Troubleshooting key-related problems

My key is not working!

From previous experience we have learned that this issue appears because the key was entered incorrectly. Please enter the key one more time. Please make sure that you enter it exactly as it is. You are not allowed change it in any way. Also, please note that the key is composed from two fields. You need to enter BOTH fields:

• the first field is the key name (do not alter it)
• the second field is the key data (do not alter it)

DO NOT enter the key by typing it! This has a great potential to introduce typos. Instead, please use the copy/paste functions.

Hint: You can copy both fields (Name and Data) at the same time, and paste them into DNA Baser at once (see figure 2). The program will know how to separate them.

Check list

1. Make sure you have entered the key EXACTLY as provided. The key has two fields/strings. You are not allowed to change any of them.
2. Make sure that you are entering the key in the right computer. Each key will work only in the computer for which it was generated.
3. Make sure you are not using a Single-user key with DNA Baser Multi-user (Network) program
4. Make sure you are not using a Multi-user (Network) key with DNA Baser Single-user program
5. Make sure you are using the latest version of DNA Baser.
6. Verify if your computer ID is the same (the ID may change if you upgrade your hardware)

If the key is still not working, please contact us. Please let us know if you have successfully followed the items in the check list above.

Troubleshoot diagram

If the key is still not working, please contact us. Each path has numbers. Please let us know the exact path that you followed; for example B -> 2 -> b.

Additional instructions for Network users

There is additional troubleshooting info about your key in this page.