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hhd software knowledge base and frequently asked questions (faq)

hhd software
knowledge base
frequently asked questions
faq

Knowledge Base

Category: Product:
1 I need to get new license file for the purchased product. How can I do it? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
2 I can't see any traffic in product visualizers. What should I do? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
3 I've got an error during Device Monitoring Studio installation. What should I do? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
4 I can't uninstall the current version, installer fails. How can I fix it? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
5 My system is slowed down when running monitoring sessions, then starts to consume memory and hangs. What should I do? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
6 I've got troubles playing back log file with "Continuous" time scale. Playback stops/displays "bad memory condition" message. What should I do? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
7 I've reinstalled my PC and lost my license, how can I register my copy of software now? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
8 I’m trying to install the license, but an error occurs. How can I solve it? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
9 I've downloaded license file from the My Account, but it does not activate my copy of software. What should I do? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
10 I want to upgrade my copy of the product (license type). How can I do it? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Applies to: Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
11 My personal profile (information) has been changed, how can I update it in your database? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
12 I can't log into My Account, login or password are incorrect, how can I login? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
13 I can't install/uninstall your product, installer/uninstaller rolls back in the middle and reports failure. What should I do? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
14 How can I get an invoice for my completed order? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
15 I’ve installed your product, then I tried to run it, but got splash screen only and the program became unresponsive. How can I solve it? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
16 How do you deliver your products? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Applies to: Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
17 What payment methods do you accept? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
18 I've been unable to activate Accurate Network Monitor either through internet or manual activation. What should I do? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Applies to: Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
19 I am a reseller and need activation information to be automatically delivered to the end user. How can it be accomplished? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
20 How can I get a quote for your products? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Applies to: Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
21 I've upgraded my product and applied license file. Product says it's activated, but it's still in the trial mode. What can I do? Applies to: Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
22 I've recieved confirmation of my payment from Avangate, but still got no license files. What should I do? Does not apply to :Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control
23 Installation fails at "Performing additional operations" step. How can I fix it? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
24 I've downloaded a CHM file but when I try to open it, I get "Navigation to the webpage was canceled" error. How can I resolve it? Does not apply to :Hex Editor Neo Applies to: USB Monitor (DMS) Applies to: Serial Monitor (DMS) Applies to: Accurate Network Monitor Applies to: Serial Port Monitoring Control Applies to: USB Monitoring Control
25 How can I compute MODBUS CRC-16 (CRC-16-IBM) checksum in Hex Editor Neo? Applies to: Hex Editor Neo Does not apply to :USB Monitor (DMS) Does not apply to :Serial Monitor (DMS) Does not apply to :Accurate Network Monitor Does not apply to :Serial Port Monitoring Control Does not apply to :USB Monitoring Control