TM 3.00.888 not sensing dongle

[donaldbabcock]

We are having issues with our TM server. Running version 3.00.888 on a machine with Server 2003 SE SP2. Yesterday it started generating this error:

Login failed because the TM server is missing the required security device (Dongle)

The dongle is plugged in, green light is on. Windows shows it as Rainbow USB SuperPRO in device manager. I have verified that TMWatchdog and Apache are both running. We have gone through several reboots to no avail. Additionally we have disabled and reenabled the dongle as well as uninstalling and reinstalling it. No changes have been noted.

DongleChecker.exe is running. And we can run dongleread.exe from the disk and it shows the serial number of the dongle. However the web application keeps coming up with the same answer. I contacted our technical rep with Presidio and he seems to think our dongle has gone bad. I would like to know if there is a way to make sure that any server configurations haven't changed inadvertantly. No one has made any changes to the machine so this shouldn't be the case.

Any ideas/suggestions would be greatly appreciated.

 

[donaldbabcock]

bump

 

[drdialtone]

Have you tried re-installing the sentinel drivers for the dongle? I know it sounds strange but on the TM3 CD there is an application called Sentinel.

Try downloading the latest from the website,

http://www.safenet-inc.com/Support_and_Downloads/Download_Drivers/Sentinel_Drivers.aspx

This usually works for me.

Good luck

 

[MossEng]

If DongleRead.exe verifys your dongle and displays the Serial Number it proves the Dongle is connected and working OK. However I have had similar TM problems where I got the message the dongle is missing, It seemed to be caused by a Windows Update, I resolved it by reinstalling Windows and then Reinstalling TM, There may be an easy solution but I havent found it yet.

 

[donaldbabcock]

Driver has been checked and also downloaded the test application from Safe-net and things checked out fine.

MossEng - do you happen to know what update to look for?

 

[drdialtone]

Apologees if you have already done this but did you uninstall all the other drivers 1st? If it's a windows update, click on the updates button under add/remove then sort the files by date order and remove the most recent.

 

[donaldbabcock]

Update on this. We did a reinstall of TM and now we are not getting the dongle error. We are getting a generic "The website cannot display the page
HTTP 500
Most likely causes:
The website is under maintenance.
The website has a programming error."

Anybody seen this before? Our Presideo rep is at a loss as to what the problem is.

 

[Reusser]

Format the PC and partition.

1. Install Windows 2003 Server Standard Edition.
2. Install all drivers you need for the PC device.
3. Install SP1.
4. Install Telephony Manager 3.00.888 as per NTP 553.3001.230, page 215, and also per the GRB Appendix B. Windows 2003 Configuration and Restrictions.
5. In IIS "enable parent path".
6. Can now login in via web admin and retrieve sets.

--------------------------------------------------------------------------------

Extract from NTP NTP 553-3001-230 PAGE 215

CAUTION — Service Interruption
TM 3.0 is not supported on a Windows Server system that is configured as a Primary Domain Controller (PDC). DO NOT install TM 3.0 on a PDC.
This chapter contains information about the following topics:

Windows 2003 configuration and restrictions. . . . . . . . . . . . . . . . . . . . 215

Web Server extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Enabling Web Service extensions in IIS 6.0. . . . . . . . . . . . . . . . . . . 216

Add a New ISAPI Web Service extension to IIS 6.0 . . . . . . . . . . . . 217

Enabling parent paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Configuring IIS 5.0 isolation mode . . . . . . . . . . . . . . . . . . . . . . . . . 220

Adjusting Internet Explorer security settings . . . . . . . . . . . . . . . . . . 222

Remote Desktop and Terminal Server . . . . . . . . . . . . . . . . . . . . . . . 224

TM 3.0 server-client setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Configuring client authentication on the server side . . . . . . . . . . . . 225

 

[donaldbabcock]

Reusser - I see that you have been around for awhile. However, I feel compelled to ask, isn't doing a wipe and reload of the OS a bit drastic? I've gone through the manuals and checked all the IIS settings are correct and nothing needed changing. So, my question would be this.

What would doing the reload accomplish? If all the settings are already correct then I'm confused as to why a reload of the OS would need to be done.

Additionally I noticed that you show SP1 for the OS. We have been running SP2 for several years now on it with out problems except the recent one.

 

[MossEng]

If I remember correctly the HTTP error is caused by not following the Patch install correctly, to resolve the issue:
1. Stop Tomcat Service
2. Delete Work Folder in Tomcat File of TM
3. Restart Tomcat Service

 

[donaldbabcock]

Thanks for the suggestion. I tried it and it is still giving an the error. Stopped all TM services and closed out of TM. Stopped Tomcat and deleted the work folder. restarted all the services and tried it. Same error.

 

[sl1input]

Did you happen to change the computer name recently?

That could have caused the error:

Login failed because the TM server is missing the required security device (Dongle)

I have seen this before when changing the computer name, as in IIS the TM installs against the computer name so if you change it, it screws up.

I would suggest you now reinstall IIS on the machine.

If still no joy : backup TM, uninstall TM, reboot, uninstall IIS, reboot, install IIS, reboot, install TM, reboot, patch TM, reboot,restore backup, now working?

Quite a few reboots but should work and saves rebuilding whole OS.