SW License Troubleshooting Guide Contents

SW License Troubleshooting Guide

This guide provides solutions for FAQ (Frequently Asked Questions)
while using a SAMSUNG S/W License.

1ST EDITION | 2014-12

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SW License Troubleshooting Guide Contents

Contents
CONTENTS........................................................................................................................................................... 2
01. SW ONLINE ACTIVATION > BADREQUEST ............................................................................................................ 3

02. SW ONLINE ACTIVATION > PLEASE, CHECK THE AUTHENTIC LICENSE .................................................................. 4

03. INACTIVATED LICENSE ........................................................................................................................................ 5

04. INSTALLATION > ERROR OF INSTALLING HASP DRIVER ......................................................................................... 8

05. LICENSE ACTIVATION AFTER FORMAT PC / REINSTALL OS .................................................................................... 9

06. LICENSE ACTIVATION AFTER LOW LEVEL FORMAT / REARRANGE HDD PARTITION ............................................. 10

07. SSM LICENSE ACTIVATION ERROR ..................................................................................................................... 11

08. SSM SERVICE STOP ........................................................................................................................................... 12

09. SW OFFLINE ACTIVATION > V2C FILE ERROR ...................................................................................................... 13

10. “PRODUCT KEY CHECK FAILED” PERIODIC MESSAGE ......................................................................................... 14

11. “CONTAINERNOTFOUND” MESSAGE, WHEN MOVE LICENSE.............................................................................. 17

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SW License Troubleshooting Guide SW Online Activation > BadRequest

01. SW Online Activation > BadRequest

CHECK LIST & GUIDE

1) Do you get the SW license key?

EX) Free 1 product key is issued for multiple products – SSM, RS, VM and so on. (activation count = 1)
2) Do you install SSM and RS on same PC?

- Do you activate all SW license of each program?

3) Can PC which has problem connect to internet?

- When you can’t use internet, please use [SW Offline Activation] menu.
4) If PC can connect to internet, can PC connect to [License Server]?

- URL of License Server : https://ems.samsungsecurity.com/ems/customerLogin.html

- When you can’t connect to [License Server], please use [SW Offline Activation] menu.
5) If you can connect to both internet and [License Server], can you access ACC page?

- ACC page : http://localhost:1947

6) If you cannot access to ACC page, restart [Sentinel LDK License Manager] service.

- Control Panel > Administrative Tool > Services > Sentinel LDK License Manager

7) Activate the SW license again, after restart [Sentinel LDK License Manager] service.

8) If you still have same problem after restart [Sentinel LDK License Manager] service, send your log files and captured
images to us.

- Log file of hasp : C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\log

- Log file of event viewer: application program and system log
- ACC page(Products): http://localhost:1947/_int_/products.html
- ACC page(Diagnostics): http://localhost:1947/_int_/diag.html

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SW License Troubleshooting Guide SW Online Activation > Please, Check the authentic license

02. SW Online Activation > Please, Check the authentic license

CHECK LIST & GUIDE

1) Entered product key has already been used. It cannot be used for license activation.

- If that product key has never been used before, contact the person in charge of license.

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SW License Troubleshooting Guide Inactivated License

03. Inactivated License

CHECK LIST & GUIDE

1) Which part has a problem, physical device as PC or virtual OS as VMWare?

2) Can you access to ACC page?

- ACC page : http://localhost:1947

3) If you cannot access to ACC page, restart [Sentinel LDK License Manager] service.

- Control Panel > Administrative Tool > Services > Sentinel LDK License Manager

- After restart a [Sentinel LDK License Manager] service, restart a [Recording Server] service.
>> [Stop the Recording Server service] → [Start the Recording Server service]
4) After restart a [Sentinel LDK License Manager] service, restart a program.

- SSM Recording Server

Restart a [Recording Server] service.
>> [Stop the Recording Server service] → [Start the Recording Server service]
- SSM
Restart a [SSM Service Manager].
>> [Service Stop] → [Service Start]
- SSM VM
Exit a VMG program, then restart.
5) Do you get below error message after did STEP3?

- ACC page (Products) : http://localhost:1947/_int_/products.html

- Error Message : Disabled due to: Cloning or Clone detected

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SW License Troubleshooting Guide Inactivated License

- When [clone detected] error is occurred, License will be deactivate.

* THE CONDITION OF CLONE DETECTED
 In case of Physical Machine, check the ID of Motherboard and serial number of HDD. If all of these
numbers are changed, [Clone detected] will be occurred and SW license will be not activated.
 In case of VMWare, check the Virtual Mac Address, CPU (manufacturer, model name, speed) and
UUID of VMWare. If any of these is changed, [Clone detected] will be occurred and SW license will
be not activated.
6) If you cannot find [Cone detected] error after did STEP4, release below setting on ACC page. After change the
setting, restart a [Sentinel LDK License Manager] service.

