TFS Sentinel Key Troubleshooting

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TFS User Guide - Table of Contents

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General Checklist

The following is a list of general procedures to follow when an error occurs with The Finance Shop or any associated Insula Software products.

Note: Do not perform all at once. Steps 3 and 4 should only be performed by your IT department.

Restart the local application.
Restart the local computer.
Restart the sentinel service on server/computer that hosts the Sentinel Hardware Licence Key. This will disconnect all currently connect users.
Restart the server/computer that hosts the Sentinel Hardware Licence Key.

Sentinel Key Error Codes

The following is a list of Sentinel Key Error Codes that may be displayed.

Error Code	Description	Solution
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.	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.	Re-enter the Key Code in the The Finance Shop Administration Tool. The code is available from the Insula Software Licence Certificate. Check that the key is correctly plugged into the host machine. 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). 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.	Check Microsoft Windows Regional Settings (must be set to Australia). Check the Windows date format (must be dd/mm/yy). Contact your The Finance Shop Administrator.
603	Key Active Flag False This error occurs when a key is made inactive by Insula Software.	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 ="font-weight: normal;">licence database does not match the Key ID of the new key plugged into the server.	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.	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.	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.	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.	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.	Restart the application. Restart the local machine. 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.	Restart Sentinel Service. Restart Server.
611	Other This error occurs when the key has failed for an unknown reason.	Contact Insula Software.
612	No Error This is used internally by Insula Software. This indicates normal key behaviour.

Restart the Sentinel Service

This must be performed on the computer/server that hosts the Sentinel Hardware Licence Key.

Note: This procedure will disconnect all users from the system.

Open Services (Start > Control Panel > Performance and Maintenance > Administrative Tools > Services). The Services program will be displayed.
Select Services (Local). This should be the default selection.
From the Name list, right-click Sentinel Keys Server.
Click Restart.
From the Name list, right-click ="font-style: normal;font-weight: bold;">Sentinel Protection Server.
Click ="font-style: normal;font-weight: bold;">Restart.
Close Services.

Sentinel Monitoring Tool

This application checks for connected sentinel keys.

Open the Sentinel SuperPro Monitoring Tool (Monitor.exe file). The Sentinel SuperPro Monitoring Tool application will display.
Select the connection type.
Click the OK button.
Refresh the screen to view a list of connected sentinel keys and their server location.
Close the Sentinel SuperPro Monitoring application.

Sentinel SuperPro Medic

Download the Sentinel SuperPro Medic from SafeNet (www.safenet-inc.com). As of July 2008, the latest version was 6.3.0.

This application checks for local, standalone, or network sentinel keys.

Open Sentinel SuperPro Medic (C:\Program Files\Rainbow Technologies\SuperPro\Medic\SproMedic.exe)
Select the Server Name/IP or Mode.
Click the Find SuperPro button.
The Status and Description fields will populate if a key is found.

Sentinel Key - All Licences In Use

If all licences are in use when the belief is that licences should be available, the most common causes of this are:

User's who have left their PC on and logged in.
Remote users using terminal services or Citrix that are logged in, or have disconnected, leaving an active session running.

Try the following procedures to ensure users have disconnected correctly:

Check Workstations

Administrators should check if any users have left their PCs unattended and logged in. This can cause a licence to be held by a user but not being used.

Terminal Services Sessions

On the terminal server, open the Windows Task Manager (right-click on the Windows Taskbar and select Task Manager).
Select the Users tab.
If any users are connected when they shouldn't be or there are disconnected sessions, select the user and click Log Off.

Pervasive Monitor

Open Pervasive Software Monitor Utility (Start > Programs > Pervasive > PSQL 10 > Utilities > Monitor).
From the Options menu, select Connect. The Connect To Remote Server dialog will be displayed.
Enter:
- Server Name
- User Name
- Password
Click the OK button. The Connect To Remote Server dialog will close.
From the SQL menu, select Active Connections. The SQL Connection Manager Active Sessions dialog will be displayed. This dialog indicates the connection status of users. By perusing fields such as Connection Status, Active/Idle Period, and Total Connection Time, the administrator can determine if a user is still connected.
For connections that should be removed, select the user from the User Name list and click the Delete Session button.
Click the Close button to close the Pervasive Software Monitor Utility.