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Answers
| 1. |
My new computer does not have a parallel
port, only a USB port. How can I exchange my black parallel
lock (dongle) for a USB lock?
First, please contact us by email, software@rocscience.com,
and let us know that you wish to exchange your existing black
parallel lock for a USB replacement lock. There is a $50.00
USD charge for each lock, plus a shipping/handling fee to send
you the new lock. You will be asked to provide a credit card
for this charge. Your existing black lock must be returned by
a traceable method and the package marked for customs purposes,
"Returned goods, no commercial value".
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| 2. |
I have just installed my software on a new
machine and have my lock attached to the parallel port. I now
get the message, "No hardlock found". What do I do?
You may be now using a more recent operating system than when
you first purchased the software. You must go to our Hardlock
Driver Download page and download and install the latest
Windows Hardlock Driver. If you are using an older version of
our software, you may need to upgrade to run the software on
your newer computer with its newer operating system.
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| 3. |
I get a hardlock not found error. What do
I do?
Here are some things to try if you are having problems
with your Rocscience software finding the hardlock:
| 1. |
If you are using one of our old hardlocks which is beige in color
(our new hardlocks are black)
to run a current version, contact us
at software@rocscience.com
or +416-698-8217 to arrange to have
a black parallel or USB hardlock
sent to you. The beige hardlocks
are no longer supported. There will be a shipping/handling charge,
payable by a credit card.
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| 2. |
Make sure the USB or parallel hardlock is firmly attached
to a functioning USB port (USB hardlock)
or printer port LPT1
(parallel hardlock). In the
case of a USB key, the red light on the
end of the key should be on
and not blinking. If you are not sure
whether the port is functioning
correctly, see 11and 12.
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| 3. |
If you are trying to run the software from a desktop link,
try running
the software from the Start Menu
(Start…All Programs…Rocscience).
We’ve had reports of desktop
links having the Compatibility setting
changed by Microsoft updates.
This change will result in the hardlock
not being found. To check the
desktop link, right click on your desktop
link and choose Properties.
Go to the Compatibility tab. In the
Compatibility mode area, make
sure the Run this program in
compatibility mode for:
checkbox is UNCHECKED. If running the
program from the start menu
works, you might also want to delete
your shortcut and create it
again.
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| 4. |
On some laptops, when the laptop is running on battery power,
the programs do not start and
hang on the splash screen. This is
an unresolved problem but we
suggest that you try installing the
latest Microsoft libraries.
See the following FAQ:
http://www.rocscience.com/support/SlideAnswers.asp#1
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| 5. |
Download and install the latest program updates from our
website: http://www.rocscience.com/downloads/Downloads.asp
After installing the update,
try running the software.
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| 6. |
Uninstall the currently installed hardlock driver (if the
driver
is installed) and reinstall
the latest driver from the Rocscience
website. To uninstall the current
driver, you can find the driver
under Hardlock Device Driver
in the Add/Remove Programs
option of your Control Panel.
Reboot your computer after you
have uninstalled the driver.
Download and install the latest
hardlock driver from our website:
http://www.rocscience.com/downloads/hardlock.asp
After installing the new driver,
try running the software. If the
software still does not run,
try installing and running the Hardlock
Diagnostics Tool. You can
download this tool from the same web
page as the driver. Instructions
for running the tool are located in
a PDF file that comes with the
tool.
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| 7. |
In each of the above cases, make sure you install the driver
or update after you download the
files. Both the program update
and the hardlock driver are
self-contained installation programs
that you run by double-clicking
on the file.
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| 8. |
Make sure that your hardlock is the only parallel or USB
device attached to the computer. Remove
all other hardlocks and printers
by unplugging them while the
computer is turned off. Start the
computer and try the software.
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| 9. |
If you are using Windows 95 or Windows NT and have a USB
hardlock, it is not supported.
You require a parallel hardlock on
Windows 95 and Windows NT.
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| 10. |
If you are using Windows 98, 98 second edition, or Windows
Me, and have a USB hardlock, make
sure you have all the latest service
packs installed. Initial releases
of Windows 98 did not properly
support USB devices.
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| 11. |
If you have a USB hardlock, check to make sure that the
USB port is
properly installed. In some
cases, when upgrading a computer from
an earlier version of Windows
or if the port is physically damaged,
the port is not properly installed.
To check the port, do this:
| a. |
Go to your desktop and right-click on the My Computer icon. |
| b. |
Select the Properties option. |
| c. |
In the dialog that comes up, select the Hardware tab. |
| d. |
Click on the Device Manager button. |
| e. |
In the tree control, look for Universal Serial Bus Controllers. |
| f. |
Expand Universal Serial Bus Controllers by clicking on the + sign beside it. |
| g. |
There should be three list items for i) Aladdin USB Key, ii) USB Universal Host Controller and iii) USB Root Hub. |
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| 12. |
If you have a parallel hardlock, check to make sure that
the parallel
port is properly installed.
In some cases, when upgrading a
computer from an earlier
version of Windows or if the port is
physically damaged, the
port is not properly installed.
To check the port, do this:
| a. |
Go to your desktop and right-click on the My Computer icon. |
| b. |
Select the Properties option. |
| c. |
In the dialog that comes up, select the Hardware tab. |
| d. |
Click on the Device Manager button. |
| e. |
In the tree control, look for Ports (COM&LPT). |
| f. |
Expand Ports (COM&LPT) by clicking on the + sign beside it. |
| g. |
There should be an entry in the list for a Printer Port (LPT1) and there should NOT be a red X beside it which means the device is not functioning. |
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| 13. |
Check the hardlock and software on another computer. If
it works then either there is a problem with the port (see 11and 12) or
some device conflict that prevents the hardlock from being recognized.
To check for device conflicts:
| a. |
Click on Start. |
| b. |
Click on Run. |
| c. |
Type in msinfo32 and press OK. |
| d. |
In the System Summary, expand the Hardware Resources tree by pressing the + beside it. |
| e. |
Select Conflicts/Sharing. Contact your systems administrator if
you have conflicts that you may think could be causing the problem. |
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| 14. |
A small number of users have experienced problems accessing
the Hardlock key. In cases where this has occurred, the following
procedure resolved the problem. The search for the Hardlock key
needs to be expanded. To accomplish this, one of the following
environmental variables needs to be set:
SET HL_SEARCH=278i,378i,3BCi
or
SET HL_SEARCH=278e,378e,3BCe
“ i ” is for bi-directional port and “ e ” is for ECP/EPP ports.
Also the HL_SEARCH variable directs the Hardlock software to
search the local port instead of the local port and the network
for a Hardlock.
To set these environmental variables in Windows 2000/XP,
follow the procedure listed below:
| 1. |
Click Start|Settings|Control Panel. |
| 2. |
Double-click the System icon. |
| 3. |
Click the Advanced tab. |
| 4. |
Click the Environment Variables... button. |
| 5. |
In the User variables for (user currently logged
on this computer, e.g. administrator) section,
click the New... button. |
| 6. |
In the Variable Name text edit box, type SET HL_SEARCH. |
| 7. |
In the Variable Value text edit box, type 278i,378i,3BCi or
278e,378e,3BCe depending on the type of ports that you have.
We recommend that you consult your IT staff if you are unsure
of this information. |
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| 15. |
Contact Rocscience (see 1) for a replacement hardlock.
If you are currently using
a parallel hardlock, consider switching to a USB key.
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