Problems and Solutions

 

Problem Sentinel HL key drivers do not install.
Solution Are older Sentinel HL key drivers installed on the machine? Uninstall the older driver using the installer corresponding to the older driver version. For additional information, see the Sentinel HL key driver documentation. After the older drivers are removed, install the Sentinel HL drivers. For additional information, see the Sentinel LDK Installation Guide.

 

Problem The protected application cannot find a Sentinel HL key.
Solution

Does the Sentinel HL key LED light up? If not, this could be for one of the following reasons:

>The key is not connected properly to the USB port. Disconnect, then reconnect after a few seconds. If the LED lights, the application should be able to access the key.

>The required Sentinel HL key drivers are not installed. If you are running Sentinel LDK on a Windows platform, check for an entry for Sentinel LDK in the Device Manager utility. If there is no entry, you must install the drivers using one of the methods in the Sentinel LDK Installation Guide.

>Check if the USB port is functioning correctly. Disconnect all other USB devices from their respective ports. Connect the Sentinel HL key to a different USB port. Try using a different USB device in the port from which the Sentinel HL key was not accessible.

>Open the Windows Services window and check that Sentinel License Manager is running.

>Check that the Batch Code on the Sentinel HL key matches the Batch Code of the protected application.

 

Problem Web pages for Admin Control Center do not display in your Web browser on a Windows machine.
Solution

Check the following:

>Confirm that the Sentinel LDK License Manager service is active.

>Some other program that you installed may have incorrectly installed special TCP/IP drivers. As a result, WinSock configuration may be damaged. To resolve this problem, run the command netsh winsock reset from an Administrator shell, and then restart the machine.

 

Problem The application takes a long time to find the Sentinel protection key on a large network.
Solution It is recommended that you customize the search mechanism. Use Admin Control Center configuration to specify a search criteria, and to define the server addresses to be searched. By doing so, the Admin Control Center searches for the Sentinel protection key at a specific address, which is much faster.

 

Problem You receive an error message indicating that Sentinel License Manager was not found.
Solution

The error message might be for one of the following reasons:

>Sentinel License Manager was not loaded. Try restarting Sentinel License Manager in the Windows Services window.

>There is a communication error with the machine on which the Sentinel protection key is located. If you repeatedly receive the error message, try using a different search mechanism.

 

Problem You cannot add files when using the Sentinel LDK Data Protection utility.
Solution

The problem may occur for one of the following reasons:

>You are attempting to add a list that includes problematic files. Remove all problematic files marked in red in the File list.

>You are attempting to add a file that is outside the scope of the filters defined in Sentinel Envelope. You must protect your software again using the new file filter settings.

>For additional information, see Protecting Data Files.

 

Problem When using Sentinel LDK Data Protection utility, you receive a message that no data filters were defined for a program in a Sentinel Envelope project.
Solution The problem cannot be solved using the Data Protection utility. You need to use Sentinel LDK Envelope to protect your software again, and to specify file filter settings.

 

Problem When running a protected Java application, error code 22 is thrown.
Solution When a java application is protected using both Sentinel LDK Envelope and Sentinel Licensing API, the JAR files used by the protected application must have the same version number. Ensure that you are using both Sentinel LDK Envelope and Sentinel Licensing API from the same version of Sentinel LDK.

 

Problem When you are logged in to both the Vendor Portal and the Customer Portal simultaneously in Sentinel LDK-EMS in different tabs of a single Web browser instance, a message for an internal error is generated.
Solution To work simultaneously with the Sentinel LDK-EMS Vendor Portal and Customer Portal on a single machine, use two separate Web browser instances.

 

Problem When you download a C2V file (for example, abc.C2V) from Admin Control Center using the Safari Web browser, Safari appends ".xml" to the file name (for example, abc.c2v.xml). As a result, Sentinel LDK-EMS blocks the file.
Solution Before you attempt to use the C2V file in Sentinel LDK-EMS, remove the ".xml" extension from the file name.

 

Problem When an application calls a Sentinel LDK-EMS Web Service, error 403 is returned.
Solution

HTTP verb tampering is an attack that exploits HTTP verb-based authentication and access control mechanisms. The vulnerability lies in the configuration of the security constraints that specify HTTP verbs that often allow more access than intended.

An application's authentication and authorization mechanisms can be bypassed with HTTP verb tampering when the security control fails to block verbs that are not listed.

Effective with version 7.9, Sentinel LDK-EMS Web Services have been modified to prevent HTTP verb tampering. The methods that are used to call Web Services have been whitelisted: GET, POST, DELETE, PUT. When calling these methods in your application, you must ensure that they are written using only upper-case letters as shown here. Variations that used lower-case or mixed-case letters have been blacklisted.

This is a standard practice as suggested by the Internet community and is mentioned in RFC standard protocols (RFC 7230 and 7231).

The use of method calls that do not comply with these practices will cause your application to fail with error code 403.
Problem Using Sentinel Licensing API, you call the GetInfo function in the to fetch the fingerprint for an SL UserMode key. The fingerprint that is retrieved resembles the following:
<?xml version="1.0" encoding="UTF-8" ?>
<hasp_info>
   <host_fingerprint type="SL-UserMode" vendorid="37515"
   crc="3820837874">NHhJSQ==</host_fingerprint>
</hasp_info>

This indicates that the API function retrieved an empty fingerprint. This occurs when the SL UserMode license cannot be accessed or is corrupted.
Solution

The most common reasons for this issue is that access to the directory that contains the SL UserMode licenses is denied. When you resolve the access permission issue, the API function will be able to fetch the fingerprint as required.

If the problem is not caused by access permissions, the most likely cause is that the SL UserMode licenses have become corrupted.

To resolve this issue, you must clear the entire SL UserMode license directory. As a result, all locked licenses will be invalidated due to clone protection. It will be necessary to reissue these licenses.

Unlocked licenses can be reinstalled in the directory.

For information on the location of SL UserMode licenses on the user’s machine, see Viewing License Updates.