VectorWorks Dongle Trouble-Shooting Document

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1

V
ector
W
orks

Dongle Trouble
-
Shooting Document


by Prot ect ion Team, Nemet schek, N.A.

(
R
evi si on
7

0
1
/
23
/200
8
)



This document was aimed
to cover existing dongle issues,
from installation to
interaction with

VectorWorks which end users/
distributors have fa
ced.


Content:


I. Single Dongle Problems

II. Network Dongle Problems


(A)

FAQ

(B)

Cross Reference Table of LM/HDD versions

(C)

Multiple Licenses & Multiple Dongles

(D)

VW Server Setup Notes

(E)

VW Client Setup Notes

(F)

VW
Common
Protection Dialogs

(G)

Dongle ID Checker Utility

(H)

Rem
ote Update System



There are two types of dongles technically which in turn divides this document into
two main sections:



First type

is individual/single dongles and they always go with B
-
series serial numbers.
One dongle represents one VW lice
nse
only and their color is
purple
.
Further, you may
“hear” some senior employees use the term “pros” for single dongle. That practically
doesn’t mean anything to us!


Second type

is multi
-
license or network dongles. As the name implies they hold some

number of seats; each seat represents one VW license, therefore, each network dongle
can have from one to 1000 license for
VW. Network dongles are
red

and they need to be
programmed before customer usage. Network dongles are used
for VW Educational
versio
n for the most part (this version of the app has different file format and printing
capabilities due to non
-
professional usage).

At last but not least, network dongles always
go with C
-
series serial numbers.


2

Therefore, Single dongles with B
-
series and Net
work dongles with C
-
series; as simple as
that!


I.


Single/Individual Dongle Problems:


FAQ:


1)

Customer has purchased a new computer with the latest operating system or has
upgraded his operating system to the latest version a
nd now the dongle does not
work.


Solution:

Ask the customer if the dongle
lit

when plugged into the USB port of their
computer. If it does not light up, then they have a bad/no dongle driver and must re
-
install
; refer to Problem (2) of this section
.
However, i
f it does

lit
, ask the custom
er for
the version of operating system they are running on this new computer. Then ask
them to use the driver on the CDs or send the customer detailed instructions and a
link to Aladdin’s website to download the latest dongle driver.


i)

Dongle Driver Instal
lation Instruction for Win
XP/
2000:

Now, you want to
download the latest dongle driver, called HASP4_driver_setup.zip. Please
click on this link to download the dongle driver:
http://www
.aladdin.com/support/hasp/hasp4/enduser.asp
. Download this file
to your desktop. Once the file has finished downloading, double
-
click on the
file to extract the files to your computer. Located on the left
-
hand side of the
window is a link to Extract all f
iles. Click on that link. A folder called
HASP4_driver_setup should appear on your desktop. Open this folder. Make
sure the dongle is not plugged into your computer. Then open the file called
HDD32.exe. This will install the latest dongle driver onto your
computer.

Then
plug the dongle in USB port and you should see Windows confirming the new
USB key in a yellow tool
-
tip window beside the clock (during new device
recognition step). The dongle should lit.


NOTE: For Windows users, if they connect the dongle

before installing a driver,
Windows may install a version based in the update program of this operating
system. Therefore, you may need to uninstall any remaining drivers through
control panel before further re
-
installation.


ii)

Dongle Driver Installation I
n
structions for
Mac OS X 10.x

(including 10.4
Tiger)
:

To download the dongle driver, please click on this link:
http://www.aladd
in.com/support/hasp/hasp4/enduser.asp
. Click on the
HDD_Installer_MacOSX.dmg

file

(version 1.9
, released on 3/2006)
. Once this
file is downloaded, make sure you unplug the dong
le from the computer.
Install the dongle driver then plug the dongle into your computer. If
it
light
s up
,
the dongle is working properly.


2)

If the dongle does not
lit

when plugged into the USB port of the computer
.

Solution:

Have the customer download the
latest dongle driver and provide them with
instructions on how to install the dongle driver for the right operating system. (Please
refer to the above dongle driver installation instructions for the appropriate operating
system that the customer is current
ly using.)


3


Note:

Further, when a second device is plugged in to motherboard (sound/stereo or
other USB) while the dongle is in use, it is rare but possible to see the dongle turn off!
So in that case VW will have to restart of even you may need to restart

the PC.


3)

Blinking Dongle
.

Solution:

Have the customer download the Dongle ID Utility

from this link:
http://www.nemetschek.net/dongle/
. If the dongle ID utility does not display the
dongle ID number then

that dongle is bad and needs to be replaced. Have customer
mail the dongle back to us in a padded envelope. Once received, have Carol issue a
new dongle for the customer.


