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TECHNICAL SUPPORT


ERROR MESSAGES

  "Program has expired"  
  "Program requires reactivation"  
  "Unable to open configuration file"  
  "Loading Error - Serial Number read failure"  
  "Loading Error - Invalid Serial Number"  
  "Invalid Instructor Password"  
  Hardware key error messages on a network  
  Hardware key error messages on a standalone computer  
  Help Topics are not displayed on networked workstations  


Contact Technical Support






"PROGRAM HAS EXPIRED"

If this message appears, your application has NOT expired, but instead, needs to be reactivated. For SIMUMKT Versions 5.0 and 5.1, you will need a free software patch, so please contact Technical Support. For other applications, please fill out our Reactivation Request Form. We will then email you a link to download a utility program that will automatically reactivate your software. You may also request the reactivation by phone.

When contacting Technical Support by phone, please be prepared to provide the following information:

  1. Licensee name (school, organization, or individual)
  2. Address or campus where software is installed
  3. Application name
  4. Application version

Note: The patch and reactivation program can be sent only to the software licensee per our records.



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"PROGRAM REQUIRES REACTIVATION"

If this message appears, please fill out our Reactivation Request Form. We will then email you a link to download a utility program that will automatically reactivate your software. You may also request the reactivation by phone.

If contacting Technical Support by phone, please be prepared to provide the following information:

  1. Licensee name (school, organization, or individual)
  2. Address or campus where software is installed
  3. Application name
  4. Application version

Note: The patch and reactivation program can be sent only to the software licensee per our records.



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HARDWARE KEY ERROR MESSAGES - NETWORK


Hardware key not found (Error Code 3)

If you receive this error message when running an application directly from the server, please check the following:

  1. Confirm the key is properly inserted in a USB port.
  2. Be sure the green or red LED at the end of the USB key is ON.
  3. If the LED is OFF, remove the key, then reinsert it. Then, wait about 30 seconds and rerun your application.
  4. Use Device Manager to determine if the key is listed as Safenet USB Superpro/Ultrapro under Universal Serial Bus controllers,

If you receive this error message only from a client workstation, it is normally caused by either the IP configuration or the hardware key drivers.

An IP configuration problem is caused by one or more of the following:

  1. Subnet Mask address for server and clients don't match *
  2. Default Gateway address for server and client don't match
  3. DHCP not enabled on client workstation
  4. UDP Port 6002 not accessible (probably blocked by a firewall)
* If it is necessary to run the clients and server on a different subnet address, then your server name must be added to the configuration settings of each application. A server name editor, called SvrEdit, will allow you to input the name or IP Address. This editor is included on the CD-ROM for your software, if purchased after June 2009. If purchased prior, please contact Technical Support. For instructions on using this editor, refer to the Network Hardware Key Installation instructions accompanying the hardware key, which was shipped with your software (download pdf).


A hardware key driver problem is usually caused by one of the following:

  1. Incomplete installation of the application
  2. Driver file is corrupted
  3. Sentinel Protection Server service is not running


If the Sentinel Protection Server service is NOT running, then start it. If it is running, then reinstall the drivers on the server, as follows:

  1. Remove hardware key from server.
  2. Run the file Sentinel Protection Installer 7.6.x.exe, located in the folder  X:\Program Files (x86)\Common Files\Simutech (or for 32-bit servers, in  X:\Program Files\Common Files\Simutech). Note: If this file is not found, STOP and contact Technical Support.
  3. When prompted for the type of Program Maintenance, select Remove.
  4. When removal is complete, click the Finish button. (Note: It is not necessary to reboot/restart your server when prompted).
  5. Rerun Sentinel Protection Installer 7.6.x.exe.
  6. When prompted for the Setup type, select Complete.
  7. If a Window Firewall is detected, you will be prompted to allow the installer to modify these setting. Click the Yes button.
  8. When installation is complete, click the Finish button. (Note: It is not necessary to reboot/restart your server when prompted).
  9. Reinsert the hardware key into a USB port on the server.
  10. Try to rerun the simulator application from a workstation. If the application still fails to run, then contact Technical Support.



Hardware key not found (Error Code 60)

This error message may occur when the server name or IP Address that you selected, using the server name editor SvrEdit, is not recognized by the network. Recheck the Server Name or IP Address.

This error message may also occur when the server is not responding from the client workstation or the client has "timed-out". Confirm the server is running.


Hardware key not found (Error Code 61)

This error message occurs when the server name or IP Address that you selected, using the server name editor SvrEdit, is not recognized by the network. Recheck the Server Name or IP Address.


Hardware key not found (Error Code 70)

This error message occurs when all licenses are currently in use. Depending on the network license that was purchased, the maximum number of concurrent users or connections is either 10, 25, or 50. However, this number may be less if your server is using a non-server operating system, such as Windows 7, 8, 8.1, or 10.


Hardware key not found (Error Code 71)

This error message occurs when the network connection with the server is lost. Check the connection.


Hardware key not found (Error Code 74)

This error message usually occurs when the hardware key driver is missing or is inoperative.



