Why does Avid DVD give me the message "Dongle not found"?
Starting with Avid DVD 6.0, there is no need anymore for the option “Avid DVD by Sonic” in the dongle, as the license is checked with the installation.
But any dongle that has either “Local language” or “Avid DVD Limited by Sonic” option set is not going to allow Avid DVD by Sonic to run.
There are two possibilities to solve this:
1. Create an updater which adds the “Avid DVD by Sonic” option.
2. Create an updater which deletes all current options in the dongle, to get rid of the “Local language” and/or “Avid DVD Limited by Sonic” option. In this case you should ask for a current dongle scan first, to know if there are other options needed.
This is a list of common problems concerning dongles. Please check the items one by one before contacting support.
Leave the dongle unplugged during the reinstallation / installation / uninstallation of any Avid application.
When installing / uninstalling / reinstalling while the Dongle is attached, it could corrupt the Sentinel Driver and cause a "No Dongle recognized" error (see below).
Please reinstall / install / uninstall while the dongle is unplugged.
This document is attached below as .pdf.
When must a dongle be exchanged?
- if the dongle’s green light does not turn on when connected to the USB
- a “8-1 Error” in the update results window when running through a dongle update
- an old Parallel Port dongle can be swapped for a USB dongle free of charge
- if you get the following error message in the Dongle Manager:
(must not match these exact numbers)
Unable to verify dongle update
Cell 0A = 2810 exptected 0001E
Why is my application limited to an Academic version?
This can happen if you updated the dongle using an older version of the Dongle Manager than version 7.0.1.4. Please do not use any longer older versions than Dongle Manager 7.0.1.4 but download the latest version. If you have already used an older version to update your dongle, then you need a new updater file .avd.
Why do I get the message "The dongle connected to this system has expired. Please connect a valid dongle"?
When the CPU date on an Avid editing system is turned back beyond a certain point, 1996 and before, the Avid application will disable the dongle. You will then see the following error message when attempting to launch the Avid application: "The dongle connected to this system has expired. Please connect a valid dongle." Changing the CPU date back to the present time will not fix this problem. The disabled dongle can only be cured by obtaining a dongle updater for the system. Newer dongles should not have this problem.
Why do I get the message: "No dongle was found. Please connect a valid dongle to this computer to ensure proper operation."?
A dongle update is required when installing newer or updated versions of the Avid Software. For systems running either Windows 2000 or Windows XP there is a non-plug and play driver that controls the USB (Universal Serial Bus) Dongle. If you get the message "No valid dongle found, please attach valid dongle" when trying to run either the dongle versioner or dongle update, check first the status of the Sentinel Driver which should be located under non-plug and play drivers in Device Manager. The status of this driver should be Started, Automatic. If you are unable to start this driver or are unable to locate the Sentinel Driver, it can be downloaded and installed.
The message also occurs when you either don't have a dongle attached or the driver cannot communicate with the dongle properly. The OS will install the incorrect drivers if the dongle is attached during installation necessitating a manual uninstall/reinstall of it. You can manually remove the Sentinel System Driver from your system if your dongle will not be recognized. Sometimes the driver will become corrupted or you may have had the dongle connected to the sytem while the software was being installed. To solve this problem, do the following:
- Remove the dongle from the system.
- Remove the Sentinel System Driver from your system using the Add/Remove programs Utility.
- Please visit http://www.safenet-inc.com. Click on support, then select basic support and locate the Sentinel Super Pro driver, make sure you select the appropriate driver from the list and in for Avid Products select Sentinel Protection Installer. Download this driver.
- Reinstall the Sentinel System Driver making sure the dongle is NOT connected to your system.
- Reconnect the dongle to your system and let the New Found Hardware Wizard find the dongle and driver on it's own.
- Following a system restart your system should now recognize the USB dongle then run your versioner of dongle update as needed.
If you experience this on a Mac:
- Make sure the Date/Time on your system is set correctly.
- If the Date/Time are not set correctly, you need to uninstall and then re-install the Avid software again.
