Section 1 - Troubleshooting HASP errors
You may receive a HASP-related error during the installation process or when attempting to launch the application. Below you will find a list of the errors that have been reported to us, together with the solutions for these errors.
Error code 7 (H0007)
HASP key not found (H0007)
This error code may be caused by other HASP dongle protected programs. Please close down all HASP-related programs (i.e. EnCase, Smart Mount) and reinstall Intella.
Error code 27 (H0027)
Terminal services detected, cannot run without a dongle (H0027)
This error code may be triggered because you are trying to use Intella via a remote desktop connection. Intella will only run via a RDP or terminal session with the dongle plugged into the machine running Intella.
Error code 33 (H0033)
Unable to access HASP SRM Run-Time Environment (H0033)
HASP Error 33 means that the Sentinel LDK license manager is not running, or the dongle driver has been blocked or deleted.
- Check the status of the Sentinel LDK License Manager service (hasplms.exe) in Windows Task Manager or Services. If it has been stopped for any reason, try starting the service to see if that fixes the issue.
- If step 1 does not fix the issue, security software such as antivirus or the firewall may be getting in the way, or they may have removed vital files.
In this case Intella will need to be reinstalled to fix the issue. You will need to turn off your security software and then reinstall Intella as administrator. Also make sure that the Intella files and the HASP files are added to the white list of any security software that you are running on the system.
Error code 37 (H0037)
This error code can be caused by other HASP-protected programs. Please close down all HASP-related programs (i.e. EnCase, Smart Mount) and reinstall Intella.
If this problem persists, open a Command Prompt (as administrator) and run:
<intella-dir>bin\haspdinst.exe -kp -i
and restart Intella.
If problem persists, open a Command Prompt (as administrator) and start the license manager by running:
net start hasplms
Error code 41 (H0041)
Your Intella (trial) license has expired (H0041)
This code is triggered if the trial license bundled with the software has expired. You can only keep on using Intella with a USB dongle.
If you are using a dongle, there can be two reasons why you may receive this error:
- The dongle is not being seen by the computer. Make sure it is plugged into the system and follow the troubleshooting steps shown for Error code 33 (H0033) above.
- You don't have the correct licenses on the dongle for the version of Intella that you are running. If you have downloaded and installed the latest version of Intella on your system, this is likely the cause. You are running the latest version of the software, but your dongle does not have the latest license. You can update the dongle by running 'Dongle Manager.exe' (which is located in the Intella installation folder), and clicking on the 'Check for updates' button.
Error code 51 (H0051)
Virtual machine detected, cannot run without a dongle (H0051)
In order to protect our intellectual property, the evaluation version of Intella WILL NOT run in a virtual machine (VM) environment. A “stand-alone” physical machine is required to launch the trial version. Note that Intella will run in a VM environment when using a dongle.
Solution 1 - Reconnect the USB dongle to your computer.
Solution 2 - Install the Intella evaluation version outside a virtual machine.
Error codes (E1009) or (E0004)
"Win32 Envelope - Data Loader Initialization Error" or "Cannot find HASP SRM Run-Time Environment DLL"
This error is shown when you are running an older driver for the dongle management system. It can happen when installing an older version of Intella or Connect. Try updating the driver to resolve the issue.
- Stop Connect and any Intella instances that you may be running on this machine.
- Visit https://supportportal.thalesgroup.com/csm/?id=sentinel
- Click on the "Drivers and Download" section at the top, then Sentinel HL, LDK, HASP drivers on the next page, then choose "Sentinel HASP/LDK - Windows GUI Run-time Installer" from the list.
- Run this installer on your machine.
- Start the application.
Section 2 - Troubleshooting dongle not being detected
You may experience an issue where the dongle has been working fine, but then is suddenly not detected by Intella anymore. You may get the HASP key not found (H0007) error when this happens.
There are several causes for this issue. The first steps to take are to check whether there is a hardware issue:
- Make sure that the dongle is plugged into the computer properly.
- If you are using a USB hub, try plugging the dongle directly into the computer.
- Disconnect the dongle, pause a few seconds, then reconnect it again. If the LED lights up, the application should be able to access the dongle. You may need to wait a few seconds for the dongle to be completely installed by the operating system.
- Check if the USB port is functioning correctly. Disconnect all other USB devices from their respective ports and connect the HASP dongle to a different USB port. You can also try using a different USB device in the port in which the dongle was not accessible, to verify that the port is actually working.
If you are still experiencing problems with the dongle not being detected and it is not a hardware issue, it may be a software issue. One of the most common causes for a dongle not being detected is when the dongle driver has been blocked or deleted. As mentioned above with Error Code 33 (H0033), this is usually because of security software such as antivirus software and firewalls getting in the way or removing vital files. You may be able to uninstall and reinstall the HASP driver to solve your problem by following these steps:
- Temporarily disable any security software you have running on the system.
- Open a Command Prompt (as administrator).
- Change to the bin directory of the application installation directory (e.g. type cd c:\Program Files\Vound\Intella [VERSION]\bin).
- Once in the bin directory, run the following commands:
(i) haspdinst -kp -r (this stops the HASP service and removes HASP using the standard method )
(ii) haspdinst –purge (this removes HASP completely, using additional cleanup methods)
(iii) haspdinst –i (this reinstalls HASP and starts the HASP service) - Add C:\WINDOWS\system32\hasplms.exe in the Exception list of the antivirus and firewall applications, for example like this:
- Open a web browser.
