Knowledge Base

Problem

A user reports that their USB hardware dongle (HASP key) is physically broken or no longer recognized, causing all Noldus software to stop functioning.

Details

Applies to any EthoVision XT version using a USB hardware dongle (HASP/Sentinel) for license authentication. Physical damage to the dongle or driver corruption renders the software unlicensed. Resolution requires either a dongle driver reinstall (for driver-related issues) or a physical dongle replacement arranged through Noldus.

Solution

1. First, determine whether the issue is a driver problem or physical hardware failure.
2. To check for a driver issue: download and install the latest Sentinel/HASP driver from the Thales/SafeNet website (search for 'Sentinel Runtime Environment' or 'HASP Driver'). Restart the computer and check whether the dongle is recognized.
3. In Windows Device Manager, look for the dongle under 'Universal Serial Bus controllers' or 'SafeNet Inc.' entries. A yellow warning icon indicates a driver problem.
4. If reinstalling drivers does not resolve the issue, or if the dongle is visibly damaged, contact Noldus Support to arrange a replacement. Provide your license number, a description of the damage, and your shipping address.
5. Noldus will arrange for the faulty dongle to be returned (if required for verification) and a replacement dongle to be issued.
6. Once the replacement dongle arrives, install it and confirm that EthoVision and other Noldus software launch correctly before returning the old dongle if requested.