{"_id":"57abc0e0b5c9591700b879cd","project":"574a3bc0d1d1381900b73fab","version":{"_id":"574a3bc0d1d1381900b73fae","project":"574a3bc0d1d1381900b73fab","__v":7,"createdAt":"2016-05-29T00:45:52.939Z","releaseDate":"2016-05-29T00:45:52.939Z","categories":["574a3bc0d1d1381900b73faf","574be6d52aa7221700c51bed","574c0b6d281b010e00008f89","574c1afbcf99610e00ef7d2b","574d13b9a1f0be2000ae3803","574d14140db0870e0075382d","591eb3a72c1b1f0f000fa9f2"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"3517.0.0","version":"3517"},"category":{"_id":"574a3bc0d1d1381900b73faf","version":"574a3bc0d1d1381900b73fae","project":"574a3bc0d1d1381900b73fab","__v":0,"sync":{"url":"","isSync":false},"reference":false,"createdAt":"2016-05-29T00:45:52.959Z","from_sync":false,"order":1,"slug":"documentation","title":"Introduction"},"user":"574bfb9290d8b32000864973","__v":1,"parentDoc":null,"githubsync":"","metadata":{"title":"","description":"","image":[]},"updates":[],"next":{"pages":[],"description":""},"createdAt":"2016-08-11T00:03:44.755Z","link_external":false,"link_url":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":5,"body":"If the Microsoft Windows operating system is upgraded after the Tigermoth software has already been installed, and the Tigermoth software stops working after the operating system upgrade, then the Sentinel LDK licensing system will need to be reinstalled.\n\nThe most likely scenarios for an operating system upgrade are moving from Microsoft Windows version 7 & 8.1 to Windows 10, or when an existing Windows 10 installation undergoes a major upgrade i.e. to the July 2016 Windows 10 'Anniversary Release' version 1607, and then all subsequent updates to versions 1703, 1709 and the 'April 2018 Update' to version 1803.\n[block:callout]\n{\n  \"type\": \"info\",\n  \"body\": \"After every major Windows 10 operating system update then all of the following steps will be likely to be necessary.\",\n  \"title\": \"ALL STEPS NEEDED AFTER A MAJOR WINDOWS 10 UPDATE\"\n}\n[/block]\nThe problem will most likely manifest as a Sentinel LDK Protection System error that says **'Waiting until Sentinel LDK Run-time Environment is available' **as shown below:\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/00a6e40-upgrade-windows-ldkwait.jpg\",\n        \"upgrade-windows-ldkwait.jpg\",\n        426,\n        160,\n        \"#f1f3f2\"\n      ],\n      \"sizing\": \"original\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - CONFIRM DEACTIVATION OF THE SENTINEL LDK DRIVERS\nTo confirm the deactivation of the Sentinel LDK drivers, click on the Windows Start button and navigate to the 'Tigermoth' program menu and then click on the 'Licensing' application.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/104d566-upgrade-windows-licensing.jpg\",\n        \"upgrade-windows-licensing.jpg\",\n        630,\n        448,\n        \"#262c22\"\n      ],\n      \"sizing\": \"original\"\n    }\n  ]\n}\n[/block]\n<br />\nOnce the software licensing application starts, click on the tab at the top-left called ‘Collect Key Status Information’.  Then click the `Collect Information` button.  The application will want to create a C2V file (Customer-to-Vendor file).  When you try to make and save this C2V file, the error below should be generated.  This error confirms that deactivation of the Sentinel LDK drivers has occurred.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/31b425f-upgrade-windows-error.jpg\",\n        \"upgrade-windows-error.jpg\",\n        767,\n        422,\n        \"#efefef\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - OPEN A WINDOWS COMMAND PROMPT AS AN ADMINISTRATOR\nIn all versions of Windows 8.0 and 8.1 and versions of Windows 10 released prior to April 2017 then right click the bottom left corner of the Desktop and select \"Command Prompt (Admin)\".  