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.
This message may also appear with the message "the current version of Examine Pro is incompatible or the Demo mode has expired" or “RPC Server unavailable”.
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.
- Verify the EXAMINE Pro dongle is plugged into your server computer (or in a workstation that is always switched on).
- Verify UDP/TCP Ports 6001, 2050, 2051 are open on all firewalls found on the network (both on server and on workstations).
- Verify that the dongle drivers have been installed on the computer the dongle is plugged into.
- There should be three Windows service running, Sentinel Keys Server, Sentinel Protection Server and Sentinel Security Runtime. If these are missing please contact EXACT support team
- 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
- If Examine Pro also enters demo mode on the server as well as the workstations.
- Unplug the dongle from its USB port and then plug the dongle back in
- Open Device Manager (search for Device Manager in your Windows search)
- Right-click my computer then select manage
- Disable the SafeNet USB SuperPro/UltraPro device (right-click device then select disable)
- This device can be found under Universal Serial Bus Controllers and then re-enable the device (right-click device and select 'enable').
- 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.
- 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, including:
- Verifying the Keygen dongle is registered correctly
- Uninstalling the drivers - unplugging the dongle - rebooting the computer - re-installing the drivers - plugging the dongle into the computer (the order is specific and as this is your server computer will stop EXACT from functioning on all computers)
If you find that you are continually having to restart the Sentinel services to resolve any demo mode problems please check the following:
- 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).
- Install the latest sentinel drivers available.
- Make sure no 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
- Restart the computer holding the dongle.
On a Windows 7 machine, the PC can be configured to network cards to conserve power, if the dongle is plugged into a PC where it is configured to conserve power like this you need to turn this option off. To do this, use the following procedure:
- Right-click Computer then select Manage.
- Select Device Manager on the tree on the left-hand side.
- Right-click the Network card of the computer.
- Select the Power Management tab.
- Untick the option Allow the computer to turn off this device to save power.
- Click OK.
- Restart the computer.