---
title: "Troubleshooting HASP USB dongle related issues"
canonical: "https://support.blancco.com/space/KB/11633362/Troubleshooting%20HASP%20USB%20dongle%20related%20issues"
format: markdown
---
| **<span style="color: #003366">Created date</span>** | **<span style="color: #003366">Updated date</span>** | **<span style="color: #003366">Affects version</span>** | **<span style="color: #003366">Fix version</span>** |
| --- | --- | --- | --- |
| <span style="color: #003366">N/A</span> | 12/7/2020<span style="color: #003366"> </span> | <span style="color: #003366">HASP-keys</span> | <span style="color: #003366">N/A</span> |


<span style="color: #003366">Blancco related license issues might not always be related the software (Blancco 5, Blancco Drive Eraser, Blancco Mobile Device Eraser, Blancco LUN Eraser, Management Console, etc.). The HASP USB dongle can also be the source of the problem. Before contacting the Blancco Technical Support team, do the following:</span>

1. <span style="color: #003366">Try connecting the HASP-key to another machine/USB port</span>
2. <span style="color: #003366">After connecting the HASP-key, the drivers for the key should be automatically installed. Alternatively, you can install the drivers manually</span>
3. <span style="color: #003366">To check if the key is properly detected follow below steps:</span>
  1. <span style="color: #003366">Make sure that the HASP-dongle is connected to the machine.</span>
  2. <span style="color: #003366">Open a browser and go to the address: </span>[<span style="color: #003366">http://localhost:1947/</span>](http://localhost:1947/)
  3. <span style="color: #003366">"Sentinel Admin Control Center" page will open.</span>
  4. <span style="color: #003366">Click on "Sentinel Keys" on the left panel.</span>
  5. <span style="color: #003366">If you can see your HASP-dongle on the list, the key is correctly detected by the machine.</span>

<span style="color: #003366">Other issues which may occur:</span>

| <span style="color: #003366">**Issue**</span> | <span style="color: #003366">**Explanation**</span> | <span style="color: #003366">**Resolution**</span> |
| --- | --- | --- |
| **<span style="color: #003366">HASP key not detected (in Windows environment)</span>** | <span style="color: #003366">The drivers have not been installed properly.</span><br><span style="color: #003366"> Drivers can be either downloaded by Windows or installed automatically when setting up Blancco Management Console</span> | - <span style="color: #003366">Download </span>**<span style="color: #003366">Sentinel HASP/LDK Windows GUI Run-time Installer</span>**<span style="color: #003366"> from </span>[<span style="color: #003366">manufacturer's web site</span>](https://supportportal.thalesgroup.com/csm/?id=kb_search&spa=1&u_related_product_names=54303b92db852e00d298728dae96199c&u_all_related_operating_systems=a578de514fe293409a523c728110c763,66689e154fe293409a523c728110c74c&tags=de8cd6961b0a05100f65997e0d4bcb64)
- <span style="color: #003366">Make sure that you select a version that is compatible with your operating system </span>
- <span style="color: #003366">DO NOT have the USB dongle connected to the computer</span> |
| **<span style="color: #003366">HASP key is physically broken</span>** | <span style="color: #003366">HASP dongle exterior or connector is damaged (bent/broken)</span><br><span style="color: #003366">Red connectivity led does not light up when the dongle is connected</span> | - <span style="color: #003366">Contact Blancco Technical Support team</span>
- <span style="color: #003366">Take a screenshot of </span>[<span style="color: #003366">Blancco HASP Tool</span>](https://go.docs.blancco.com/wiki/spaces/KB/pages/11633306)<span style="color: #003366"> GUI</span> |
| **<span style="color: #003366">HASP key's battery is dead</span>** | <span style="color: #003366">Blancco HASP Tool is able to detect a dead battery and will not function properly in such case</span> | - <span style="color: #003366">Contact Blancco Technical Support team</span>
- <span style="color: #003366">Take a screenshot of the error message</span> |
| **<span style="color: #003366">HASP key's clock is out of sync</span>** | <span style="color: #003366">Sometimes the internal clock of a HASP drive may corrupt. Blancco HASP Tool reads the HASP dongle's internal HASP clock value. </span><br><span style="color: #003366">If the number does not match the current time (or is not even close, for example: 2070010100), then internal HASP clock is corrupted.</span><br><span style="color: #003366">Date is displayed in format YYYY-MM-DD-HH</span> | - <span style="color: #003366">Contact Blancco Technical Support team</span>
- <span style="color: #003366">Take a screenshot of the error message</span> |


<span style="color: #003366">If none of the HASP related issues listed above do not seem to be the problem in your case, contact Blancco's Technical Support team and remember to include the following information when </span>[<span style="color: #003366">submitting your issue ticket</span>](https://servicedesk.blancco.com/servicedesk/customer/portal/6)<span style="color: #003366">:</span>

- <span style="color: #003366">HASP key number (the number on the key chain).</span>
- <span style="color: #003366">What erasure software are you using? Make sure that you specify which product you are using. </span>
- <span style="color: #003366">Also make sure that the licenses always need to match the used Blancco product.</span>

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