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HARDWARE KEY ERROR MESSAGES - STANDALONE COMPUTERS


Hardware key not found (Error Code 3)

  1. Confirm the key is properly installed in a USB port on the computer.
  2. Be sure the green or red LED at the end of the USB key is ON.
  3. If the LED is OFF, remove the key, then reinsert it. Then, wait about 30 seconds and rerun your application.


Hardware key not found (Error Code 12)

This error message occurs when the drivers for the key are NOT installed. Reinstall the drivers as follows:

  1. Remove the hardware key from the computer.
  2. Run the file Sentinel Protection Installer 7.6.x.exe, located in the folder  C:\Program Files (x86)\Common Files\Simutech (or for 32-bit computers, in  C:\Program Files\Common Files\Simutech). Note: If this file is not found, STOP and contact Technical Support.
  3. When prompted for the type of Program Maintenance, select Remove.
  4. When removal is complete, click the Finish button. (Note: It is not necessary to reboot/restart your computer when prompted).
  5. Rerun Sentinel Protection Installer 7.6.x.exe.
  6. When prompted for the Setup type, select Complete.
  7. If a Window Firewall is detected, you will be prompted to allow the installer to modify these setting. Click the Yes button.
  8. When installation is complete, click the Finish button. (Note: It is not necessary to reboot/restart your computer when prompted).
  9. Reinsert the hardware key into a USB port on the computer.
  10. Try to rerun the simulator application. If you still receive an error message, then contact Technical Support.



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"UNABLE TO OPEN CONFIGURATION FILE"

When launching the software, if you receive a message Unable to open CONFIGURATION file!, then the sharing properties for the application are not properly set on the server. See Security Settings.

If you receive this message on a standalone computer, please confirm that the computer's firewall is not blocking the application from accessing or writing to this file.



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"LOADING ERROR - SERIAL NUMBER READ FAILURE"

When launching the software on a standalone computer, if a non-administrator user receives a message Loading Error - Serial Number read failure, then security permissions may not be set properly. See Security Settings.



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"LOADING ERROR - INVALID SERIAL NUMBER"

When launching the software, if you receive the message Loading Error - Invalid Serial Number, then do the following: Using Windows Explorer or File Explorer, browse to: "C:\Users\[username]\AppData\Local\VirtualStore\Program Files (x86)" and see if there is a "Simutech" folder. If it's present, then delete the folder.



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"INVALID INSTRUCTOR PASSWORD"

Please note that each application is shipped without a password. Therefore, when you log-on as the instructor for the first time, you will be prompted to create one. Passwords are case-sensitive, so try entering it in a different case.

If an instructor forgets his password, a new instructor doesn't know the password, or you continue to receive an "Invalid Instructor Password" message, refer to the following:

WINDOWS VERSIONS
Contact Technical Support for a temporary password. Normally, you will need to provide the application's serial number, which can be found printed on the application's CD-ROM. The temporary password can be provided only to authorized employees of the application's licensee on file.

DOS VERSIONS
The application's configuration file must be reinstalled by performing a copy of the file [PROGRAM-NAME].CNF  from your original application disk to the workstation's directory. For example, to reinstall the SIMUAIR configuration file, you would re-copy SIMUAIR.CNF

If you have any difficulty, contact Technical Support for assistance.



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HELP TOPICS ARE NOT DISPLAYED

Due to Microsoft Security Updates 896358, 890175, and 840315, the help topics may not appear when you select a help menu from a networked workstation. There is a "workaround" solution, which, unlike previous workarounds from Microsoft, won't compromise the security of your network or workstations. However, this requires changing the Windows Registry on each networked workstation. As an alternative, you can upgrade your software to our latest versions, which display the Help menus properly. Contact our Sales Dept for upgrade information.

WARNING: This procedure should be performed only by Advanced Users with Adminstrator rights.

Using Regedit.exe, make the following changes to the registry of each networked workstation:

  1. Backup the Registry in the event it becomes corrupted.
  2. Open the existing key:
    For Windows XP/Vista/7/8/8.1/10, 32-Bit: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\HTMLHelp
    -or-
    For Windows XP/Vista/7/8/8.1/10, 64-Bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\HTMLHelp
  3. Open the key 1.x, click your right mouse button and then select New and Key from the menu.
  4. Name this new key:   ItssRestrictions
  5. Create a new string value and name it:  UrlAllowList
  6. For the string value, enter:   \\[Host server name]\[shared folder]\;file
Refer to the example below:

Example - New registry key


For further information, refer to Microsoft Article ID 896054 at http://support.microsoft.com/kb/896054


If this registry change does not work, try adding the key "MaxAllowedZone", although this is a lower-security solution. Refer to Microsoft Article ID 896358 at http://support.microsoft.com/kb/896358



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CONTACT TECHNICAL SUPPORT


Submit a Support Request

Phone:
     (800) 927-9076   (USA and Canada)
     (503) 649-9076   (Local and International)
     Technicians available from 8:00am to 5:00pm Pacific Time (M-F)
     24-hour voicemail

Fax:   (503) 649-8972

E-Mail:   support@simutechsystems.com




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Last update: 04/26/17