Last update: 4‐November‐2010 BS Login Failure Template In order to provide you with the best support, please follow the steps and return this document filled‐up with your answers, and also provide the requested reports. Background information 1. What is the SRM version? ‐‐‐‐ please specify‐‐‐‐‐‐‐‐‐‐ 2. Have you been able to work with the BS before the problem emerged? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ a. If yes, what change could have started the problem (installation of software, hardware change, changing machine or network configuration, SRM upgrade)? ‐‐‐‐‐Please elaborate‐‐‐‐‐‐ 3. During the installation of SRM CD: a. Have you encountered with any errors? ‐‐‐‐‐‐‐ No/ Yes, please specify ‐‐‐‐‐‐‐‐ If yes, you’d probably need to uninstall and then re‐install (see below “how to re‐install”). b. Have you used the default settings of port 443? ‐‐‐‐‐‐‐Yes /Other, please specify ‐‐‐‐‐‐‐‐ c. Which SQL database used? ‐‐‐‐‐ Your own DB / new SRM / upgrade from older SRM‐‐‐‐‐‐ d. In case your own DB is used, it must be SQL 2005 or above. 4. Are the BS server, client, and SQL, installed on the same machine? ‐‐‐‐‐Yes / No, elaborate‐‐‐‐ 5. If the SQL database resides not on the BS server machine, Use “SQL Server Surface Area Configuration” to check whether its configuration allows remote connection. 6. If the BS server is installed on the server, and you fail to login from one or more clients: Install vendor suite on the server, and check login to the BSS. Is it working OK locally? ‐‐‐‐‐‐‐Yes / No, please elaborate ‐‐‐‐‐‐‐‐ Please proceed according to the appropriate section bellow… If Business Studio is installed on XP Home Edition In order to allow the work of Business Studio on XP Home Edition, the file “tasklist.exe” is required (it is part of XP Pro but does not exist on XP Home). ‐
Copy the file into C:\Program Files\SafeNet\HASP SRM Server\Servers\HASP SRM Server ‐
Restart the machine If error 80400 is returned Go to “C:\Program Files\SafeNet\HASP SRM Server\Servers\HASP SRM Server” and check existence of the file “hasp_windows_master.dll”. If not, copy it from another machine, or re‐install. If error 7102 is returned in the BS logs You have used unsupported characters for the SQL password, such as ‘!’ or ‘$’. If login failed also from the server Continue in the document “Server Login Failure.doc” If login failed only from clients, but OK from the server Continue in the document “Client Login Failure.doc” The following is to be used ONLY if the problem has not been resolved How to re­install SRM (and leave SRM database) Required if unresolved errors occurred during CD installation, or when the login failure is not resolved: 1. Backup your machine 2. Using add/remove programs remove HASP components 3. Install SRM CD, when asked choose “create new database” (in case you don’t need to use existing one). The following is to be used ONLY if the problem has not been resolved How to re­install SRM including the SRM database In case all should be removed and start from the beginning: 1.
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Backup your machine and the database Using add/remove programs remove HASP components Using add/remove programs uninstall “Microsoft SQL Server”, and check “HASPSRMDATABASE”. Erase the files “SRMServer.mdf” and “SRMServer_log.LDF” under “C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Data” or “C:\Program Files\Microsoft SQL Server\MSSQL.2\MSSQL\Data” 5. Install the SRM CD, when requested choose to create a new database. How to uninstall HASP Run­time 1. Remove any connected HASP key. 2. Download the latest command‐line HASP SRM Run‐time installer from our web site: www.hasp.com/srm 3. From the command prompt run “haspdinst –purge”, and follow the on‐line instructions. 4. Download the latest command‐line HASP 4 Run‐time installer from our web site: www.hasp.com/h4 5. From the command prompt run “hinstall –r ‐alldrv”, and follow the on‐line instructions. 6. Restart the machine if possible How to install HASP Run­time 1. Remove any connected HASP key. 2. Download the latest command‐line HASP SRM Run‐time installer from our web site: www.hasp.com/srm 3. From the command prompt run “haspdinst –i”, and follow the on‐line instructions. 4. Connect the HASP key, and check it shows up in the ACC Appendix – BS Error types according to the error number: 1*** ‐ Handler errors 2*** ‐ Authorization errors 3*** ‐ Licensing engine errors 5*** ‐ Incorrect input 7*** ‐ Database errors 8*** ‐ SafeNet business model 9*** ‐ System errors Updated: 2‐November‐2010 Server Login Failure Notes ‐
