Resolving Security Device (USB) Issues

Your USB (dongle) is a security device with corresponding license files that must be plugged in to your computer for the program to function. If you have multiple Fiery products with multiple USB devices, ensure the correct USB with the correct license files is plugged in. If a communication issue occurs, a notification dialog appears. Use this article to resolve the error or contact Technical Support with the error number and message.

Note: Fiery LLC recommends backing up your license files (see Policies).

Ensuring your Security Device is Working

Launch the program and draw some shapes (Shape Tools). If no error message appears, the device is working.

Go to Help > About... and check the serial number (highlighted orange, below). If communication is good, the last two characters after the comma are "#0" (pound sign, zero).

about

Error Locating Security Device

error-locating-device

If you see this warning dialog (above), there are communications issues with the USB, usually when starting the application.

Use the following tips to help resolve the issue:

Unplug the USB
Change USB ports
Restart your computer
Check your USB to ensure it's the correct one for this application
Check your USB to ensure it's the correct one for these license files (may have been copied over from another USB)
Upgraded recently? Wrong License Files
Has the device or port become defective? Corrupted USB Port or USB Device

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error-locating-device-after-running

If you see this warning dialog (above), there are communications issues with the USB, usually when the program is already running.

Often, it will be accompanied by this warning:

please-replace-device

Use the following tips to help resolve the issue:

Plug in the USB
Has the device or port become defective? Corrupted USB Port or USB Device

Wrong License Files

incorrect-license-files

Have you upgraded recently?

The license files must correspond to the correct application version. Ensure you are using the new license files. Click Yes or go to Help > Update License Files (Updating License Files).

Do you have the correct license files in the correct program folder?

If you're not sure, copy the correct files to the program folder (for example, C:\Fiery\SignLab 10.0).

Corrupted USB Port or USB Device

To check that your USB port and device are working:

Change USB ports or computers
- If another port or computer works, the port may be defective.
Check Devices and drives (open a folder and click This PC)
- If the device does not show up, the USB may be defective (contact Technical Support).

Unrecognized USB Device

Follow the steps on the Microsoft website, then reconnect the USB: https://support.microsoft.com/en-ca/help/2654149/error-usb-device-not-recognized-when-you-try-to-access-a-usb-external