Article Number: 43 | VC6 | VC5 | VC4 | VC3 | VCPS | Post Date: October 9, 2017 | Last Updated: June 6, 2024
I followed the instructions in Chapter 1 to install Virtual CRASH, but it looks like I’m still in trial mode / Virtual CRASH will not launch on my machine / The splash screen appears then disappears and nothing happens.
You’ll know for certain you’re in trial mode if you see “trial version” at the top of your Virtual CRASH window:
If your USB dongle is plugged in and you’re still in trial mode, then there may be a problem with the USB dongle itself (this is very unlikely), there is a Windows configuration problem, or there is a problem with the way the Sentinel USB drivers are communicating with your hardware.
(1) Disable internet connection
When Virtual CRASH launches, it attempts to contact our servers to see if an update is available. If you are on a firewall-protected network, this process may be blocked, which can cause Virtual CRASH to not launch properly. You can test this by disabling your internet connection and relaunching Virtual CRASH. If it launches, you may need to adjust your firewall settings in the future to check for and install updates.
(2) Unplug all other USB devices
Unplug all other USB devices, including USB-C devices. Ensure the Virtual CRASH dongle is plugged in, and then try launching Virtual CRASH. If you are still stuck in trial mode, continue with the steps below.
(3) Determine if the problem is your computer or your dongle
If possible, try installing Virtual CRASH on a second computer in order to eliminate the dongle itself as the source of the problem (please make sure you are using the correct version of Virtual CRASH). If Virtual CRASH installs and works in full version on the second computer, then the issue on the original computer is most likely Windows configuration or driver related. If you find the dongle works on the second computer, then proceed through the steps below.
(4) Full uninstall and reinstall
Fully uninstall Virtual CRASH. Download the latest full installation executable at this link. Next, ensure that both antivirus and firewall are disabled, then reinstall Virtual CRASH. If you are still stuck in trial mode, continue with the steps below.
(5) Disable Core Isolation
For newer machines, running Windows 10 or Windows 11, it may be necessary to disable the “Memory Integrity” feature in Windows Security in order for your machine to interact with the dongle.
To access this feature, search for “Windows Security” in the Windows search bar. Left-click on “Core isolation details”.
Next, left-click on slider show below to turn this setting OFF.
If you are still stuck in trial mode, continue below.
(6) Ensure no usb-to-ip windows applications are running on your computer
We require that Virtual CRASH software be installed locally on the same Windows desktop or laptop computer to which the display (monitor(s)) and user input devices (mouse and keyboard) used to operate Virtual CRASH are directly connected. The USB dongle must be plugged into this exact same local computer and cannot be used on a remote machine or through a network connection (see EULA). USB-to-IP Windows applications can disrupt the proper functioning of the Virtual CRASH USB dongle and may cause Virtual CRASH to launch only in trial mode. Note: If you receive the message “USB dongle communication error…”, this indicates you may have a USB-to-IP application running on your machine. If you are still stuck in trial mode after ensuring you are not running any USB-to-IP applications, continue below.
(7) Manually install Sentinel Drivers
If you’re still stuck in trial mode after the above recommendations, it may be that the Sentinel Protection Installer drivers did not install correctly due to firewall or antivirus conflicts.
To correct this, navigate to Documents > Downloaded Installations on your computer. You’ll see a folder with a long string of letters and numbers as the name. Open this folder and run the Sentinel Protection Installer 7.x.x.msi file. An InstallShield Wizard window should appear. Click ‘Next’ and select ‘Modify’, making sure that the parallel driver is selected for installation (see screenshot below). Click ‘Next’ and complete the installation process.
This should fix the issue of being stuck in trial mode. If for some reason it does not, please proceed to the steps below.
(8) Run SAM medic
Sentinel Advance Medic (SAM) utility is used to detect that a Sentinel key (SuperPro, Ultrapro, or Hardware key), a Sentinel Driver, the Sentinel Servers and all its components are installed properly and working fine. Using SAM you can also generate log file for analyzing the issue if any.
Press the button below to open the download page for the SAM application.
Pressing the link will open a new page in your web browser window. Scroll down and press "I Accept".
Find the SAM executable file and launch it. The executable will want to extract
The executable will want to extract its contents to a specified directory.
Now, with your USB dongle plugged into your computer, find the SAM executable and launch it.
How to use Sentinel Advance Medic:
• Make sure the key is securely attached to the port.
• Run Sentinel Advance Medic.
• Click on Troubleshoot button.
• For generating a log file select Enable Logging check box. It will create a log file named “SentinelLog” in the current directory.
If everything is working normally, and your computer is properly communicating with the USB dongle, you should see all green marks as shown below.
However, you have any red marks, you likely have a communication or driver problem.
(8) uninstall and reinstall Sentinel drivers
If the above diagnostic test fails, we recommend you first uninstall the installed driver and try again by following the steps below.
Quick Uninstall, please perform the following steps:
1. Log in as Administrator
2. Unplug the key(s).
3. Remove the Sentinel Protection Server/Driver/Combo.
Go to Start > Settings > Control Panel > Add or Remove Programs (Vista is Programs
and Features). Select both the Sentinel Protection Installer and Sentinel System Driver,
and then click Remove.
4. Shut Down and Restart the computer system
Re-install drivers, doing the following:
1. Do not connect key/ dongle until the software driver has been installed.
2. Download Sentinel Protection Installer 7.6.9 – press button below.
This will open a window in your browser. Click on link shown below.
This will open another window in your web browser. Scroll down and press “I Accept”.
Go to your download directory on your computer to find the zip file.
3. Unzip the downloaded file and launch the exe for installation.
4. Change the option on the Installation Splash Screen from Complete to Custom:
5. Click on the Red X next to the Parallel Driver and choose Install Feature:
6. After Installation is complete reboot the machine then connect dongle and test with Virtual CRASH.
If the above fails, you may need to first run the CleanUp utility before re-installing the Sentinel drivers. See below for instructions on the CleanUp utility.
If after attempting all of the above, it may be necessary to contact Gemalto support directly at support@safenet-inc.com with the error Sentinel SuperPro Medic/Advanced Medic Shows and log file generated with the SAM.
For more debugging suggestions, you can also consult the document: https://safenet.gemalto.com/uploadedfiles/safenet_sentinel_end_user_guide.pdf
CleanUp Utility
SSDcleanup.exe is a utility, which removes all installations of Sentinel System Driver
from the system. The purpose of this utility is to solve the “sticky” installation problems faced by the customer. The “Sticky” installation problem relates to that state of Sentinel driver installation, which leaves the customer in a situation where he can neither install newer version of the driver nor un-install the older one. This utility will clean up all the installed Sentinel Drivers and bring the system to a state it was before installing any of the Sentinel Drivers.
To download:
You can download the SSDCleanup utility from the hyperlink given below:
http://www.safenet-inc.com/support-downloads/sentinel-drivers/
How to use SSDCleanup:
Run the SSD Cleanup utility only if there are issues uninstalling the older version of the driver. In normal situations, the steps given for un-installation should be enough.
Note: We recommend using the normal driver un-installation (Control Panel Add or Remove Programs) for our drivers. SSDCleanUp might remove your Sentinel protected software application and other Sentinel SDK installation. Therefore, SSDCleanUp should be used as the last option for driver uninstall.
1). Use the link below to download the SSDCleanUp utility.
http://www.safenet-inc.com/support-downloads/sentinel-drivers/
2). Reboot the system.
Following is the screenshot from SSDCleanUp utility:
Tags: Dongle doesn't work, USB key, stuck in trial mode, full version not working.
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