Sentinel Key Troubleshooting

600

No Server Found

This error occurs when the Sentinel Protection Installer program cannot be found on the network. The Sentinel Protection Installer needs to be installed on the server/computer that hosts the Sentinel Hardware Licence Key.

1. Check if the Sentinel Protection Installer has been installed on the machine and is running that hosts the Sentinel Hardware Licence Key.

601

No Key Licences Available, No Key Found, or Incorrect Key Code

This error occurs when the ID for the Sentinel Hardware Licence Key does not match the ID stored in the Licence database. This can indicate that: 

• All licences are in use. If you don't believe this applies, refer to the Sentinel Key - All Licences In Use topic below.
• The key is not physically plugged in correctly
• The key cannot be seen by the host machine.
• The Sentinel Hardware Licence Key was incorrectly entered into the TFS Administration Tool.

1. Re-enter the Key Code in the The Finance Shop Administration Tool. The code is available from the Insula Software Licence Certificate.
2. Check that the key is correctly plugged into the host machine.
3. Check the Hardware Devices tab in Microsoft Windows Server to establish whether the key can be seen. Note: this applies only to USB keys (not Parallel Port keys).
4. Check using Sentinel Medic software.

602

Expiry Date Passed

This error occurs when the expiry date stored in the Sentinel Hardware Licence Key has expired. Before contacting your The Finance Shop administrator ensure that the Microsoft Windows Regional Settings are set to "Australia" and that the Windows calendar date is displayed as dd/mm/yy. This could also be set in User Profiles.

1. Check Microsoft Windows Regional Settings (must be set to Australia).
2. Check the Windows date format (must be dd/mm/yy).
3. Contact your The Finance Shop Administrator.

603

Key Active Flag False

This error occurs when a key is made inactive by Insula Software.

1. Contact Insula Software.

604

Key ID Does Not Match

This error occurs when multiple Sentinel Hardware Licence Keys are connected to the one server/computer when the first key is still in use. The Key ID stored in the licence database does not match the Key ID of the new key plugged into the server.

1. Re-enter the Key Code in the The Finance Shop Administration Tool. The code is available from the Insula Software Licence Certificate.

605

Licence Database Name Does Not Match

This error occurs when the licence database name stored in the The Finance Shop Licence database does not match the licence database name stored in the Sentinel Hardware Licence Key.

1. Re-enter the Pervasive DSN field in the The Finance Shop Administration Tool.

606

Licence Server Name Does Not Match

This error occurs when the server name stored in the The Finance Shop Licence database does not match the server name stored in the Sentinel Hardware Licence Key.

1. Re-enter the Pervasive Server Name field in the The Finance Shop Administration Tool.

607

Algorithm Query Failure

This error occurs when the key does not have vital information correctly installed on it. The key requires re-programming.

1. Return the Sentinel Hardware Licence Key to Insula Software. The key will be updated.

608

Key Excluded

This error occurs when the key has been blocked by Insula Software.

1. Contact Insula Software.

609

Send Heartbeat Fail

This error occurs when there is a communication error between the computer running the Insula Software application and the Sentinel Hardware Licence Key server. This is only an issue if you believe not all licences are in use.

1. Restart the application.
2. Restart the local machine.
3. Contact your IT department to check for network problems.

610

Get Sub-Licence Fail

This error occurs when all of the available licences for a particular module have been used.

1. Restart Sentinel Service.
2. Restart Server.

611

Other

This error occurs when the key has failed for an unknown reason.

1. Contact Insula Software.

612

No Error

This is used internally by Insula Software. This indicates normal key behaviour.