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Software FAQs

If you are using "Legacy Software", click here.

Common errors and solutions

Legacy error codes can be found here.

ErrorDescriptionResolution
2002 No access to key server (Hardware) This issue is caused by limited or no internet connectivity. Check your internet connection (wired or wireless) and make sure you are connected. Attempt to display a webpage (example http://www.cnn.com) Hit Ctrl+F5 to ensure the data is not cached. See "Testing connection to primatech key server" to diagnose and resolve possible connection issues. 
2013 Key is Invalid Your key is invalid. Make sure your software is up to date.  You can check the current version of your software by clicking Help in the top menu and selecting 'Check for Updates'.
2014 Key is Invalid See resolution for error 2013
2016 Expired Key Your key has expired. The software has tried to renew your key, but was unable to do so. Hit retry, this will attempt to make a new connection to the server. 
2021 Permissions Issue

The software does not have permission to access the key folder or files. Make sure read and write permissions are set for the following directory:

Windows Vista/7/8:
C:\ProgramData\Primatech\<product>\<version>
*The ProgramData folder may be hidden. 

Windows XP:
C:\Documents and Settings\All Users\Application Data\Primatech\<product>\<version> 

2028 No access to key server Similar to Error 2002 this issue is caused when there is no access to the key server. This is usually a software or network block. Check your Firewall settings and contact your IT department to ensure Primatech's applications have the required permissions to connect to the internet.
2030 Captive Portal Detected Captive Portal Technology restricts internet traffic until a user has authenticated with a transparent proxy server. This is common place in hotels and some corporations (usually wireless traffic). Usually, authenticating is as simple as opening a web browser window and trying to access a website. The page will be redirected to either a user agreement or a user login. Agree or login then try Primatech software again. If the problem persists contact a network administrator.
3002  No active keys found for the specified serial number This is usually caused by an invalid serial number. Serial numbers are case sensitive so it is best to copy and paste from your introduction email. You can view and modify your serial number via Utilities-> License Information
3005 No keys are available at this time for this license You have reached the maximum amount of concurrent users. This error will generate a link that will display others currently using the software. Use this information to identify and resolve the issue. If you find this is happening often, consider purchasing additional keys. You can also switch to 'Hold key on close' to keep a key reserved.
4001 No dongle found The dongle can not be found. You must have a dongle plugged into the machine running the software at all times while using the software. Important Note: If you are using Windows 8 make sure you have updated the software as previous versions had a bug that can cause this error.

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