UniKey Hardware Troubleshooting: Difference between revisions
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UniKey Hardware Troubleshooting Steps. | UniKey Hardware Troubleshooting Steps. | ||
:Note: Please ensure throughout the troubleshooting process no other UniKey device other than the involved UniKey device is | :Note: Please ensure throughout the troubleshooting process no other UniKey device other than the involved UniKey device is plugged in. | ||
==Connect UniKey device== | ==Connect UniKey device== | ||
| Line 9: | Line 9: | ||
Plug the UniKey device into an available USB port on your computer. | Plug the UniKey device into an available USB port on your computer. | ||
[[Image:UniKey_Hardware_TrubleShoot_Pic01.jpg]] | [[Image:UniKey_Hardware_TrubleShoot_Pic01.jpg|alt=plugging UniKey dongle into a computer]] | ||
==Observe LED indicator== | ==Observe LED indicator== | ||
[[Image:UniKey_Hardware_TrubleShoot_Pic02.jpg]] | [[Image:UniKey_Hardware_TrubleShoot_Pic02.jpg|alt=UniKey LED indicator located on end of USB]] | ||
A flashing LED light indicates the UniKey device is not | A flashing LED light indicates the UniKey device is not recognized by the computer. Under normal circumstances, the LED light should not be flashing when used under Windows, Mac OSX, MinGW, MIPS, ARM, FreeBSD and Linux; however, if it is, reconnect the UniKey device to the computer to attempt to resolve the problem or, failing this, restart the computer. A situation where the LED light on the device may be flashing is if you are using UniKey on a Virtual Machine. | ||
Please check if the UniKey Device is mounted onto the system. When the device is mounted, keep the device plugged in and reboot the system under the Virtual Machine. After the Virtual Machine has restarted, the device should now be recognized by the system. If reconnecting and connecting the UniKey device to a different port has not resulted in the operating system recognizing the UniKey device, continue to the next step. | |||
If reconnecting and connecting the UniKey device to a different port has not resulted in the operating system recognizing the UniKey device, continue to the next step. | |||
==Troubleshoot UniKey with the UniKey Assist Tool== | ==Troubleshoot UniKey with the UniKey Assist Tool== | ||
The UniKey Assist Tool is a tool specifically designed to aid the troubleshooting process on the end-user side. Output from the Assist tool can determine the functioning status of a connected UniKey device. | The UniKey Assist Tool is a tool specifically designed to aid the troubleshooting process on the end-user side. Output from the Assist tool can determine the functioning status of a connected UniKey device. The Assist tool can be found within the UniKey SDK in the directory <code>UniKey SDK\Utilities\Assist\</code> | ||
The Assist tool can be found within the UniKey SDK | |||
<code>UniKey | |||
:Note: The above directory is the Assist tool for UniKey STD, PRO and Time. If troubleshooting a UniKey Drive device, the corresponding Assist tool can be found within the UniKey Drive SDK, in the directory <code>UniKey Drive SDK\Utilities\Assist\</code> | |||
When launched, the Assist tool provides two forms of diagnostic tests of differing scope, as shown below. | |||
[[Image:UniKey_Hardware_TrubleShoot_Pic03.jpg|500px|alt=UniKey Assist basic info]] | |||
Click | In the Basic Info tab, a simple diagnostic test to return basic information about a connected UniKey device is performed. Click Check to view the diagnostic output. Below is an example of a successful basic test: | ||
<pre> | <pre> | ||
| Line 49: | Line 40: | ||
</pre> | </pre> | ||
In the | In the Advanced Info tab, detailed information about a connected UniKey device is queried and underlying API functions are tested. Input PW1 and PW2 of the corresponding UniKey device in the corresponding fields, then click Check to view the diagnostic output. Below is an example of a successful advanced test: | ||
Input PW1 and PW2 of the corresponding UniKey device in the corresponding fields, then click | |||
<pre> | <pre> | ||
| Line 80: | Line 69: | ||
</pre> | </pre> | ||
Below is an example of a detected UniKey device through an advanced test, but with | Below is an example of a detected UniKey device through an advanced test, but with invalid passwords entered. | ||
<pre> | <pre> | ||
A UniKey found locally. | A UniKey found locally. | ||
| Line 96: | Line 85: | ||
</pre> | </pre> | ||
If the UniKey device was detected and diagnostic test results | If the UniKey device was detected and the diagnostic test results were successfully displayed, the UniKey device is properly functioning. If the latter example output was returned, an instance where no UniKey device was found, and all of the above steps have been unsuccessful on different computers, the affected UniKey device may be damaged. | ||
If the latter example output was returned, an instance where no UniKey device was found, and all of the above steps have been unsuccessful on different computers, the affected UniKey device may be damaged. | |||
==Contact SecuTech Technical Support== | ==Contact SecuTech Technical Support== | ||
If the above troubleshooting steps have not rectified the problem experienced by your UniKey device, please contact us at support@esecutech.com or directly by opening a ticket at | If the above troubleshooting steps have not rectified the problem experienced by your UniKey device, please contact us at [mailto:support@esecutech.com support@esecutech.com] or directly by opening a ticket at https://esecutech.com/support, with a description of the issue and output from UniKey Assist of your affected UniKey device to facilitate quick assistance. | ||
Latest revision as of 13:29, 2 August 2016
UniKey Hardware Troubleshooting Steps.
