When presented with the DEMO message upon logging into EXAMINE Pro, you will find that EXAMINE Pro will not connect and display all the images you need.

It's common for the error to display due to the computer being unable to detect a signal from the EXAMINE Pro dongle installed on one of the PC's in the practice.

• Resolving demo mode
• Additional notes

Resolving demo mode

EXAMINE Pro can enter demo mode for a number of reasons, due to this, we have created the steps below to work from most common to least, due to this, you may find the issue resolved after only one or two steps, please continue to work through the steps until you resolve the issue.

1. Verify the EXAMINE Pro dongle is plugged into your server computer (or in a workstation that is always switched on). Load into Device Manager and check under Universal Serial Bus Controllers. Should see SafeNet/Ultra USB.
2. Load into Services and ensure the following are running. If need need to restart them.  
   • Sentinel Keys Server
   • Sentinel Protection Server
   • Sentinel Security Runtime 
3. It is possible that if the server has been rebooted unexpectedly or had some other issues it may lose connection to the domain which can prevent the workstations from communicating with the dongle. You can try and resolve this by restarting the “Network Location Awareness” service
   • Open services.msc or search for Services via your Windows search.
   • Locate the service Network Location Awareness.
   • Right-click the service then select Stop.
   • Once the service has stopped, right-click then select Start.
     
     
4. Check the dongle is displaying a green light, if not this will need to be relocated to another computer, please do not attempt this without contacting the EXACT support team as there are additional steps required.
5. If, after trying all of the above steps, you are unable to resolve demo mode, please contact the EXACT support team via Live Chat. The team will then assist with further troubleshooting.

You can access support from within EXACT, click Live Chat to get in touch with our friendly support team or ask our support bot to search for help articles from the EXACT help centre.

Additional notes

If you find that you are continually having to restart the Sentinel services to resolve any demo mode problems please check the following:

1. Disable allow the computer to turn off this device to save power in the Power management tab of the network adapter (found within device manager).
2. Install the latest sentinel drivers available.
3. Verify UDP/TCP Ports 6001, 2050, 2051 are open on all firewalls found on the network (both on server and on workstations).
4. Make sure no AV Firewall is blocking the key. Required firewall exceptions are:
   • C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel Security Runtime\sntlsrtsrvr.exe
   • C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel Protection Server\WinNT\spnsrvnt.exe
   • C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel Keys Server\sntlkeyssrvr.exe
5.  Restart the computer holding the dongle.