- Uncheck the below 2 options on [ACC page] > [Configuration] > [Access to Remote License Managers]. Then,
click [Submit] button.
1. Allow Access to Remote Licenses.
2. Broadcast Search for Remote Licenses.

7) If you still have a problem after did STEP5, uninstall Hasp [Sentinel LDK License Manager] driver, then reinstall it.

- Delete the current installed driver, then reinstall Hasp driver.

1. Download the attached [haspdinst.exe] file to specific path. (EX> “c:\”)
2. Run [cmd] window as Administrator
3. Enter below commands into [cmd] window.

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SW License Troubleshooting Guide Inactivated License

1) [CMD command] c:\haspdinst.exe –r –kp –purge

2) [CMD command] c:\haspdinst.exe – fr – kp –purge
3) Reboot system
4) [CMD command] c:\haspdinst.exe –i
8) Check the vaccine program in PC. EX) V3, Norton and so on.

- Periodic port check (port blocking)

9) If you still have same problem after restart [Sentinel LDK License Manager] service, send your log files and captured
images to us.

- Log file of Recording Server : C:\Program Files (x86)\Samsung\Recording Server\Log\Repository

- Log file of hasp : C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\log
- Log file of event viewer : Application program and System log
- ACC page(Products): http://localhost:1947/_int_/products.html
- ACC page(Diagnostics): http://localhost:1947/_int_/diag.html
- ACC page(Features): http://localhost:1947/_int_/features.html

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SW License Troubleshooting Guide Installation > Error of installing Hasp driver

04. Installation > Error of installing Hasp driver

CHECK LIST & GUIDE

1) Uninstall and reinstall a driver (haspdinst.exe).

- Download a attached file, and then run below commands on [cmd] window.
1) [CMD command] c:\haspdinst.exe –r –kp –purge
2) [CMD command] c:\haspdinst.exe – fr – kp –purge
3) Reboot system
4) [CMD command] c:\haspdinst.exe –i
2) If you get below error message after did STEP1, run below commands on [cmd] window. (run [cmd] as administrator)

- Error Message: “unable to start hardlock service” or “Error when starting the hardlock service with….”
- [CMD command] sc start hardlock
3) If you did not solve a problem after did STEP2, change the registry information as below and restart [Sentinel LDK
License Manager] service.

- Change the registry values. Change “Start” option to 4 (not 2)

 HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\hardlock : Start=2
 HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\services\hardlock : Start=2
 HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\hardlock : Start=2
- Restart a [Sentinel LDK LicenseManager] service.
 Control Panel > System > Administrative Tool > Services > Sentinel LDK License Manager

4) If you still have a problem after did STEP3, send a captured image of error message to us.

- A captured image is for a popup error of installing driver, not for event viewer.

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SW License Troubleshooting Guide License Activation after format PC / reinstall OS

05. License Activation after format PC / reinstall OS

METHOD #1
1) Backup the license file.

- License file path : C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel LDK\installed\86966

2) Install a hasp driver.

3) Copy the backup license file. (same path of STEP1)

4) Restart a [Sentinel LDK LicenseManager].

- Control Panel > System > Administrative Tool > Services > Sentinel LDK License Manager

METHOD #2
If you offline activate license before, reactivate a license with V2C file(which is issued before) in [Offline SW Activation] menu.

METHOD #3
If you online activate license before, reactivate a license with that V2C file in [Offline SW Activation] menu after download a
V2C file from website of license server.

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SW License Troubleshooting Guide License Activation after low level format / rearrange HDD partition

06. License Activation after low level format / rearrange HDD partition

METHOD #1
If you offline activate license before, reactivate a license with V2C file(which is issued before) in [Offline SW Activation] menu.

METHOD #2
If you online activate license before, reactivate a license with that V2C file in [Offline SW Activation] menu after download a
V2C file from website of license server.

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SW License Troubleshooting Guide SSM License Activation Error

07. SSM License Activation Error

CHECK LIST & GUIDE

1) Do you have a same problem after 5 minutes of SW license activation?

- It needs enough time for activating SW license. (Max. 5minutes)

- This point is especially for license online activation by using mobile tethering.
2) Do you still have a problem of client login after restart System Manager?

- The way to restart a SM service (choose either one of the below two)
1. Restart [System Manager service] on [SSM Service Manager]
2. Control Panel > System > Administrative Tool > Services > SSM System Manager
3) Can you access ACC page?

- ACC page : http://localhost:1947

4) If you cannot access to ACC page, restart [Sentinel LDK License Manager] service.

- Control Panel > Administrative Tool > Services > Sentinel LDK License Manager

5) Activate the SW license again, after restart [Sentinel LDK License Manager] service.

6) If you still have same problem after restart [Sentinel LDK License Manager] service, send your log files and captured
images to us.