The system may ask for the user name and password of a local administrator to continue.  Supply this information and a Command Prompt window will open.\n[block:callout]\n{\n  \"type\": \"danger\",\n  \"title\": \"Windows 10 upgrades on or after 5th April 2017\",\n  \"body\": \"If your version of Windows 10 does not show a \\\"Command Prompt (Admin)\\\" option when right-clicking the Windows Start button, but shows \\\"Windows PowerShell (Admin)\\\", then your Windows 10 installation has been upgraded to a release version dated 5th April 2017 or later.\\n\\nTo find the \\\"Command Prompt (Admin)\\\" menu item, click the Windows Start button and navigate to \\\"Windows System\\\" and then right click the \\\"Command Prompt\\\" menu item, then click \\\"More >\\\" and then click the \\\"Run as Administrator\\\" menu item.  These instructions are shown in the second image below.\"\n}\n[/block]\n**How to open a Command Prompt as an Administrator in Windows 10 versions before April 2017.** \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/c55f7d9-upgrade-windows-cmdbox.jpg\",\n        \"upgrade-windows-cmdbox.jpg\",\n        818,\n        654,\n        \"#1e1d19\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n**How to open a Command Prompt as an Administrator in Windows 10 versions after April 2017.** \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/e2bde49-upgrade-windows-cmdbox-alt.jpg\",\n        \"upgrade-windows-cmdbox-alt.jpg\",\n        738,\n        644,\n        \"#23241d\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 3 - FORCE A RESINTALL OF THE SENTINEL LICENSE MANAGER AND DRIVERS\nThe following commands need to be issued followed by Enter/Return.  Note that the quotation marks in the first command are mandatory.  A screenshot of the process is shown below, and after installation has completed a window will show advising if the reinstall was successful.  If an error results after the final command is issued then close the error notification box, leave the Command Prompt window open and continue to Step 3.\n\nIf after the final command a window is displayed that confirms the operation was successful, no further action is necessary.\n\nThe commands that need to be issued are:\n\n```\nCD \"C:\\Program Files\\TigermothRTE\"\nhaspdinst.exe -kp -purge\nhaspdinst.exe -i -fss -kp -fi\n```\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/cc20d81-support-problem-reinstall-sentinel.jpg\",\n        \"support-problem-reinstall-sentinel.jpg\",\n        675,\n        343,\n        \"#040404\"\n      ],\n      \"sizing\": \"original\"\n    }\n  ]\n}\n[/block]\n<br />\nAfter the operation has successfully completed the following window should be shown.  Note that on some systems the window may be compressed and only the 'OK' button may be visible.  When this confirmation window appears the Sentinel LDK drivers have been reinstalled and the Tigermoth software should now be able to be started normally.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/579c0c2-support-problem-reinstall-success.jpg\",\n        \"support-problem-reinstall-success.jpg\",\n        254,\n        157,\n        \"#eceef1\"\n      ],\n      \"sizing\": \"original\"\n    }\n  ]\n}\n[/block]","excerpt":"Microsoft Windows was upgraded to the latest version and the software has stopped working.","slug":"upgrading-windows","type":"basic","title":"Upgrading Windows"}

Upgrading Windows

Microsoft Windows was upgraded to the latest version and the software has stopped working.

