If you purchased software from Telestream after October 28, 2013:
You will have received a serial number which you can activate in version 6.0 or later of the software. You do not require a USB dongle to run the software.
If you purchased software from CPC or Telestream prior to October 28, 2013:
Your software was shipped with a hardware USB dongle. This dongle is required to use the software. If you have a dongle and are having trouble with it, please see the steps below.
If the dongle does NOT light up with a red light:
If it is not lit, it usually means that the HASP drivers are not installed, or became uninstalled. Installing the latest version of the software (licensed version) from our Download page will automatically re-install the HASP drivers. If this doesn't work, the key might not be inserted fully into the USB connector, or it might have been damaged and will need to be sent in for repair. In that case, please contact Caption Sales for a key exchange (there is a fee for this service.)
If the dongle DOES have a red light lit:
- If you are using a Mac, please make sure you are using at least version 5.5 or later of MacCaption. Older versions included a HASP driver that would sometimes stop working, requiring a reboot of the machine. The newer versions of MacCaption will automatically install a driver update that fixes this problem.
- Often, all you need to do is unplug your dongle from the computer, restart your computer, and after it boots up fully, plug the dongle back in. This works surprisingly often.
- Are you sure you are looking at the correct dongle? A number of other high-end software packages use similar dongles. Make sure the dongle you are looking at has a CPC key chain on it.
- Is the dongle plugged into a keyboard, USB hub, or extension? Some hubs create problems for dongles, so it's best to plug the dongle directly into your computer's built-in USB ports.
- Are you running on a restricted corporate or secure network? The dongle driver uses TCP/UDP port 1947 to communicate. It does not require Internet (WAN) access, only LAN access. Please ask your IT administrator to make sure port 1947 is not blocked on the LAN side.
- Do you have any other dongles from other companies (e.g. Avid, DaVinci Resolve, Eclipse, Autodesk, etc.) plugged in at the same time? Try removing any dongle except for CPC, reboot your machine, and run our software again. If this works, we can usually work around this problem by updating your dongle drivers.
- Here are some more troubleshooting steps to try: Additional HASP troubleshooting steps