Product

Pandora^® all

Operating system

Windows^® 2000

Symptoms

Complete Title: Pandora hardware key (dongle) is not recognized; uninstalling an incorrect Rainbow iKey driver on Windows 2000

If the correct driver for the hardware key is not installed, Pandora indicates the hardware key cannot be found.

Cause

The installation procedure was not followed correctly. Pandora is a hardware-key protected application. The iKey™ USB^® hardware key requires the iKey driver. This driver should install automatically when you install the software. However, sometimes there is a problem with the iKey driver installation on Windows 2000 systems because there are still references to a previously installed driver present. This can happen if the hardware key is inserted prior to the correct driver being installed. If that happens, Windows 2000 assigns a different, incorrect driver to the hardware key.

Solution

Before reinstalling the iKey driver, you must remove all references to previous drivers. At this time, you must manually uninstall the driver to obtain a clean system.

We have not yet determined a method for uninstalling drivers that works in all scenarios. However, following is one method that has worked for many users. If this does not work, please contact the Response Center.

To uninstall the incorrect Rainbow iKey driver:

1. When the hardware key is plugged into the machine, an icon with a green arrow appears on the right side of the Windows toolbar. Double-click this Safely Remove Hardware icon.

Click to enlarge


2. Select the incorrectly installed driver.


3. Click Properties.

Click to enlarge


4. Click Uninstall. If a message appears saying it cannot locate the Driver folder, Inf file, and/or System 32 dll file, find each component on the computer.


5. Click OK to exit the dialog box.

Click to enlarge

See also

80600 80601 80604 80310

Technical contact(s)

Jo Laeveren

Submitted by

Jo Laeveren

Date submitted

15 May 2001