Here are some things to try if you think you are having issues with your legacy USB security key. Check these in order. And if you need to communicate with us, please make sure to tell us your company name, product, and a screenshot of any error messages that are being displayed.
"I have the right key" issues
- You have no idea how often reports of an error from a user is simply due to the wrong USB key. Or a key that is not plugged in but is sitting on a desk. Your HydroComp key will have a label on it with HYDROCOMP and some product identifier (something like "NC0123 U0456"). Make sure you have the right key and it is plugged in.
Communication issues
- Make sure that you have the key drivers installed. Click to the drivers page and carefully follow the instructions to download and install the key drivers.
- Swap USB ports. It is uncommon for USB ports to be the problem, but it has happened.
- Check that your AV utilities are not "sandboxing" or restricting access to the key. Every AV utility is different, so you'll need to check the AV documentation - we cannot help with this.
Key issues
- Click to the license viewer page to download and run the viewer. If you see your product and license in the panel, then it is probably not an issue with the key. (Note the driver repair options that are generally relevant only for the viewer, not the software application.)
- If you do not, click the single menu item "Click for license management" and then "Export key summary". Send this file to support@hydrocompinc.com with a photo of your key and label.
Once again, when sending us an email, please make sure to tell us your company name, product, and error message screenshots. We cannot help you diagnose a problem without data.
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