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Support Issues

 

Hardware License Key Reactivation

Every six months gINT USB hardware keys must reactivate by contacting gINT Software. At that time, you will be prompted to reactivate your hardware license key:

Hardware key reactivation message

If you are prompted to reactivate/update your license, click OK to enter the Select an Update Method dialog:

Select an Update Method dialog box

To update your license via the Internet, simply click Next.

If gINT is unable to connect to the Internet, please check the following:

  1. Make sure your computer is connected to the Internet.
  2. If your computer is connected to the Internet and you still cannot reactivate your license, a firewall may be preventing your computer from connecting to our server. Ask your IT specialist to modify your firewall or Internet proxy to allow access to license.gintsoftware.com

If you cannot connect to the Internet or modify your firewall settings to allow access to our server, you can reactivate your hardware license manually by following these steps:

  1. Select the "E-mail, phone or fax" option and click Next to enter the Manual Update dialog:

    2. Enter License Update Code dialog box
  2. This dialog contains your Client ID, Code Entry Number and License ID.
    E-mail (activate@gintsoftware.com), phone (+1 707 284 2200) or fax (+1 707 284 2274) these numbers to gINT Software. We will respond to you with an Activation Code.
  3. Enter the Activation Code in the space provided and click Next to complete your license update.

Why hardware keys need to be reactivated:

Over the years we have received significant numbers of parallel keys reported lost or stolen. Because each key is effectively a full primary license, we have been forced to charge increasingly higher prices for replacement parallel keys. With the new USB keys, however, we can disable keys reported lost or stolen, in turn, allowing us to reduce the price for replacing lost/stolen USB keys. We have therefore moved to the practice of reactivating USB hardware keys every six months in order to provide you with a lower replacement cost.

 

gINT and Windows Vista

We are currently engaged in extensive testing of gINT under Windows Vista. Our initial tests show no major issues running gINT on Windows Vista. We are committed to supporting Windows Vista and will address any issues if they arise. If you are running gINT on Windows Vista and encounter any issues please notify us so that we can work to resolve them.

 

Anti-Virus Software Issue Update

The issues noted below result from two third party files (DWSPY36.dll and DWSHK36.OCX) used by many legitimate programs and created by DESAWARE (www.desaware.com). Unfortunately these files are also used by certain spyware programs and for this reason, may have been blocked by your spyware software. According to Symantec it is not advisable to delete these files. Click on the following link for more information from Symantec on this issue.

AOL Spyware Protection Software Issue

If you are experiencing a gINT Run-time error message "Automation error Library not registered" or if AOL Spyware Protection software has identified one or both of the following registry items** as spyware please note that THIS IS AN AMERICA ONLINE SPYWARE PROTECTION SOFTWARE ISSUE. In order to use gINT you will need to log onto AOL Safety and Security Center Select "Spyware Protection" and "Scan Results" then select the "Allow" option for these two blocked entries.

hkey_classes_root\typelib\{389B19AA-9A87-11D1-B77F-00001C1AD1F8}
hkey_classes_root\typelib\{0A4AFE1D-F664-11D0-B649-00001C1AD1F8}

The registry items noted above refer to the following files respectively:

DWSHK36.OCX
DWSPY36.dll

New McAfee Anti-Virus Issue

In light of our recent issue with Norton AntiVirus identifying a legitimate gINT file as a virus, we would like to make you aware of a similar problem that McAfee anti-virus software is creating for some of their users. Details of this problem are available from Computer World

We recommend that you configure your anti-virus solution to NOT automatically delete any files, but rather to quarantine them.

Norton AntiVirus Issue

If you are experiencing a runtime Error 339 or if Norton AntiVirus is identifying the gINT file DWSHK36.OCX as infected with a virus, please note that THIS IS A SYMANTEC NORTON ANTIVIRUS ISSUE. Symantec has said that they will post an update on their website to fix the problem by 2/10/2006.

You can also easily bypass the issue by removing the Norton Antivirus quarantine from the file DWSHK36.OCX. If Norton has deleted the file, you may need to set your antivirus settings to ignore this file before you go about replacing it. To replace the deleted file either download and install the file gINTOCXRepair.exe or reinstall gINT from your original CD.

Note: If you choose re-install gINT from the original CD, please make sure to also update to the latest patch of gINT from our updates page

If you have any questions about this issue, please contact tech support.