- Copy and paste, or type http://localhost:1947/_int_/devices.html into the URL field. The page that opens is called the Sentinel Admin Control Center or ACC. Note that no Internet connection is needed as the ACC is hosted locally on your computer.
- In the second row of the main screen you should see a picture of the dongle (a red, green or purple USB dongle). The 'Key Type' should start with 'HASP HL .... Note: The Key ID is the serial number of your dongle.
If you see your dongle then Intella should work. If you do not have the ACC, or you do not see your dongle, you will need to reinstall Intella as a full administrator on the system.
As mentioned above in Point 2 of the Error code 41 section, you may have downloaded and installed the latest version of Intella on your system. In this case the dongle may be seen ok by the system, but your dongle may not have the latest license which matches the new version that you installed. This issue would typically show a 'License not found' error, and you can fix the issue by running 'Dongle Manager.exe' and clicking on the 'Check for updates' button.
It is also possible that something has changed in your environment such as the deployment of security software, group policies, etc. Check with your IT team to see whether a change that they have made is causing the issue.
Section 3 - Dongle not showing or updating to the latest version
Vound uses a three digit version numbering system for its products. For example, for release 2.6.1, the 2 refers to the major release, the 6 refers to the minor release and the 1 refers to the micro release.
Dongle licensing is applied at the major and minor release levels. For example, if you have several versions of the Viewer license on your dongle, it would look similar to this:
Intella Viewer 2.4.x
Intella Viewer 2.5.x
Intella Viewer 2.6.x
Because dongle licensing is applied at the major and minor release levels, you don't have to update your dongle for micro releases. For example, if my dongle is licensed for version 2.6.x, I will be able to run all versions that start with 2.6, such as versions 2.6.0 and 2.6.1, etc.
Provided that your Maintenance Agreement (MA) is up to date, most dongle updates can be done automatically using the Dongle Manager program, which is installed when Intella is installed. Dongle Manager has an option to 'check for updates', and will update the dongle if updates are available.
Information on using Dongle Manager to automatically update your dongle, and manually updating your dongle, can be found at this link: https://support.vound-software.com/help/en-us/6-licensing/2-license-dongle-activation
If you cannot see the latest version on your dongle after using Dongle Manager to check for updates, then the latest version is not loaded on the dongle. There are a number of reasons why an update could fail. These include:
- Your MA has expired. Contact your Representative or the Sales team to renew your MA.
- Your MA is current but you cannot update to a major or minor release (e.g. from 2.5.x to 2.6.x). For dongle updates, you need to have at least 60 days of MA left to receive these updates. Contact your Representative or the Sales team to extend your MA.
- Your dongle is full and the new license will not fit on the dongle so it cannot be installed. This happens occasionally with our older purple dongles (not the green or red dongles) as they have limited space and they can become full. We see this with customers who have been with Vound for some time and have many older versions of Intella on their dongle. This is not a big issue as the dongle can be cleared, and the new version (along with a few earlier versions for backwards compatibility) can be loaded onto the dongle. You will need to submit a support ticket as this involves manually formatting and updating the dongle.
- Pending updates have not been applied to the dongle or have been applied in the wrong order. This can occur if you manually update your dongle using v2c files. Updates can be missed or applied out of order, which stops the new license being applied to the dongle. You will need to submit a support ticket so the issue can be fixed.
- You run a product that is not normally used on the type of dongle you have. E.g. you have Intella Professional (which is usually on a standalone dongle) on a network dongle. In these cases we need to manually create a license on our end before you run Dongle Manager to do the update. You will need to submit a support ticket so the license can be made.
We have a video with more information regarding dongles and licensing at this link: https://youtu.be/5cKvxbcGrSY
Section 4 - Other issues related to dongles or the dongle driver
If you have an issue with your dongle or the dongle driver that is not covered in the above three sections, please submit a support ticket via our support site.
Note that it is extremely rare that a dongle will give trouble. When you receive dongle errors, it is most likely that the HASP software is not installed properly, or the Sentinel LDK License Manager service is not running. The License Manager needs to be running on your system for the dongle to work. You can run some checks on your system to see if the drivers are installed and that the License Manager is running.
Sentinel LDK drivers Installed
Intella is shipped with the latest Thales Sentinel LDK dongles. Intella is also packaged with the Sentinel LDK Runtime installer.
When Intella is installed onto the system, the dongle drivers are also installed onto the system. Under 'Universal Serial Bus Controllers' in 'Device Manager' on your system, you should see the following three entries:
If any of these items have a red X or a yellow warning sign, they may not have been installed properly and the drivers should be installed again.
License Manager running
Follow these steps to make sure that the License Manager is running.
- Open a Command Prompt (Start > All Programs > Accessories > Command Prompt)
- Enter: sc query hasplms
- Review the result which should look like this:
SERVICE_NAME: hasplms
TYPE : 10 WIN32_OWN_PROCESS
STATE : 4 RUNNING
(STOPPABLE,NOT_PAUSABLE ,IGNORES_SHUTDOWN)
WIN32_EXIT_CODE : 0 (0x0)
SERVICE_EXIT_CODE : 0 (0x0)
CHECKPOINT : 0x0
WAIT_HINT : 0x0
If you see 4 RUNNING under State, then the License Manager is running.
You can also check the License Manager's status in the Services section of the Windows Task Manager. The status should show that the License Manager is running.
If the License Manager is not running, try right-clicking on the License Manager and select 'Start Service'. If the service will not start, check the Windows event log for entries relating to the Sentinel LDK License Manager service. The event log will typically contain an error message that can be used to help diagnose the issue.
Updated August 2023