Helios Dongle Prevents System Shut Down

duvaltan · 04-22-2008, 12:38 AM

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!

unity · 04-22-2008, 01:48 AM

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.

duvaltan · 04-22-2008, 11:03 AM

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

unity · 04-22-2008, 11:08 AM

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?

duvaltan · 04-22-2008, 03:32 PM

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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duvaltan · 04-23-2008, 08:40 AM

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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unity · 04-23-2008, 09:35 AM

Great! Glad it worked for you.

atouchofgold · 04-26-2008, 03:04 PM

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?

unity · 04-26-2008, 08:28 PM

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.

Din-Canada · 04-28-2008, 04:06 PM

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.

04-22-2008, 01:48 AM	#2 (permalink)
unity I vote for DERF! Join Date: Jan 6 2004 Location: Midwest-ish Posts: 1,554 Rep Power: 5	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. __________________ “There is only so much logical space in our universe,” Binette said. “Think of it like a Chinese take-out box stuffed with Kung-Pao Shrimp. The more shrimp you stuff in, some shrimp pop out the bottom."

04-22-2008, 11:03 AM	#3 (permalink)
duvaltan Join Date: Apr 1 2003 Location: Key West, Florida Posts: 35 Rep Power: 0	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

04-22-2008, 11:08 AM	#4 (permalink)
unity I vote for DERF! Join Date: Jan 6 2004 Location: Midwest-ish Posts: 1,554 Rep Power: 5	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? __________________ “There is only so much logical space in our universe,” Binette said. “Think of it like a Chinese take-out box stuffed with Kung-Pao Shrimp. The more shrimp you stuff in, some shrimp pop out the bottom."

04-22-2008, 03:32 PM	#5 (permalink)
duvaltan Join Date: Apr 1 2003 Location: Key West, Florida Posts: 35 Rep Power: 0	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. http://webcam.notlimah.net http://webcam2.notlimah.net Last edited by duvaltan; 04-22-2008 at 03:35 PM.

04-23-2008, 08:40 AM	#6 (permalink)
duvaltan Join Date: Apr 1 2003 Location: Key West, Florida Posts: 35 Rep Power: 0	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. http://webcam.notlimah.net http://webcam2.notlimah.net

04-23-2008, 09:35 AM	#7 (permalink)
unity I vote for DERF! Join Date: Jan 6 2004 Location: Midwest-ish Posts: 1,554 Rep Power: 5	Re: Helios Dongle Prevents System Shut Down Great! Glad it worked for you. __________________ “There is only so much logical space in our universe,” Binette said. “Think of it like a Chinese take-out box stuffed with Kung-Pao Shrimp. The more shrimp you stuff in, some shrimp pop out the bottom."

04-26-2008, 03:04 PM	#8 (permalink)
atouchofgold Join Date: Dec 24 2004 Location: Fresno/Clovis, Ca. Posts: 27 Rep Power: 0	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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