Knowledge Base

Here you may find answers to the most Frequently Asked Questions. You may contact us if you have searched this base and haven't found answer to your question here.

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What payment methods do you accept?

The most recent information can be found in the How to Purchase section.

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How can I get a quote for your products?

Making the required quota online by yourself is the easiest and fastest way to get it. Our site has everything you need to do this quick and easy. Just login to your account (if you have one), put the desired product in the shopping cart, configure it, check the additional options and then just press the Quote instead of Checkout button. That's it. Your quote with all required payment and delivery information is ready. You can save or print it.

If you still have questions, please collect the information below and send it to us along with a quote request.

  • Product names (or SKUs)
  • Quantity (for each product)
  • Product edition (for each product)
  • Whether the Lifetime Upgrades service is required (for each product)
  • Whether this purchase is for Commercial/Government/Military use or for Home/Academic use

IMPORTANT! Providing the requested information in your first message will let us provide you with a quotation as fast as possible.

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How do you deliver your products?

Actual product delivery information can be found in the Delivery Terms.

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Can I purchase a product without Lifetime Upgrades and add this service later?

Yes, it's possible. However, it would be more expensive (exact price difference depends on the product and its configuration). Adding Lifetime Upgrades service to the shopping cart when ordering a product is the cheapest way.

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Where do I get an invoice for my order?

An invoice is available for you via the following channels:

  1. You can download it from an order confirmation page.
  2. A copy of the invoice is sent to the e-mail address specified during the ordering process.
  3. An invoice can be downloaded from My Account » Products & Licenses page.
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I have purchased a product for another person or company but did not provide their details. How can I change registration information?

Please create a new account for an end user and then contact us, providing us with new account's e-mail address and your order reference number. We will proceed with updating order and your end user will get access to the purchased product.

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I'm unable to recover access to My Account. What should I do?

First of all, please make sure that:

  1. The product was not purchased through a third party. If it was purchased through a reseller, please contact the reseller directly.
  2. You are in possession of e-mail address used during purchase. You won't be able to recover access to My Account if your colleague's or sales department e-mail address was used.
  3. Messages from our server are not erroneously marked as SPAM.
  4. The configuration of your server allows you to receive incoming messages from our mail server.

If you still cannot recover access to your account after checking these options, please let us know.

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I need to get new license file for the purchased product. How can I do it?

You can download a new license file from the My Account » Products & Licenses page. You will be required to enter your login and password assigned to you during purchase.

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I've reinstalled my PC and lost my license, how can I register my copy of software now?

Every customer has a personal account at HHD Software web site. There you can manage your purchased products, update them, download license files and modify your personal data. The information in your account is password protected.

In order to get new license file, log in to the My Account » Products & Licenses, then click the “Download License…” link.

Please note that downloaded file remains valid for about 7 days. If you need to activate the product after 7 days from the date of file download, then you need to download the new license file. Once activated, the license does not expire.

Use the Account Access Recovery page if you have lost or can't remember your login information.

Attention. Before activating make sure of the following:

  • You have already installed the most recent version of the product available for you.
  • You have at least one serial port active on your computer (for Serial Monitor and SPMC).
  • You have at least one USB Root Hub active on your computer (for USB Monitor and USBMC).
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I can't log into My Account, login or password are incorrect, how can I login?

Use the Account Access Recovery page to reset your login information and then try again. Please contact us with your order reference number, if you are still unable to log in.

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My personal profile (information) has been changed, how can I update it in your database?

Log in to My Account » Personal Details section and update your information. Please note that personal details update requests for reseller accounts are pre-moderated, so it may take a while before changes will be reflected on a web pages.

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I’m trying to install the license, but an error occurs. How can I solve it?

Due to security reasons the license file automatically expires in about one week. After that you need to download the new license file. Installed license, on the other hand, never expires.

In order to download new license file, you need to log in to My Account » Products & Licenses, then click the “Download License…” link and save the generated license file to your hard disk.

Double click on the saved license file.