- With the dongle connected, open Terminal and go to /System/Library/Extensions directory. Become super user and type in "kextload Sentinel.kext". This should force the kext to load. Type "kextstat" to see a list of running kexts and look for "com.rainbow.iokit.sentinel."
- Restart the system.
- Please check which Operating System is running on your Mac. If it is a higher version than the supported version, please either downgrade the OS to the supported version or upgrade Xpress / Media Composer to a version that has been certified to run under that OS version. A common issue is that OS 10.4.10 or 10.4.11 is installed but a lower version than Xpress 5.7.5 or Media Composer 2.7.5 shall be installed. (As of 11/2007).
- On an Intel based Mac, only 5.7 / 2.7 and above will recognize the dongle.
- You may have the wrong type of dongle. The dongles with 205xxxxxxx system IDs were originally made to run Xpress Pro HD. Earlier versions of Avid Xpress Pro will not run with these dongles. However, v. 4.8.x should run with those dongles. If you do not have 4.8.x installed, download it from the Avid website. You must have Mac OS Tiger to run this version. If you do not have Tiger, and do not wish to upgrade to Tiger, please contact Customer Support to inquire about swapping your dongle.
- On Intel Mac's there is an option with every program that says "Open with Rosetta." If this is selected for Media Composer you will get a no dongle found error.
To turn this option off use the following steps.
1. Open your "Macintosh HD"
2. Select column view
3. Open the "Applications" folder
4. Open the "Avid Media Composer" folder
5. Highlight the "AvidMediaComposer.app" file
6. In the Preview column, Click the "Get Info" button.
7. Uncheck the option "Open with Rosetta"
.
Why do I get the message "Your system is not licensed to run this software"?
This error message occurs, when there is a conflict with what software version is encoded to your dongle, and what version has been installed onto the system. Before troubleshooting, please ensure the following steps have been taken. Always read the read me file that accompanies the install of any software version for specific installation instructions.
If you purchased an upgrade, did you register the upgrade and download the updater.avd file and go through proper dongle manager instructions listed at www.avid.com/dongle ?
- If yes to above, make sure you aren’t opening the donglescan.avd file, but instead the updater.avd. If you’ve got a support contract, then open up the versioner.avd file available from your download center account.
- If you’ve gone through all the steps above and get the message "No dongle compatible with this update file found" then you most likely received an incorrect updater file from the registration process. This usually happens when a wrong dongle serial number has been entered when registering the upgrade. The best way to see the true serial number is to use the scan tab in the dongle manager. Please contact then Technical Support in order to get a new updater file.
For older DBHelper.exf files see the following instructions:
Register Your Software and attain a DBHelper.exf File:
- Go to: http://avid.com/register/upgrade.asp
- Select the specific version of software from the pulldown menu.
- Use the serial number from the digi-store email or from the product card enclosed in your software package and place it in the upgrade key field.
- Fill in the remaining fields with the exact info used when you registered Avid Xpress Pro (if you enter the wrong information, you will receive an error message. If you registered your original software under the name "Edward" for example, and you attempt to register an upgrade as "Ed" or "Eddie", this error message will pop up.)
- Double check all information. The key can only be used once.
- Hit the "Submit" button.
- Use the Download button from the confirmation page to attain the DBHelper file.
Update Your Dongle Using the Following Steps:
After upgrading/updating your Avid software you must update your dongle before being able to use it with the new version.
To find out what version of software your dongle is licensed to run:
1. Run the DongleDumper application from the following locations:
(Mac) Applications/Utilities/Dongle Dumper/ (The application will be called DongleDumper or DongleDumperSuperPro)
(Windows) Program Files\Avid\Utilities\DongleDumper (The application should be called DongleDumper.exe)
Note: The dongle dumper application will create a .txt file with all of your systems entitlements, included the version of software. Not all Avid software upgrades/updates require you to update your dongle.