4)

VectorWorks dongle has been found but does not match the one specified by your
ser
ial number.

a)

Solution:

Check the last 6 characters of the customer’s serial number and the last
6 characters of the dongle ID number. The dongle ID number is located above
the
code
, “WEMOR
/WAAWQ
” on the dongle

itself

which will be in an 8 digit
format
. They

could also use the Dongle ID Utility to read the ID

(recommended)
.

If the last 6 characters of the serial number and the last 6 characters of the
dongle ID number do not match, then a new serial number must be created for
the customer.
Make sure that they

are not inter
-
mixing the serial numbers and
dongle
s

if they have more than one. Then, h
ave Carol create the new serial
number for the dongle.

b)

Solution:

If this is under Mac, then try deleting VW preferences under (in Finder)
User/Admin>Library>Preferences
>VectorWorks 12/11 Preferences file. And
startup VW afterwards. This should as for a serial number and it is very likely to
accept the serial number.

c)

Solution:

If the last 6 characters match of the customer’s serial number match the
last six characters of
the dongle ID number, then check the entire serial number.
Make sure that the customer is using a Mac serial number (starting with a
B1
M
USZ) for Mac computers and a Windows serial number (starting with a
B1
W
USZ) for Windows computers.

The bolded character
represents the
operating system used under that serial number (X for cross platform).




I I.
Network Dongle Problems:


(A) FAQ


5)

A user gets a dialog upon launch or afterwards saying:

Network Dongle Protection Error: Program number specified is not in the
p
rogram list
of NET

HASP
4
Memory.

Solution:

This happens when the dongle has not been programmed properly (i.e.
human error involved while setting the dongle up). Have Carol remotely program the
network dongle only if the network dongle is on a Windows co
mputer. If this is Mac
user, they will have to mail the dongle to NNA.


6)

Failed to Start Aladdin device driver. Failed to start a service
in the service control
database.

Solution:

Uninstall the License Manager (LM); Install latest HASP dongle driver; Run
t
he
LM setup again to reinstall it.


4


7)

HASP License Manager cannot find the configuration access program
/contents/MacOS/Imguicfg (This error message usually occurs when customers are
installing the HASP LM on Tiger 10.4 server computer.)


a)

Solution:

Can have
a VW
12.5.0

DVD
sent out to them & have them follow the
instructions located in the Network Licensing folder on how to install the LM and
the fix for the LM for Tiger (10.4).


b)

Solution:

Have them download the dongle driver for Tiger 10.4 and the HASP LM
fo
r Tiger 10.4 to the desktop of the computer.


Instructions:

As of Summer 2006 Aladdin has divided the LM version for Panther
(OS 10.3.9) and Tiger (OS 10.4.X)
.

The user can get the proper License Manager
IMG file based on their server’s OS.
They can use th
e “uninstaller” to take any
previous LM and re
-
install the new LM. Please note and there is no need of using
a HOT_FIX for OS 10.4. Also, they can use the activity monitor (Admin
Processes) to with the “hasplm” running the background.


8)

Network Dongle Prote
ction Error: No recognizable network dongle is connected to
the network dongle server (HASP License Manager). VectorWorks will now quit.


a)

Solution
:
Th
is problem has almost always been seen with HSAP 4 dongles

(along
with VW 11.5.X and later)
. It is a resul
t of Aladdin’s bug in their
HASP

D
evice
D
river
(
H
DD)
which introduces some unknown problem to our communication (i.e.
VW client with LM). We have created a Z
ip

file that contains information on how
to recognize a dongle type (for end users). This Zip file
will be located on new
12.
5.0 DVDs

as well as a public area on Nemetschek, N.A. website
.

This Zip file
will provide two different LM and device drivers

in two separate folders: one for
HASP 4 and other for HASP HL dongles
. Our workaround to this problem i
s to
have HASP 4 users install their specific package for LM and
H
DD.


Alternative
Solution:

Further, y
ou may encounter this error message if the server
computer with the HASP LM and the network dongle are on a different subnet. Ask
the customer if the se
rver computer is on a different subnet than the client computers.
If so, you need to email the customer the nethasp.ini file with instructions on how to
modify the ini file and where to install this file. Everybody should have a copy of the
email Katie sen
t out with the nethasp.ini file. If not, you can download the nethasp.ini
file from Aladdin’s website:
http://www.aladdin.com/support/hasp/hasp4/vendor.asp
.
The file is called, Standard
Nethasp.zip.