- Note: Please ensure throughout the troubleshooting process no other UniKey device other than the involved UniKey device is plugged in.
Connect UniKey device
Plug the UniKey device into an available USB port on your computer.
Observe LED indicator
A flashing LED light indicates the UniKey device is not recognized by the computer. Under normal circumstances, the LED light should not be flashing when used under Windows, Mac OSX, MinGW, MIPS, ARM, FreeBSD and Linux; however, if it is, reconnect the UniKey device to the computer to attempt to resolve the problem or, failing this, restart the computer. A situation where the LED light on the device may be flashing is if you are using UniKey on a Virtual Machine.
Please check if the UniKey Device is mounted onto the system. When the device is mounted, keep the device plugged in and reboot the system under the Virtual Machine. After the Virtual Machine has restarted, the device should now be recognized by the system. If reconnecting and connecting the UniKey device to a different port has not resulted in the operating system recognizing the UniKey device, continue to the next step.
Troubleshoot UniKey with the UniKey Assist Tool
The UniKey Assist Tool is a tool specifically designed to aid the troubleshooting process on the end-user side. Output from the Assist tool can determine the functioning status of a connected UniKey device. The Assist tool can be found within the UniKey SDK in the directory UniKey SDK\Utilities\Assist\
- Note: The above directory is the Assist tool for UniKey STD, PRO and Time. If troubleshooting a UniKey Drive device, the corresponding Assist tool can be found within the UniKey Drive SDK, in the directory
UniKey Drive SDK\Utilities\Assist\
When launched, the Assist tool provides two forms of diagnostic tests of differing scope, as shown below.
In the Basic Info tab, a simple diagnostic test to return basic information about a connected UniKey device is performed. Click Check to view the diagnostic output. Below is an example of a successful basic test:
A UniKey found locally. ------------------------------------------------- Basic Information: Hardware ID : 000000001 Device Type : UniKey Drive Finished!
In the Advanced Info tab, detailed information about a connected UniKey device is queried and underlying API functions are tested. Input PW1 and PW2 of the corresponding UniKey device in the corresponding fields, then click Check to view the diagnostic output. Below is an example of a successful advanced test:
A UniKey found locally. ------------------------------------------------- Basic Information: Hardware ID : 000000001 Device Type : UniKey Drive Device logging on... Success! OEM Flag:0 ------------------------------------------------- UniKey Functions Tests: Testing memory... Success! Testing Soft ID... Success! Testing Update Tag... Success! Testing Random... Success! Testing En/Decrypt... Success! Testing MD5... Success! Device logged off. Finished!
Below is an example of a detected UniKey device through an advanced test, but with invalid passwords entered.
A UniKey found locally. ------------------------------------------------- Basic Information: Hardware ID : 000000001 Device Type : UniKey Drive Device logging on... Failed!
Below is an example if a UniKey device was not detected by the UniKey Assist tool.
No key found!
If the UniKey device was detected and the diagnostic test results were successfully displayed, the UniKey device is properly functioning. If the latter example output was returned, an instance where no UniKey device was found, and all of the above steps have been unsuccessful on different computers, the affected UniKey device may be damaged.
Contact SecuTech Technical Support
If the above troubleshooting steps have not rectified the problem experienced by your UniKey device, please contact us at support@esecutech.com or directly by opening a ticket at https://esecutech.com/support, with a description of the issue and output from UniKey Assist of your affected UniKey device to facilitate quick assistance.