2. Place the DBHelper.exf file in the following folder (First delete any DBHelper.exf files that already exist in this directory):
(Windows) \Program Files\Avid\Utilities\DongleUpdater
(Mac) /Applications/Utilities/DongleUpdater
3. Run the following updater program:
(Windows) \Program Files\Avid\Utilities\DongleUpdater\DongleUpdater.exe
(Mac) Applications/Utilities/DongleUpdater/DongleUpdater.exe
- You only need to run the updater program on one platform (Windows or Macintosh). Once the dongle has been updated it will enable both the Windows and Macintosh versions of your Avid software.
- If you receive a message that says "dbhelper file was corrupted or could not be found" most commonly the dbhelperfile is not located in the correct directory.
- The upgrade key in the Digi-Store order confirmation email can be used only once.
- The DBHelper.exf file that you receive will only upgrade your specific dongle.
- Downloading software or dongle updaters through company firewalls, or network servers with advanced security protocols may "strip" files from the software preventing it from operating correctly. Please, try to perform downloads from a system using only standard/consumer level security protocols.
- It is recommended to register an e-mail address that also does not have advanced security protocols, as this can corrupt any files Avid sends to you ( such as dongle updaters).
- If you are still having difficulty with the dongle, please perform a "dongle dump" in order to determine what version of software your dongle has been licensed to use.
Why can't I update my Parallel Port Dongle on a Windows based system?
Attached below is an updater application called "Updater.exe" which you need to download. This file is compressed, and will need to be unzipped with an application such as WinZip, or Windows' built in extraction software.
To update your dongle:
- Create a new folder on the desktop.
- Extract the Dongle Updater Zip file from Avid Support or Avid Sales to this folder (The file will be named after your Avid System ID). A folder named after your Avid Dongle Serial Number will be created in the New Folder.
- Extract the Updater.ZIP file downloaded from this page to folder named after your Avid Dongle Serial Number. You should have the following files in the folder: Updater.exe, DongleUpdater.exe, DBHelper.exf, Log.txt
- Run the file named "Updater.exe".
- Click the "Test For Compatible Dongles" button. This should return your Avid Dongle Serial Number, and report "XXXXX Found".
- Click the "Update" Button.
- When the Update is completed, click the "Attached Dongle Info" button and verify that the updater applied the appropriate version and option information.
- When finished, click "Exit".
This should allow a Parallel Port Dongle to be updated properly and without error. If not, you can get exchanged your Parallel Port Dongle into an USB Dongle for free.
Note: it is recommended you save a copy of your new Dongle Updater folder to a safe location, in case it is needed again.
What can I do if the updated driver is incompatible with Rainbow Duo dongles?
The version 2.5.2 and 5.5.2 of your Avid editor software includes a driver for your application key (dongle) that allows it to be used with Mac OS X 10.4.7 or later. However, the updated driver is incompatible with Rainbow Duo dongles in use by some of our installed base customers. If you have a Rainbow Duo dongle, you will need to exchange it for a newer SafeNet SuperPro dongle before installing Avid Media Composer 2.5.2 or later or Avid Xpress Pro 5.5.2 or later software.
Identifying your dongle type:
If the name "Rainbow Duo" appears on the side of your dongle, you will need to replace it in order to use the new Avid editor software on a Macintosh OS X system. If name "Rainbow SuperPro" or "SafeNet appears on the side of your dongle, you do NOT need to replace it. If you are a PC user, you do NOT need to replace your dongle, regardless of its type.
How to exchange your dongle:
If you are a Mac OS X user with a Rainbow Duo dongle, Avid will exchange it for a new dongle at no charge, provided that you return your old dongle upon receiving the replacement. Contact Avid as follows, based on your location:
- United States and Canada: Send an email to warranty@avid.com titled “ Rainbow dongle exchange “ and include your name, email address, System ID and phone number.
- Europe: Contact your local reseller or Avid office
- Asia: Contact your local Avid reseller or Customer Services Group Manager at jean-pierre_bousquet@avid.com
- Japan: Contact your local Avid reseller or local Avid office.