For more information on Nethasp.ini please
read the section on “
VectorWorks Client Setup.
´


Important note:
There are those rare occasions where the first 2 previously stated
solutions do not solve the problem. If this occurs, ask the customer

to walk you
through the installation steps for the dongle driver and the HASP License Manager.
Please note that i
f they installed the HASP LM first and then the dongle driver,
they
will get the Network Dongle Protection Error message. Walk the customer th
rough
uninstalling the HASP License Manager and the dongle driver. On a PC for any
version of VW, go to Control Panel>Add or Remove Programs then locate the HASP
Device Driver and HASP License Manager programs. Select them one at a time and
click the Remov
e Button. On a Mac OSX 10.3.9 using the VW 1
2
.5 installation D
VD
,

5

you can locate the HASP License Manager from the Applications folder. Select the
HASP License Manager then drag the application to the Trash. On a Mac OSX
10.4.x using the VW 1
2
.5.
0

(or rece
nt versions) installation
D
VDs
, the HASP License
Manager is running in silent mode.


NOTE:

D
isabling the NetBIOS
option

of the HASP
LM

allows
windows

workstations to remain connected

(in case of frequent disconnection)
, without
receiving the “no dongle o
n dongle server” error.



9)


RUS error message: Wrong HASP ID #

Solution:

The cause of this error message can be from the wrong text file being sent
to the customer when remotely programming a network dongle in the field. To
resolve this problem, check w
ith customer to see if the name of the text file matches
the customer’s dongle ID number. If it does not, you must talk to Carol to have a new
file created and sent to the customer.


10)

RUS error message:
Configuration file does not match the connected HASP
key.
Con
figuration indicates HASP 4 Net
-
20.

Connected HASP type: HASP4 Net
-
5.


Solution:

The wrong type of network dongle key was provided to us from Aladdin.
Talk to Carol or Maryann about obtaining the correct network dongle key for the
customer.


11)

Networ
k dongle is connected to a
Bluetoot
h USB hardware key which is attached
to the server
. The client computers cannot locate that network dongle resulting in the
Network Dongle Protection Error message or the VW software times out after a while
with no error
message.

Solution:

Send the customer the nethasp.ini file with instructions on installing this file
in the root of the VectorWorks folder on all the client computers. Make sure to tell the
customer to enter in the IP address of the server computer in the N
H_SEVER_ADDR
line within the nethasp.ini file.


Important
NOTES:




When users install LM on Windows they MUST allow Firewall rules to be
modified by the LM so that clients can see the server easily.




The LM on Windows MUST be installed as a service.





Whe
n users use the HL dongle driver, after connecting the dongle WINDOWS XP
is likely to
throw another installation dialog such as “Add new Hardware”. User
must cancel these dialogs or their driver may be overwritten.




HASP LM
on
Mac OSX run
s

in silent mode.
That means that no application file is
placed in the Application folder of the OSX operating system. To check to see if
the HASP LM installed properly on the computer, open the
hard

drive icon on the
desktop. Open the Applications folder. Then open the Uti
lities folder. Open
Terminal. At the prompt, type in:

-

cd /usr/libexec. Next, hit the
Return

key.

-

Now, type in: ls. There should be a listing for the HASP LM called hasplm.



6



Alternatively
, you can open “Activity Monitor”

application from under utility

application and
choose all processes; then
sort process listing by
Name or User.
You should find
hasplm

which indicates the license manager is running actively
on this machine.




The new HASP HL network dongles will not work is multiple HASP LM
s

are on
the

network at the same time.





When clients are on different subnets, broadcast parameter of Nethasp.ini must
be disabled.



(B)
Cross Reference Version Table




The DRS has the most up
-
to
-
date info for dongle driver compatibility
. Please see this:


http://thirdparty.nemetschek.net/distributors/vw_info.php#DongleDriverVersions2008




LM 8.31 & Dongle Driver 5.20
.x.x

Windows

HASP 4
/
HASP HL

users


Download @

ftp://ftp.aladdin.com/pub/hasp/new_releases/driver/HASP4_driver_setup.zip


LM 8.
30

& Dongle Driver
1.9
1

M
ac

HASP 4
/

HASP HL

users



Download @

ftp://ftp.aladdin.com/pub/hasp/hl/mac/HDD_Installer_MacOSX.dmg



Dongle
Physical length

(end to end including the USB part)
:


HASP 4 = 2 inch

or 50 mm

HASP HL = 1.5 inch or 37 mm



(C)
Multipl
e Licenses

& Multiple Dongles
:



Multiple L
icense
M
anagers

can cause VW clients to lose direct communication with
appropriate Server station; obviously, only one workstation has the right dongle
;

and
only
that station should have LM.

