Alt text

Common Error messages

Dongle not found (ERROR 33)

When you receive this error message, after starting an Innovyze product, you need to run the Licence Key setup to select the proper licence/dongle to use with this software. It indicates that there is no dongle on the location specified in the Licence Key Setup.

If this problem persists after changing the Licence Key Setup try one of the solutions below.

Full error message:

Dongle not found. Make sure the correct dongle is connected to the machine, if it is, contact Innovyze.

If you are using a Hasp dongle, then this (below) describes the problem that was encountered:

(HASP HL Error 33) Communication error between API and local Sentinel HASP Licence Manager

Solution

If you are certain the Licence Key setup is configured properly, it is probably a driver problem. There are a few things you can try:

In case the dongle still doesn't show up in windows, you should try the dongle on a different computer to rule out a software problem on that one computer.

If the problem persists, contact Innovyze or Inneautech.

Alt text


Licence in use (ERROR 3)

This error occurs when the number of users trying to connect to the dongle/licence exceed the amount of seats on the dongle/licence. The message below shows an example of a software licence with 1 seat in use, the second user connecting will get this message.

For software licences it could be that the licence was borrowed from the floating Licence Manager. It needs to be returned before other users can use this licence. If the Licence key setup was configured to get the software licence 'On demand', another user has the program opened.

Full error message:

Dongle not found. Make sure the correct dongle is connected to the machine, if it is, contact Innovyze.

If you are using a Hasp dongle, then this (below) describes the problem that was encountered:

(Soft Licence Error 3) No licences to check out

Alt text


Dongle upgrade (ERROR 55)

The dongle keeps a count of the upgrade files that have been applied. If for any reason a .v2c file, issued by Innovyze support, isn't applied to their dongle or licence then no future .v2c files will work. This is a feature of the new style dongles incorporated by the manufacturer of the dongles. It is vital to appreciate that all keyfixes for new styles dongles have to be applied in the order they were generated by Innovyze support. Miss one, and no future .v2c files will work unless a .c2v file (short for customer to vendor) is sent back to Innovyze support to synchronize the dongle with the update mechanism.

Solution

If you encounter this error, you will need to create a status file (.c2v) and send it to inneautech or innovyze. The steps are described in this guide: Dongle upgrade .c2v status file (new style)

Full error message

Error (HASP HL Error 55) Trying to install a V2C file with an update counter that is out of sequence with update counter in the Sentinel HASP protection key. The first value in the V2C file is greater than the value in the Sentinel HASP protection key.

Alt text


Not licensed to run

This error indicates that you are not licensed to run the product you tried to start. It also indicates that a dongle is found but the licence requiered to run this product is not on this dongle.

Solution

Run the Licence Key setup to select a proper/other licence/dongle to use with this software.

Note

You are not licensed to run InfoWorks / InfoNet.

Would you like to run the demonstration version?

Alt text


Single Use hardware key [ArcGIS dongle]

If the Geoplan of the Innovyze product is set to ArcObjects and there is no ArcGIS licence/dongle available on the computer, the following errors messages will be shown.

Solution

Two messages are displayed and the program will close itself:

First error:

The Single Use hardware key has not been installed on this system, or has been removed.

Alt text

Second error:

Unable to communicate with the Single Use hardware key, exiting.

Alt text