Before using this document please start with “Start Here.doc”. ‐
The Vendor Suite needs to be installed on the server prior to starting with the following tests. ‐
After every change done in the following steps, please try to check login to the BS. ‐
It is highly recommended to be accompanied with system administrator for the following steps. ‐
In any step that fails, please take a screenshot of the error and send it to the SafeNet support team 7. Are the following Windows Services are in “started” status? ‐ Sentinel HASP License Manager ‐ Sentinel HASP SRM Business Studio Server ‐ SQL Server (HASPSRMDATABASE) ‐ SQL Server Browser ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ Restart anyway those Services. Succeeded? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ 8. Using ACC, can you see any HASP key connected? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ 9. Are there any other keys displayed with Firmware not supported? If yes, disconnect them and check again. 10. Type the following link in the internet Explorer (case sensitive!): https://localhost/HASPLogin?test And then press on “Continue to this WebSite (not recommended)”. You should get “database connection: passed”. ‐‐‐‐‐‐Passed / Other, please specify‐‐‐‐‐‐ 11. Check what is the port number “CLIENT_PORT=” within the following file: %ProgramFiles%\Safenet\HASP SRM Server\Servers\HASP SRM Server\hasp_svr.cfg 12. Before login to the BS, press on “Options”, change the Server Address into “localhost”, check that the port is as defined above in the CLIENT_PORT, try to login. 13. In order to check whether the CLIENT_PORT is occupied by the BS, follow the next steps: a. run from command‐line “netstat –ano” b. Under “Local Address” column check for “0.0.0.0:<CLIENT_PORT>”, and see on the same line what is the PID (the process ID number). There should be only one line with that port! (if not – please report) c. Open Task Manager, choose “Processes” and add “PID” in the menu “view” ‐> “select columns”. Now check the process‐name with the PID found above. It should be “hasp_svr.exe”. ‐‐‐‐‐‐‐It is / another, please specify‐‐‐‐‐‐‐‐ In case it is not hasp_svr.exe then check which is the process occupying the port. In case hasp_svr.exe is not listed do the following: ‐ run: regsvr32 "C:\Program Files\Safenet\HASP SRM\VendorTools\Common\Factory\hasp_com_factory.dll" ‐ Go to C:\Program Files\Safenet\HASP SRM Server\Servers\HASP SRM Server. And run the two commands (‐‐‐‐‐‐Please specify results‐‐‐‐‐‐‐): hasp_svr.exe start ‐ Check now hasp_svr is now listed in the processes ‐‐‐Yes / No‐‐‐‐‐ ‐ Try to login 14. Use the free Microsoft tool “SQL Server Management Studio Express”, and connect to <BS server>\<HASPSRMDATABASE>. Connecting OK? ‐‐‐‐‐‐‐Yes / problem, please specify‐‐‐‐‐‐‐‐ Go to Databases ‐> SRMServer ‐> Tables, right click on “dbo.ServiceData and choose “Open Table”. See that both the server name and the port number are right. ‐‐‐‐‐It is /other ‐‐‐‐‐‐ 15. Register the two COM DLL files by running the following: a. regsvr32 “C:\Program Files\Safenet\HASP SRM\API\Runtime\Com\hasp_com_windows.dll” b. regsvr32 “C:\Program Files\Safenet\HASP SRM\VendorTools\Common\Factory\hasp_com_factory.dll” ‐‐‐‐‐‐OK /failed‐‐‐‐‐‐‐ 16. Use the Envelope to login to BS server. ‐‐‐‐‐‐OK /failed, please specify‐‐‐‐‐‐‐ 17. Go to the following and run “HaspBssSample.exe”: “C:\Program Files\Safenet\HASP SRM\Samples\BusinessStudioServer\Local\HaspBssSample\bin\Release”. Can you log using the appropriate values (such as: “HASP”, “HASP” “localhost”, 443)? Yes / No, please elaborate 18. Check in the Task Manager that there is at least one hasp_cld process. How many exists? None / Several If no hasp_cld process shows up, from cmd‐line go to “C:\Program Files\Safenet\HASP SRM Server\Servers\HASP SRM Server”, run it, and check if the process shows up. If it does, try to login. Succeeded? In case of an error that file “myfile.dll” is missing: ‐ add the following into the system PATH: %SYSTEMROOT%;%SYSTEMROOT%\system32;%SYSTEMROOT%\system32\mydirectory; ‐ Re‐start the SQL Server Browser service. ‐ Reboot the machine. In case of any other failure of hasp_cld.exe: ‐ Make sure there is no START.exe file (from a third‐part software) in the PATH, which causes the Business Studio to use it instead of the built‐in Windows one. If start.exe of a third‐party exists, rename it into start2.exe, and then run hasp_cld.exe to see if it is working. ‐ Run “cmd” and from there change directory to: C:\Program Files\SafeNet\Sentinel HASP Server\Servers\Sentinel HASP Server Then run “TaskList”. If you don’t get a list of processes, you’ll need to follow the next steps:  Copy tasklist.exe from another machine into “C:\WINDOWS\system32” (XP home edition might not have tasklist.exe…) 