No Multiple Dongl
es per workstation or per sub
-
net. Even though
Aladdin claims

the LM
can handle more than one dongle, it is not recommended to have more than one dongle
associated with a LM per subnet.


Q:

As a follow up to our install...can the v11 dongle and the v12 do
ngle and software co
-
exist on
the same license server?

A: NO! NO! NO!
These versions conflict with each other when installed.



7


(D) VectorWorks Server

Setup

Notes
:



Server is the workstation which holds the dongle and runs LM.
It is best that the
ser
ver should not be used to run VW.
According to Aladdin, some workstations cannot
see the LM service running on itself. Even if the user tries to specify t
he
loop
-
back

address (127.0.0.1)
for VW to use the server to run VW may still not work. Aladdin does
n
ot provide any reasoning to this. It may depend on the network card of that specific
workstation.



There is a k
now
n

issue

with
Windows Server 2003 having the dongle and the LM. In
this case VW client
s

tend to start up but they either freeze for HL do
ngles or throw
“Network Protection Error” dialog

for HASP4 dongles.
Aladdin is investigating client
-
server communication when Win Server 2003 serves a subnet.



Perhaps the easiest setup is to have a Win XP workstation to have the LM and dongle
install
ed. We have seen Macs, XP and Win 2000 clients to run VW fine without
intermittent

(with an XP server)
.
However, network traffic and different sub
-
net setups
may easily alter the ideal case. That’s when ini files come into the game in order to
specify the
IP address of server.
For more info on ini files see VW Client setup.




In case you want to suggest a user to re
-
install LM and dongle driver for an HL on
Windows

platform
(which most
of intermittent issues popup from)
, you can either email
the latest

LM or direct the user to download it from the web. The key here is that HL
License Manager

(currently V 8.31)

will install the dongle driver automatically afterwards.
Hence the user should have no driver/LM installed

and no dongle attached; after
installa
tion user should restart the PC and avoid any Windows Hardware Configuration
setup that may pop up.



As you may know
,

Firewalls
should be
OFF!
Sometimes they turn
ON
; d
epending on
administrator’s operations
.

So if you find a user cannot launch VW and

gets a dialog
about
“unrecognizable serial number” (or similar message) while they were able to
launch VW before, make sure they have their Firewalls OFF and network nodes can
send packets without any interruption.
Make sure

pinging


is possible both way
s
; hence,
the server should be able to send packets to all clients and vise versa
.



Moreover, users tend to switch the USB port they use for dongle connection. On
some hardware including Mac/Win Laptops and Keyboard,

these ports behave differently.
S
o, if user setup their dongle with a certain port on their Laptop
,
when they change the
port
and light does not come on, then they should use the same port and avoid any
further hardware configurations. Also, Keyboard USB ports are typically hazardous

(esp
ecially with KVM switches)
.


(E) VectorWorks Client Setup Notes:


A common pitfall for some users is that the “client” workstation needs the dongle driver!!
This is not true. The only thing the client workstation needs is VectorWorks, a
corresponding seri
al number for the dongle at server end and appropriate Ethernet
connection.


INI files are external scripts, designed by Aladdin to give more flexibility for each client
that runs a protected application (VectorWorks in our case). … LM errors and warnings


8


Multiple .ini files: The number of .ini files should not be more than one, on the client side.
Otherwise it can create unpredictable conditions. Further, installation of Aladdin Monitor
creates a second .ini file which can cause a problem for the client.




nh_server_addr:

Possible values <address1>, <address2>

Description Set IP addresses of all the HASP License Managers you want to search.
Unlimited addresses and multiple lines are possible.

Possible address format examples include: IP address: 192.11
4.176.65


nh_server_name:

Possible values <name1>, <name2>,...

Description Communicate with the HASP License Manager

with the specified name(s). Maximum: 6 names, up to 7 characters each (not case
-
sensitive).


nh_tcpip_method:

Possible values TCP, UDP

Des
cription Send a TCP packet or a UDP packet. Default setting is UDP


nh_session:

Possible values <number>

Description Set the maximum length of time during which the protected application tries
to establish

communication with the HASP License Manager. Defau
lt value is 2 seconds


nh_send_rcv:

Possible values <number>

Description Set the maximum length of time for the HASP License Manager to send or
receive a packet. Default value is 1 second.


Note: When method is TCP, tcp_broadcast parameter should be disabl
ed.