If the Microsoft Windows operating system is upgraded after the Tigermoth software has already been installed, and the Tigermoth software stops working after the operating system upgrade, then the Sentinel LDK licensing system will need to be reinstalled. The most likely scenarios for an operating system upgrade are moving from Microsoft Windows version 7 & 8.1 to Windows 10, or when an existing Windows 10 installation undergoes a major upgrade i.e. to the July 2016 Windows 10 'Anniversary Release' version 1607, and then all subsequent updates to versions 1703, 1709 and the 'April 2018 Update' to version 1803. [block:callout] { "type": "info", "body": "After every major Windows 10 operating system update then all of the following steps will be likely to be necessary.", "title": "ALL STEPS NEEDED AFTER A MAJOR WINDOWS 10 UPDATE" } [/block] The problem will most likely manifest as a Sentinel LDK Protection System error that says **'Waiting until Sentinel LDK Run-time Environment is available' **as shown below: [block:image] { "images": [ { "image": [ "https://files.readme.io/00a6e40-upgrade-windows-ldkwait.jpg", "upgrade-windows-ldkwait.jpg", 426, 160, "#f1f3f2" ], "sizing": "original" } ] } [/block] <br /> ##STEP 1 - CONFIRM DEACTIVATION OF THE SENTINEL LDK DRIVERS To confirm the deactivation of the Sentinel LDK drivers, click on the Windows Start button and navigate to the 'Tigermoth' program menu and then click on the 'Licensing' application. [block:image] { "images": [ { "image": [ "https://files.readme.io/104d566-upgrade-windows-licensing.jpg", "upgrade-windows-licensing.jpg", 630, 448, "#262c22" ], "sizing": "original" } ] } [/block] <br /> Once the software licensing application starts, click on the tab at the top-left called ‘Collect Key Status Information’. Then click the `Collect Information` button. The application will want to create a C2V file (Customer-to-Vendor file). When you try to make and save this C2V file, the error below should be generated. This error confirms that deactivation of the Sentinel LDK drivers has occurred. [block:image] { "images": [ { "image": [ "https://files.readme.io/31b425f-upgrade-windows-error.jpg", "upgrade-windows-error.jpg", 767, 422, "#efefef" ], "sizing": "full" } ] } [/block] <br /> ##STEP 2 - OPEN A WINDOWS COMMAND PROMPT AS AN ADMINISTRATOR In all versions of Windows 8.0 and 8.1 and versions of Windows 10 released prior to April 2017 then right click the bottom left corner of the Desktop and select "Command Prompt (Admin)". The system may ask for the user name and password of a local administrator to continue. Supply this information and a Command Prompt window will open. [block:callout] { "type": "danger", "title": "Windows 10 upgrades on or after 5th April 2017", "body": "If your version of Windows 10 does not show a \"Command Prompt (Admin)\" option when right-clicking the Windows Start button, but shows \"Windows PowerShell (Admin)\", then your Windows 10 installation has been upgraded to a release version dated 5th April 2017 or later.\n\nTo find the \"Command Prompt (Admin)\" menu item, click the Windows Start button and navigate to \"Windows System\" and then right click the \"Command Prompt\" menu item, then click \"More >\" and then click the \"Run as Administrator\" menu item. These instructions are shown in the second image below." } [/block] **How to open a Command Prompt as an Administrator in Windows 10 versions before April 2017.** [block:image] { "images": [ { "image": [ "https://files.readme.io/c55f7d9-upgrade-windows-cmdbox.jpg", "upgrade-windows-cmdbox.jpg", 818, 654, "#1e1d19" ], "sizing": "full" } ] } [/block] **How to open a Command Prompt as an Administrator in Windows 10 versions after April 2017.** [block:image] { "images": [ { "image": [ "https://files.readme.io/e2bde49-upgrade-windows-cmdbox-alt.jpg", "upgrade-windows-cmdbox-alt.jpg", 738, 644, "#23241d" ], "sizing": "full" } ] } [/block] <br /> ##STEP 3 - FORCE A RESINTALL OF THE SENTINEL LICENSE MANAGER AND DRIVERS The following commands need to be issued followed by Enter/Return. Note that the quotation marks in the first command are mandatory. A screenshot of the process is shown below, and after installation has completed a window will show advising if the reinstall was successful. If an error results after the final command is issued then close the error notification box, leave the Command Prompt window open and continue to Step 3. If after the final command a window is displayed that confirms the operation was successful, no further action is necessary. The commands that need to be issued are: ``` CD "C:\Program Files\TigermothRTE" haspdinst.exe -kp -purge haspdinst.exe -i -fss -kp -fi ``` [block:image] { "images": [ { "image": [ "https://files.readme.io/cc20d81-support-problem-reinstall-sentinel.jpg", "support-problem-reinstall-sentinel.jpg", 675, 343, "#040404" ], "sizing": "original" } ] } [/block] <br /> After the operation has successfully completed the following window should be shown. Note that on some systems the window may be compressed and only the 'OK' button may be visible. When this confirmation window appears the Sentinel LDK drivers have been reinstalled and the Tigermoth software should now be able to be started normally. [block:image] { "images": [ { "image": [ "https://files.readme.io/579c0c2-support-problem-reinstall-success.jpg", "support-problem-reinstall-success.jpg", 254, 157, "#eceef1" ], "sizing": "original" } ] } [/block]