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Run “net stop winmgmt” Rename the subdirectory “%windir%\system32\wbem\repository” to something else Run “net start winmgmt /restart” Restart the machine Open Internet Explorer ‐> tools ‐> Internet Options, go to “Connection” tab, press on “Lan Settings”. In case “Use a proxy server for your LAN” is checked, the “Bypass Proxy server for local addresses” should be checked as well. ‐‐‐‐‐‐‐No need to change /I’ve changed it‐‐‐‐‐‐‐‐‐ Disable any firewall, antivirus and protection tools, and try to login again. Enable again if it didn’t help. Create detailed BS log files, by the following steps: a. Go to “C:\Program Files\Safenet\HASP SRM Server\Servers\HASP SRM Server”. b. Delete all the files under subdirectory “logs”. c. Change the “DBGLEVEL= 0” into “DBGLEVEL= 4” in all the .CFG files. d. Restart the service “HASP SRM Business Studio Server”. e. Login to the BS server (in result, logs will be created) f. Copy all the subdirectory “C:\Program Files\Safenet\HASP SRM Server\Servers\HASP SRM Server” and send to us in a zip. g. When all is done, return to “DBGLEVEL= 0”. In addition to providing us with this template filled‐up with your answers and reports, please also send to us the following created reports: a. Screenshot of the error b. ACC ‐> diagnostics report c. Run “MsInfo32” and create an .NFO report (need to be .NFO only) If not the latest SRM is installed, and the login failure is not resolved using this documentation, please upgrade to the latest SRM and check again. Updated: 4‐november‐2010 Client Login Failure Notes ‐
Before using this document please start with “Start Here.doc”. ‐
The test should be done on the “problematic” client machine unless defined otherwise. ‐
After every change done in the following steps, please try to check login to the BS. ‐
It is highly recommended to be accompanied with system administrator for the following steps. ‐
In any step that fails, please take a screenshot of the error and send it to the SafeNet support team 24. Open ACC in the client, connect any HASP key and check if the key is displayed. Is it? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ If ACC does not show up:  Restart the “Sentinel HASP License Manager” Windows Services in the client. Succeeded? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐  Uninstall the HASP Run‐time (see section “How to uninstall HASP Run‐time)  Install the HASP Run‐time (see section “How to install HASP Run‐time) If ACC shows up but the HASP key does not show up:  Check another HASP key.  If the other key also fails, uninstall and install the HASP Run‐time 25. If the login fails from all the clients: Check in the Server that there is no security package which block the URLs used for the communication (such as “https://tlv003475:443/HASPLogin”) 26. If the client machine Windows time is earlier than the server’s, then the client will not be able to login (it can be in a different time zone, but accurate on time and date). Please make sure time settings are correct. 27. Go to the server, and check the port numbers within the following file in the server: %ProgramFiles%\SafeNet\HASP SRM Server\Servers\HASP SRM Server\hasp_svr.cfg What is the port number right to the “CHILD_PORT=”? ‐‐‐Please Specify‐‐‐‐ What is the port number right to “CLIENT_PORT=”? ‐‐‐Please Specify‐‐‐‐ Make sure you use that CLIENT_PORT for the BS login. 28. Go to the client, and check connection between the client and the server: a. Ping from the client to the server NAME. OK? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ b. Ping from the client to the server’s IP. OK? