FAQ: Troubleshooting

When installed on Windows 98, PowerPac, Espro and Quotemate require two Dynamic Link Libraries (DLL's), “CRYP95?.DLL” and “CRP9516?.DLL”. If these files are not located in the installation directory, then the installation did not complete correctly.

Reinstall the software to the same directory. If this error still occurs after reinstalling, please contact technical support.

The software uses a license monitoring system called Crypkey. When running from a network drive or from a standalone NT workstation, the Crypkey license server program needs to be running in order to monitor all license requests to run the software. If this license server is not running, the above error will occur. In the case of Windows 9x servers, the directory that the software has been installed to must also be correct.

Please refer to the appropriate section below in order to check that the license server is setup correctly. If you are running from a network drive, the operating system listed below refers to the computer that is being used as the server. If everything appears to be setup correctly, contact technical support with as much information as possible.

Windows 2000/XP/2003/Vista

The Crypkey license server program is installed as a Windows service on the computer that the software has been physically installed to. The latest version of this service does NOT require the installation directory to be stated.

Check that the service is installed and running. To do this, run the Control Panel and select Services. "Crypkey Licences" should be listed in the list of installed services. Make sure that the status is started and that the startup is set to Automatic.

Crypkey Service is not installed.
If the "Crypkey Licence" service is not displayed in the list of installed services, it has either been removed or was not selected to be installed in the initial installation.

Check if a file named SETUPEX.EXE is located in the installation directory of the software. If it is, simply run this program to install the license server. When run, it will appear as if nothing has happened, however a file named SETUPEX.XCO should have been created in the directory should you wish to check. The "Crypkey Licence" service should now be setup up correctly and running.

Crypkey Service is installed but not running.
For some reason, the "Crypkey Server" service has been stopped or was not started when the computer was turned on.

If the Startup column shows "Manual" or "Disabled" click on "Crypkey Server" to highlight that option and click on the "Startup" button. Select "Automatic" when the service properties window is displayed and then click "Ok". This will ensure that the service is started whenever Windows starts.

You now need to start the service by selecting "Crypkey Licence" (if it is not already selected) and then click the "Start" button.

Close the Control Panel.