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Troubleshooting |
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Troubleshooting |
If you are experiencing difficulties with the dongle then your first step should be to test the dongle by using the Report Dongle Information utility in OrcaDongle. If the dongle has been correctly set up this should give details of the current number of licences on the dongle and the current access mode for the dongle. Check that there is a licence for the program you are running. If no dongle information is available then double check that you have set up the dongle correctly.
If the machine is hosting a dongle (it has a local access mode dongle or it is a dongle server machine) then it will require an up-to-date dongle device driver. In some cases, installing the latest dongle device driver may solve the problem. The latest drivers are available from the manufacturer's web site: www.aladdin.com/support/hasp/enduser.asp.
If the machine is trying to access a dongle over the network, and after trying the above on the dongle server machine, there is still no response from the dongle you should install and run the Monitor program. The Monitor program can be installed from the Orcina installation CD (\Dongle\Network\aksmon32-setup.exe) or downloaded from our website (www.orcina.com/wp-content/uploads/Dongle/aksmon32-setup.zip). Run the Monitor on a machine on the network that is experiencing the problem and click on the protocol that your network uses. The dongle server should be listed, if not then you have a problem with your network. If the dongle server is listed then click on it and you should see a list of all activated licences showing which users have currently booked out licences and how much of the timeout period remains. If the dongle is removed, the server crashes or the network fails (continuously, or for more than a few brief periods) then the program will be unable to verify that its licence is current and will warn the user and eventually terminate.
If you are still unable to resolve the problem then please contact Orcina. We will normally ask you to email us an error log file.
An Orcina program generates an error log whenever an error occurs. The file is named OrcLog.txt, and contains important diagnostic information which Orcina can use to help solve the problem. It may be located as follows.
Earlier releases (OrcaFlex prior to 9.1, OrcaLay prior to 3.3, OrcaBend prior to 4.4) write this file to the folder into which the program was installed (the folder containing the program — e.g. for OrcaFlex this is usually C:\Program Files\Orcina\OrcaFlex\).
More recent releases write this file to %appdata%\Orcina\<program name>, where <program name> represents OrcaFlex, OrcaLay, OrcaBend, etc. The location of the %appdata% folder will depend on the version of Windows in use and the way the machine has been set up: the easiest way to open the folder containing the OrcLog file is to press the Windows key and the 'r' key simultaneously to open the Windows Run dialog, then enter "%appdata%\Orcina" (without the quotes) when prompted and navigate to the appropriate folder (OrcaFlex, OrcaLay, etc) in the Explorer window which is opened.