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Old 04-22-2008, 12:38 AM   #1 (permalink)
 
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Exclamation Helios Dongle Prevents System Shut Down

We installed a new workstation, XP Pro, Intel 4500 dual core, 2 meg ram; performed all the installs and upgrades to 11.6.1 but when we installed the dongle, the system will not shut down normally. We have isolated the problem to that specific device. Has anyone had similar issues and could offer a possible fix? This is the third XP Pro workstation we have used since version 11 was released and have never encountered the problem before. The screen hangs up with the blue "Windows is Shutting Down" and you have to do a hard shut down with the power button which of course is impossible by remote access. Any help would be greatly appreciated. Thanks!
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Old 04-22-2008, 01:48 AM   #2 (permalink)
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Re: Helios Dongle Prevents System Shut Down

Try a different set of ports, they are grouped in three usually and many PCs have two sets of three. Ummm.... if this is the USB version?

Sounds weird, but I've seen that once before.

Did XP automatically install the crypto-key driver?

And on a last note... if you do not have the USB version, call Helios.
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Old 04-22-2008, 11:03 AM   #3 (permalink)
 
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Re: Helios Dongle Prevents System Shut Down

Thanks for the reply. Yes it is the USB version and Windows installed the Crpto driver perfectly both times we installed it (we did a system restore to isolate the problem). The new system is a Dell Vostro 400 tower with four USB ports on the rear and two on the front. I would be reluctant to use a front USB port as some mischievous personage might swipe it, if you know what I mean. It may come down to renewing our service agreement with Helios which I am reluctant to do, not just for the expense, but also because we have no interest in their new software. Of course, a year from September there is supposed to be a dongle exchange anyway. Thanks again, Unity
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Old 04-22-2008, 11:08 AM   #4 (permalink)
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Re: Helios Dongle Prevents System Shut Down

Then try each port. Again, a controller set usually uses three ports only. So the two in front are associated with one in the back.

Try the fronts anyway, just to rule out hardware issues.

Do you have all the latest service packs installed for XP?
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Old 04-22-2008, 03:32 PM   #5 (permalink)
 
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Re: Helios Dongle Prevents System Shut Down

Trying different ports is a great idea and is on my agenda for Saturday during my own shift. Yes, I always install all updates when putting a new CPU into service. Thanks again.

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Old 04-23-2008, 08:40 AM   #6 (permalink)
 
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Re: Helios Dongle Prevents System Shut Down

It worked! Thank you, Unity. Such a simple suggestion made all the difference. I always thought each USB port had its own IRQ address; never realized they were in series of three each. Thanks again.

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Old 04-23-2008, 09:35 AM   #7 (permalink)
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Re: Helios Dongle Prevents System Shut Down

Great! Glad it worked for you.
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Old 04-26-2008, 03:04 PM   #8 (permalink)
 
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Re: Helios Dongle Prevents System Shut Down

Having the same problem, now when try to put someone in room, it says helios has detected a date problem, call tech support. Don't have tech support any longer. Anyone have any ideas what is wrong?
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Old 04-26-2008, 08:28 PM   #9 (permalink)
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Re: Helios Dongle Prevents System Shut Down

A date problem often means that someone changed the computer clock. Either to bypass something to make helios think its a different day or the computer clock is just off.

Check to make sure the computer's time and date are correct. Then you can try running a compare DB program.
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Old 04-28-2008, 04:06 PM   #10 (permalink)
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Re: Helios Dongle Prevents System Shut Down

The port issue with windows not shutting down usually occurs when you start windows and the computer with the dongle already plugged in.

When installing the dongle, make sure you install Helios and then once that is done...with the computer already on. Plug the dongle in to USB. it will automatically detect and install it.

Otherwise it will marry it to that port and make it think it's a harddrive and it's missing and will not shut down properly.
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