Attention. Before activating make sure of the following:

  • You have already installed most recent version of the product available for you.
  • You have at least one serial port active on your computer (for Serial Monitor and SPMC).
  • You have at least one USB Root Hub active on your computer (for USB Monitor and USBMC).
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I've downloaded license file from the My Account, but it does not activate my copy of software. What should I do?

Make sure your computer clock is correct.

Make sure you are using most recent version of the software product (of those available to you) and it was correctly installed.

Outdated versions of the product may not be activated by license file from new versions, you probably need to upgrade your product first.

Please note. Major version upgrades require payment if you haven't purchased Lifetime Upgrades service (see our Software Upgrade Policy. You may need to upgrade your product, or revert back to the old version by downloading installation package and license file here.

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I want to upgrade my copy of the product (license type). How can I do it?

Log in to My Account » Upgrades, then configure the products you are going to upgrade and press the “Continue” button.

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I want to contact you about licensing information but do not remember my order reference number. What should I do?

We will do our best to locate your order. Please provide any information you have like:

  • Date or purchase (or approximate date of purchase)
  • Products and services ordered
  • Name of person who placed an order
  • Registered account's possible e-mail address
  • Exact company name
  • Product registration name

If you cannot provide us with the requested information or your order reference number, we will be unable to find your order.

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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?
  1. If it was a Minor Version Upgrade, then just download and install a new license file.

  2. If it was a Major Version Upgrade and

    2.1. you've purchased product with Lifetime Upgrades service: Login and press the Free Upgrade link, then Download License link for the most recent version of the product.

    2.2. you've purchased product without Lifetime Upgrades service: Upgrade your product, or revert back to the old version by downloading installation package and license file here.

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I have activated a license but still have unavilable features in a product. What's going on?

Some of our products are available in different editions. If you have purchased a lower edition, product feature from higher edition will not be available for you. Please check the feature comparison table before choosing edition to buy.

All product features are available during trial period. If one of lower editions is purchased and license activated during the trial period, features of higher editions will continue to work until the trial period ends. As soon as the trial period ends, those features will stop working.

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I need a version of a product for older OS version. Where do I get one?

We do not sell older versions of our products. However, if you purchase (or have already purchased) a newer version, we can give you a version that supports the required OS (providing it exists) on your request.

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I can't see any traffic in product visualizers. What should I do?
  1. Make sure the session is not paused for your device and “Play” button on the product toolbar is pressed.
  2. Check that the filter settings are correct. You can configure filtering in the Tools » Settings » Filtering tab.
  3. Try to unplug your device from PC, configure a “Next Connected Device” session type and then plug your device back in.
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I can't install/uninstall your product, installer/uninstaller rolls back in the middle and reports failure. What should I do?

Please send us the HHD Setup Log File.txt for analyzing. It's located at your default temporary folder (%TEMP%).

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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?

This may occur if some broken log file is located in the default log file directory (%USERPROFILE%\Documents\DMS Logs).

Please back up this folder and delete it. Then launch Device Monitoring Studio again. If you have any important log file, try to copy logs one by one until you find a broken one.

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Installation fails at "Performing additional operations" step. How can I fix it?

Open the installation error log file, which is automatically created in your account's temporary folder. Locate the line just before the “ROLLING BACK” line. If it looks similar to

AUTOINSTALL(0) - CALL FUNCTION "C:\Program Files\HHD Software\Device Monitoring Studio\usb.dll"	...0x800b0100

or

AUTOINSTALL(0) - CALL FUNCTION "C:\Program Files\HHD Software\Device Monitoring Studio\serial.dll"	...0x800b0100

then follow these steps:

  1. Make sure your computer is connected to Internet.
  2. Right-click the downloaded installation file and select “Properties”.
  3. Click on the “Digital Signatures” tab.
  4. Select the certificate in a list named “HHD Software Ltd.” This must be the only entry in a list. Click the Details button.
  5. Windows will check the validity of the digital certificate. As part of this process, it may automatically download root certificate update package from Windows Update. Make sure you see the This digital signature is OK. message.
  6. Close all opened dialog windows and try installing the application again.
Alternative Solution