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ If (b) is working, but (a) is not, please consult with your system administrator as it seems to be an issue of name resolving (DNS issues). Possible solutions can be: i. Ask your system administrator to fix the DNS setting (recommended). ii. Fix the DNS settings local by editing the host file on the local PC with the help of your system administrator. If (a) & (b) don’t work, please consult your system administrator and also check routing settings c. Check port CLIENT_PORT connection from the client to the server using “telnet” (telnet <BS server Host name> <Port Number>). Make sure no error is displayed. d. Check the network connection issue with IT in your organization (firewall, protection software like Anti Virus, administration rights, network configuration, and so on). 29. Use the free Microsoft tool “SQL Server Management Studio Express” to: a. From the client, connect to: <BS server>\<HASP SRM DATABASE>. (Note: the default name for the HASP database is “HASPSRMDATABASE”, however if you have used another name, please use that name) Connecting OK? ‐‐‐‐‐‐‐Yes /No, please specify‐‐‐‐‐‐‐‐ If not successful, please consult your DBA about the SQL connectivity issues. b. Go to Databases ‐> SRMServer ‐> Tables, right click on “dbo.ServiceData and choose “Open Table”. See that both the server‐name and the port‐number are right. NOTE: The server name must not be “localhost”!!! ‐‐‐‐‐It is OK /other ‐‐‐‐‐‐ c. Make sure the server name in the dbo.ServiceData table is the same as the one you type for the “Server Address” when you login from the client. d. You can try changing the dbo.ServiceData to have the server IP instead of the server name. 30. Register the two COM DLL files by running the following: c. “regsvr32 C:\Program Files\SafeNet\HASP SRM\API\Runtime\Com\hasp_com_windows.dll” d. “regsvr32 C:\Program Files\SafeNet\HASP SRM\VendorTools\Common\Factory\hasp_com_factory.dll” ‐‐‐‐‐‐OK /failed‐‐‐‐‐‐‐ 31. Use the Envelope to login to BS server. ‐‐‐‐‐‐OK /failed, please specify‐‐‐‐‐‐‐ 32. Go to the following and run “HaspBssSample.exe”: “C:\Program Files\SafeNet\HASP SRM\Samples\BusinessStudioServer\Local\HaspBssSample\bin\Release”. Can you log using “HASP”, “HASP”, <BS server name>, <port number>? Yes / No, please elaborate 33. Open Internet Explorer ‐> tools ‐> Internet Options, go to “Connection” tab, press on “Lan Settings”. In case “Use a proxy server for your LAN” is checked, the “Bypass Proxy server for local addresses” should be checked as well. ‐‐‐‐‐‐‐No need to change /I’ve changed it‐‐‐‐‐‐‐‐‐ 34. Re‐install the Vendor Suite: a. Backup your machine e. Using add/remove programs remove HASP components f. Start the SRM CD setup; check only the “HASP SRM Vendor Suite”. g. Try again to login to BS. OK? ‐‐‐‐‐‐‐Yes / No ‐‐‐‐‐‐‐‐ 35. Create detailed BS log files, by the following steps: h. In the server go to “C:\Program Files\SafeNet\HASP SRM Server\Servers\HASP SRM Server”. i. Delete all the files under subdirectory “logs”. j. Open every .CFG file with notepad, and change in each one of them the “DBGLEVEL= 0”
into “DBGLEVEL= 4”. k. Restart the service “HASP SRM Business Studio Server”. l. From the client login to the BS server (in result, logs will be created) m. Copy all the subdirectory “C:\Program Files\SafeNet\HASP SRM Server\Servers\HASP SRM Server” and send to us in a zip. n. When all is done, return to “DBGLEVEL= 0”. 36. In case you find in the log error of “The user is not authorized to execute this API": Update the ServiceData table of the SRM database by changing the server name from “localhost” into the server machine name. 37. In addition to providing us with this template filled‐up with your answers and reports, please send to us also the following created reports: d. Screenshots of the errors e. ACC ‐> diagnostics report f. Using ACC , the screenshot of the Master key’s features g. Run “MsInfo32” and create an .NFO report (need to be .NFO only) h. If not the latest SRM is installed, and the login failure is not resolved using this documentation, please upgrade to the latest SRM and check again. i. Type the following link in the internet Explorer (case sensitive): “https://localhost/HASPLogin?test” And then press on “Continue to this Web Site (not recommended)”. You should get “database connection: passed”. ‐‐‐‐‐‐Passed / Other, please specify‐‐‐‐‐ j. Please specify the versions of the BS application and Server (if the BS application has a higher version you should at least upgrade it to the servers version)