- Log file of hasp : C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\log

- Log file of event viewer: application program and system log
- ACC page(Products): http://localhost:1947/_int_/products.html
- ACC page(Diagnostics): http://localhost:1947/_int_/diag.html

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SW License Troubleshooting Guide SSM Service Stop

08. SSM Service Stop

CHECK LIST & GUIDE

1) Is not a [SSM Service] working?

- Restart a [SSM service], then reset IP address which is suitable for current network.
2) If you still have same problem after restart [Sentinel LDK License Manager] service, send your log files and captured
images to us.

- Log file of hasp : C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\log

- Log file of event viewer: application program and system log
- ACC page(Products): http://localhost:1947/_int_/products.html
- ACC page(Diagnostics): http://localhost:1947/_int_/diag.html

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SW License Troubleshooting Guide SW Offline Activation > V2C file error

09. SW Offline Activation > V2C file error

Error is occurred during applying a V2C file.

- Error: Could not generate the license because: Enforcement type is incompatible

If it creates C2V file from License Manager during SSM installation for Offline license activation, it may not be created
intermittently because license service (Sentinel LDK License Manager) does not start. So, when you activate license, check
license service operation previously.

CHECK LIST & GUIDE

1) Can you access ACC page?

- ACC page : http://localhost:1947

2) If you cannot access to ACC page, restart [Sentinel LDK License Manager] service.

- Control Panel > Administrative Tool > Services > Sentinel LDK License Manager

3) If you still have same problem after restart [Sentinel LDK License Manager] service, send below files to us.

- Log file of hasp : C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\log

- Log file of event viewer: application program and system log
- V2C file

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SW License Troubleshooting Guide “Product Key Check Failed” Periodic Message

10. “Product Key Check Failed” Periodic Message

CHECK LIST & GUIDE

1) Did you install the SSM-VM program?

2) Did you activate the VM license?

3) Which part has a problem, physical device as PC or virtual OS as VMWare?

4) Can you access to ACC page?

- ACC page : http://localhost:1947

5) If you cannot access to ACC page, restart [Sentinel LDK License Manager] service.

- Control Panel > Administrative Tool > Services > Sentinel LDK License Manager

6) Do you get below error message after did STEP3?

- ACC page (Products) : http://localhost:1947/_int_/products.html

- Error Message : Disabled due to: Cloning or Clone detected

- When [clone detected] error is occurred, License will be deactivate.

* THE CONDITION OF CLONE DETECTED
 In case of Physical Machine, check the ID of Motherboard and serial number of HDD. If all of these

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SW License Troubleshooting Guide “Product Key Check Failed” Periodic Message

numbers are changed, [Clone detected] will be occurred and SW license will be not activated.
 In case of VMWare, check the Virtual Mac Address, CPU (manufacturer, model name, speed) and
UUID of VMWare. If any of these is changed, [Clone detected] will be occurred and SW license will
be not activated.
7) If you cannot find [Cone detected] error after did STEP4, release below setting on ACC page. After change the
setting, restart a [Sentinel LDK License Manager] service.

- Uncheck the below 2 options on [ACC page] > [Configuration] > [Access to Remote License Managers]. Then,
click [Submit] button.
1. Allow Access to Remote Licenses.
2. Broadcast Search for Remote Licenses.

8) Uninstall Hasp [Sentinel LDK License Manager] driver, then reinstall it.

- Delete the current installed driver, then reinstall Hasp driver.

1. Download the attached [haspdinst.exe] file to specific path. (EX> “c:\”)
2. Run [cmd] window as Administrator
3. Enter below commands into [cmd] window.
5) [CMD command] c:\haspdinst.exe –r –kp –purge
6) [CMD command] c:\haspdinst.exe – fr – kp –purge
7) Reboot system
8) [CMD command] c:\haspdinst.exe –i
9) Check the vaccine program in PC. EX) V3, Norton and so on.

- Periodic port check (port blocking)

10) If you still have same problem after restart [Sentinel LDK License Manager] service, send your log files and captured
images to us.

- Log file of Recording Server : C:\Program Files (x86)\Samsung\Recording Server\Log\Repository

- Log file of hasp : C:\Program Files (x86)\Common Files\Aladdin Shared\HASP\log
- Log file of event viewer : Application program and System log

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SW License Troubleshooting Guide “Product Key Check Failed” Periodic Message

- ACC page(Products): http://localhost:1947/_int_/products.html

- ACC page(Diagnostics): http://localhost:1947/_int_/diag.html
- ACC page(Features): http://localhost:1947/_int_/features.html

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SW License Troubleshooting Guide “ContainerNotFound” message, when move license

11. “ContainerNotFound” message, when move license

CHECK LIST & GUIDE

Remove the license after restart a [License Manager] program.

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