Product

Pandora^® All

Operating system

Macintosh^® & Windows^®

Symptoms

The most common causes of hardware key issues are:

An incorrectly installed hardware key
Missing or inactivated drivers
Hardware problems
Damaged hardware keys

Solution

A damaged hardware key is the least likely cause of the problem, so it is best to eliminate other causes before requesting a replacement. Technical Support can help you determine what the source of the problem is, but please try the following suggestions prior to calling for assistance.

1. Check to see if the product serial number is being reported as all zeroes.

On the Macintosh^®: From the Apple menu, select About (product name).

On Windows^®: From the Help menu, select About.

If the serial number appears as all zeroes, the computer probably cannot see the hardware key; proceed to Step 2.

If the product serial number appears correctly, there may be a problem with the drivers; proceed to Step 5.

2. Re-seat the hardware key (a USB or iKey™ hardware key has a light that comes on when it’s properly installed).

3. The port may be damaged; try installing the hardware key in a different port.

4. There may be a problem with the workstation; try installing the hardware key and Pandoraon another machine.

5. If you are using an ADB hardware key with a USB adapter, make sure you install the driver for the adapter (available from the adapter’s manufacturer).

6. Whether you are using an ADB, USB, or iKey hardware key, make sure the correct drivers were installed when you installed Pandora. Try doing a custom installation and select just the drivers for the hardware key. If you are unsure what the correct drivers are, please contact Technical Support.

See also

80606

Date submitted

07 Feb 2003