If the above procedure does not work, you may need to manually download and install the GlobalSign root certificate from the following page:

GlobalSign Root Certificates

You need to download and install two certificates: “R1 GlobalSign Root Certificate” and “R3 GlobalSign Root Certificate”. Follow this procedure to install each certificate:

  1. Click on the “Download Root-R1 (Binary/DER Encoded)” button and save the downloaded file.
  2. Right-click the downloaded file in Windows Explorer and select “Install Certificate”.
  3. If you get a security warning, click the “Open” button.
  4. Select “Local Machine” store location and click the “Next” button.
  5. Select the “Place all certificates in the following store” and click the “Browse” button.
  6. Select the “Trusted Root Certification Authorities” store and click the “OK” button.
  7. Click “Next” and complete the wizard.
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I've got an error during Device Monitoring Studio installation. What should I do?
  1. Make sure you have correctly uninstalled any previous versions of monitoring software. You can do correct re-installation by executing original installation package (setup.exe) of the previous version and choosing “Uninstall” in the menu dialog.
  2. Restart your PC and run installation of the new version.
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Application automatically closes several seconds after launch.

A required root certificate is missing on your computer.

This should never happen on a computer with regular updates from Windows Update being installed. If for any reasons your computer cannot be automatically updated, a manual installation might be required. Follow the procedure below to download and install the required root certificate in order to fix the problem:

GlobalSign Root Certificates

You need to download and install the following certificate: R3 GlobalSign Root Certificate (GlobalSign Root R3 SHA256 • RSA • 2048).

Serial #: 04:00:00:00:00:01:21:58:53:08:a2
Thumbprint: d6:9b:56:11:48:f0:1c:77:c5:45:78:c1:09:26:df:5b:85:69:76:ad
  1. Click on the “Root-R3.crt” link and save the downloaded file.
  2. Right-click the downloaded file in Windows Explorer and select “Install Certificate”.
  3. If you get a security warning, click the “Open” button.
  4. Select “Local Machine” store location and click the “Next” button.
  5. Select the “Place all certificates in the following store” and click the “Browse” button.
  6. Select the “Trusted Root Certification Authorities” store and click the “OK” button.
  7. Click “Next” and complete the wizard.
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I can't uninstall the current version, installer fails. How can I fix it?
  1. Remove the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\HHD Software\Elisabeth\Applications\HHD Software Device Monitoring Studio 5.0.
  2. Launch the installation package to install the application (this time it will install correctly).
  3. Launch the installation package again to uninstall the software.
  4. Now you can launch the installation package once again to install a product and start using it.
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My system is slowed down when running monitoring sessions, then starts to consume memory and hangs. What should I do?
  1. If you are using logging for this session try to switch it off. In case this normalize Device Monitoring Studio behavior, try to monitor all required data first (without process logging) and then use “Save to Log” button.
  2. Change default logging directory to a different physical location in case you are monitoring data transfer on disk where Device Monitoring Studio is installed.
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I've got troubles playing back log file with "Continuous" time scale. Playback stops/displays "bad memory condition". What should I do?
Try to use 16:1 time scale.
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I get a "Maximum Network Filters Reached" error during installation of Network Monitor. What can I do?

Windows has a limit on a number of network filters a user can install. Network monitoring software, virtual machine software and others typically install a network filter.

If you receive this error message during installation of Network Monitor or Device Monitoring Studio you may do one of the following:

  1. Uninstall one of the network monitoring products or virtual software products.
  2. Adjust the maximum number of network filters by changing the following value:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Network\MaxNumFilters
    

Then restart installation of Network Monitor or Device Monitoring Studio.

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How can I compute MODBUS CRC-16 (CRC-16-IBM) checksum in Hex Editor Neo?

In order to compute MODBUS CRC-16 checksum in Hex Editor Neo, use the Custom CRC tool with following parameters:

ParameterValue
TypeCRC-16
Initial valueFFFF (hex)
Polynomial8005 (hex)
XOR Out0
Reflection InON
Reflection OutON
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