.      Pick the folder to find the drivers:
         7a - If you downloaded and opened the file in step one, browse to C:\Sentinel_Key_Driver_manual
         7b - If you have previously installed the Sentinel key driver, you can browse to C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel System Driver

8. Click Next. You should get “Windows has successfully updated the driver” and the green light on the key should light up. In your Device Manager, you should also have "Safenet Sentinel Hardware Key" listed in the  USB controllers section (as the image below). If this is the case, launch OpticStudio again to verify the key is working.

If you get any errors during the install process, make note of them. Also, double-click on the "Sentinel" device to bring up it's properties to see the specific error. Take a screenshot or note down the error. Proceed to Method 4.


Successfully installed USB key:



Method 4 - Verify the key on another computer.

If you continue to get the '"Cannot find Zemax key" message or the driver install fails, then there may be a hardware fault with the key or with your computer's hardware. The easy way to identify where the problem lies is to install OpticStudio on a second machine. If the same problem occurs on both machines, the USB key is faulty and should be returned for replacement. If it works on one machine but not the other, go to Gathering More Information section below to contact Zemax support.
 

If Opticstudio Loses Connection to the USB key

This applies if your USB key usually works, but OpticStudio says it cannot locate the key sometimes while using it.

First, we recommend plugging the USB key directly into the computer itself. Doing so will avoid problems with hardware like external USB hubs, LCD monitors or other devices with built in USB ports

Second, If changing the port the USB directly does not apply or help, you can ensure the USB ports are not set to enable "selective suspend". To check this, as shown in the screen shot below, go to Control Panel> Power Options> Edit Plan Settings and click "Change advanced power settings." Then expand the USB Settings and USB Selective Suspend settings, and set to "disabled".

TIP: If you are running on a Mac using a VM like Parallels, you must ensure this is the case both for the OSX and your Windows installation.)

If you continue to lose connection to the USB key, there may be a hardware fault with the key or with your computer's hardware. The easy way to identify where the problem lies is to install OpticStudio on a second machine. If the same message occurs on both machines, the key is faulty and should be returned for replacement. 

If it works on one machine but not the other, go to Gathering More Information section below to contact Zemax support.
 

Gathering More Information

If you still cannot get your Black USB key working, you can get use the Sentinel Advanced Medic to gather information on your problem. 

1. Plug in the USB key.
2. Download the Sentinel Advanced Medic from this link
3. Open the Sentinel_medic_1.3.exe file you downloaded. Click OK, then EXTRACT. It will by default extract to c:\sentinel_medic_1.3, and launch the Sentinel Medic application automatically. 
4. Check the "Enable logging" box. 
5. Start the diagnostic test by clicking the "Troubleshoot" button.
6. You may need to press an "Acknowledge" button repeatedly, until you see "Successfully generated System log file" (see the below screen shot for a completed diagnostics run).

Once it is done, please take a screenshot of the diagnostcs test results window (the screenshot belowis what we are looking for).
Also, save the log file called Sentinellog.txt located in the folder the Sentinel Medic extracted to. The default folder is c:\sentinel_medic_1.3.

Proceed to the Getting Help section below to summarize all the items needed when contacting support.






 

Getting Help

If your installation issue is not resolved, please email Support@Zemax.com and send us:
  • Any error messages when launching OpticStudio
  • A summary of any troubleshooting steps you have taken, and any error messages installing the driver
  • A screen shot of the Windows Device Manager with the USB key plugged in
  • A screen shot of the Sentinel Advanced Medic test results
  • The Sentinellog.txt file from the Sentinel Advanced Medic test
  • Whether or not the key works in another machine (if possible).
This will provide us with all the information we'll need to quickly diagnose the problem, or escalate the case as needed.