(F)
V
ectorWorks

Common
Protection Dialogs:

(under
development for 12.5
)


There are a number of dialogs which are more common in alerting users with associated
problems. Some of these dialogs are too general and need some
clarification;

however,
thes
e dialogs are under a break down project for future VW versions.
Some of common
dialogs are listed below:


When you get
:


The serial number is invalid or there are no more network licenses
available


one of these is taking⁰laceW



A bad SN is in place.

B.

Net
work Licenses/seats are at full capacity.

C.

LM is not visible to VW client workstation on the network.

In this case
Client
workstation cannot see
VW server due to cable cottage, firewall or out
-
of
-
subnet
workstations (i.e. the server is located in another su
bnet.



9

When you get:
"

Net work Dongle Protection Error:
No recognizable network dongle
is connected to t he network dongle server (HASP License Manager)"

t
he following
has happened:

A.

No dongle attached.

B.

Bad version of dongle driver or LM.

C.

Attached dongle i
s missed program
med or not valid
.


The user is very likely to be a HASP 4 owner; hence they should get the right version of
D
ongle
DD and LM to work around this issue.




(G)
Dongle ID Checker


This utility displays a lot of useful information for trouble
shooting
network dongle problems
-

primarily the programmed seat count for a
locally connected network dongle. It is currently a test version
available only for Windows Vista 64 and 32 bit versions as well as
previous Windows versions.




http://thirdparty.nemetschek.net/distributors/NOT_IN_P4/DongleIDWin.zip


(H
)
Remote Update System (RUS) Notes and Tips:




10

Always grab the right driver for the right dongle. If you hav
e an HASP4 and you cannot
launch RUS client, then uninstall the driver and
re
-
i nstal l HASP4

Device Driver from
Aladdin’s support site.


Further, a common problem is that a distributor reports on “not being able to launch
RUS” while they are sure about HAS
P 4 driver being installed. In this scenario it is likely
for a human error to be involved. NNA’s marketing department sends the RUS
executable that works with either HASP 4 dongles OR HASP HL dongle but NOT both at
the same time. So,
if the distributor ha
s the RUS and cannot execute it, you will have to
see what type of dongle they are trying to program. So, if it is HASP 4, check with the
marketing (Marianne/Carol) if that specific distributor was expected
to program their
HASP 4 dongles and not HASP HL.


This is what you should see when you open the NNA prepared zip file for remote
programming a dongle:





After unzipping the main file from NNA you should see
f our f i les
-

the text file named
“5252B06A.txt” is a variable name and it depends on the dongle

ID you sent to NNA for
remote programming. Please pay attention to the dongle type before sending this ID as
you need to specify what type of dongle you are asking for remote programming

(i.e.
HASP 4 or HL)
.


Dongle
Physical length

(end to end including t
he USB part)
:


HASP 4 = 2 inch or 50 mm

HASP HL = 1.5 inch or 37 mm


.... The Dongle Trouble shooting document (article 325 of interanet) goes over what the
RUS is in NNA's dongle based protection system; here we want to address a common
but yet mis
terios issue regarding the RUS and our Internationl coordinators/sales.


When remote programming a dongle, the type of dongle is choses which is H4 or HL and
then NNA runs the approapriate application to set a password txt file which has the same
name as
the TARGET dongle id at the remote site; then this file along with "Remote
Update System.EXE" is sent to the site and they attach the dongle and run RUS....



11

the typical problem is always one but there are two solutions!! And only one works.


Problem: Use
r attaches the dongle and runs RUS ... the the RUS disapears after a
second!


Solution 1: The old answer is that the user has a 'new' driver
-

they must have a HASP 4
driver and not a HL. This is a typical and works fine for the most part.


What if this d
oes not work and the user/distributor keeps getting back to us? Well, we
could have replaced
-
human error
-

our dongle programming tools or the RUS with the
opposite type.


Solution 2: Has two parts
-



PART I:


Test the zip file sent to distibutor/user .
.. unzip it on a test machine (this is best on
Merrianne's PC or Carol's or Tara's) and put a WAAWQ or targeted type of dongle in
USB ... run the RUS inside the unzip folder .... if RUS does not come up then you have a
BROKEN
-
or
-
WRONG type of RUS.....


P
ART II:


The only hakish solution is to grab another RUS.exe from a back up folder for that type of
dongle and run PART I again ... you are liekly to run it this time.....


RUS or Remote Update System.EXE is on several machines in sale as well as
Protecti
on Team back DVD and the Protction team volume on
\
\
nnafiles
\
engineering
\
EngineeringLibrary
\
Protection
\
HASP or DONGLE folder ..


Good luck