Your Avid contact will help you verify the need for a replacement dongle, and will arrange for a new dongle to be shipped to you. Avid will make an effort to ship your replacement dongle on the same day that the order is received. Do not install the new editor software until you receive your new dongle. Your new dongle will be supplied with a return authorization kit that you should use to return your old dongle to Avid. Please return the original dongle within 10 days to avoid being billed.
What can I do when I start dongle updater and then it disappears?
You may see this behavior when running your dongle updater application if you have just changed the computers operating system. This most commonly happens on Mac systems that have recently changed OS's. In the upgrade instructions it tells you to first upgrade your dongle and then install the new software. If your updater launches then quits out before actually doing anything, install the new software and then relaunch the dongle updater or versioner (which ever applies for your system).
Why do I get the message "Serial number is already registered"?
This message is most commonly received if you are not entering the same information that the system was registered with originally. If you are unsure of what information your system is registered within the Avid database please contact the warranty department at: 1-800-800-AVID (2843). (US only)
Why do I get the message "A dongle was found, but it is not eligible for updating. Contact Avid Customer Support"?
This message will appear when you enter a wrong dongle ID. Please try again and if you need further help, please contact Avid Customer Support and supply your service contract data as well as the dongle ID. If you bought an update, please supply the dongle ID and a proof of purchase.
Why does nothing happen when I try launching the new dongle manager?
A common call is that a user is trying to update their dongle using the new dongle manager. They download the utility, but when they go to launch, they click on the icon and nothing happens. This is a Mac related issue. The dongle manager will only launch if a 5.7 or higher version is already installed on the computer. That said, customers with pre 5.7 Xpress Pro / 2.7 Media Composer can not use the dongle manager for older updates (ex. 4.8 to 5.5). Please visit www.avid.com/dongle if your’re completing a .avd dongle update. It lists out all the steps for using the dongle manager as well as containing a version of dongle manager for the PC and MAC.
How must I use the new Dongle Manager?
The new Dongle Manager scans and updates your application key (dongle). The Dongle Manager replaces the previous DongleUpdater and DongleDumper utilities. The Dongle Manager utility can be used for any dongle.
Scanning displays the permissions currently on your dongle. This display tells you what software you are authorized to run and lists any additional options. Scanning also gives you the Avid System ID and Dongle Serial Number. You can also use the Dongle Manager to update the permissions on your dongle. Avid sends you a small dongle updater file via email that you use to run this Dongle Manager utility for a specific dongle or dongles.
You need to download, install, and run the Dongle Manager which you can download here.
To use the Dongle Manager:
1. Plug your dongle into your editing system.
2. Download one of the following files:
(Windows) WinDongleManager.zip (runs on any Windows system with Avid software installed)
(Macintosh) MacDongleManager.zip (runs on PowerPC and Intel Macintosh systems that have the latest x.7 Avid editing application installed)
3. Unzip the file to the hard drive of your editing system.
4. Locate the dongle updater file that Avid emailed to you and save it to your system. This authorizes your dongle for specific upgrades. The updater file extension is .avd.
5. Double-click DongleManager.exe.The Dongle Manager utility starts.
6. Click the Update tab.
7. Click the Open button, navigate to the dongle updater file, and then click Open.
8. Click the Upgrade button. Your dongle is updated.
9. Click the Scan tab to view the results of your dongle scan.
Note: If an error message appears saying that no compatible dongle has been found, make sure you are using the dongle that matches the dongle updater file Avid sent you. The updater file works only on the dongle or dongles for which it was sent.
Why do I get the message "Unable to open Dongle updater file"?
This message will appear if you try to open the wrong .avd file. Typically after a fresh installation of the Dongle Manager there is a sample .avd file located in the same directory in which the Dongle Manager is. If you try to open that file, you'll get the message. Please ensure you open the update file you received by mail.
Why does the dongle updater not work?
If you get a dongle updater from Avid AND find that its not updating your dongle AND the log .txt file appears to be corrupt, you need a new driver for the dongle. Please download from here:
http://www.safenet-inc.com/support/tech/sentinel.asp
75077_Updater.zip