Regent Instruments - Technical Support
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Regent Instruments Inc. since 1991

 

 


For sales informations,
contact us by email

sales@regentinstruments.com
Technical Support
Competent and prompt technical support is available by email to all registered clients.

You can contact us by e-mail to the address given at the following places:

1) In the Welcome screen that is displayed each time one of our software is launched;
2) In our products' instruction manuals: a) on the cover page, b) on page 1 and c) in the Appendix FAQ section

We usually answer within one hour the message is received during our working hours. If it takes longer, it can be due to a higher volume of e-mails than usual, we are closed for a holiday or during summer time when we have staff on vacation. When contacting us, please identify yourself and the product you need assistance with.

 
Please provide us with the following information when you contact us;
  • The software program name (Ex: WinRHIZO) and version (Pro 2010a) you are working with.
  • The hardware product name (Ex: STD1600+ scanner).
  • The customer number on your Protection Key. This information is important, it allow us to retrieve information about what was shipped to you and earlier communications.
FAQs
1. Windows 8 &10 Compatibility
2. Windows 7 Compatibility
3. Windows Vista and XP x64 Compatibility
4. Protection key is not found by the program
5. How do I proceed with a first time installation, an update or an upgrade installation?
6. What is the best way to learn how to use Regent's programs?
7. The scanner LEDs (lights) in front of it indicate an error when it is turned on
 
1. Windows 8 &10 Compatibility
Windows 8 Compatibility

Regent's programs runs well under Windows 8 &10 (32 & 64-bit) providing that the protection key drivers version 7.6.5 and more have been installed. These are available at (the key model is SuperPro):

http://www.safenet-inc.com/support_and_downloads/Download_Drivers/Sentinel_Drivers/

If you have a Regent Instrument's scanner, it will also be important to download the latest drivers. Make sure you choose your scanner model drivers. Contact us if you need assistance.

IMPORTANT NOTE: If you have an older version of the protection key driver installed on your computer, you must uninstall it before installing the new one. To uninstall the old driver, run its installation program (the same program that you used to install that driver) and select the option to Remove (instead of Update, Repair or Install).

2. Windows 7 Compatibility
Windows 7 Compatibility

Regent's programs runs well under Windows 7 (32 & 64-bit) providing that the protection key drivers version 7.6.1 and more have been installed. These are available at (the key model is SuperPro):

http://www.safenet-inc.com/support_and_downloads/Download_Drivers/Sentinel_Drivers/

If you have a Regent Instrument's scanner, it will also be important to download the latest drivers. Make sure you choose your scanner model drivers. Contact us if you need assistance.

IMPORTANT NOTE: If you have an older version of the protection key driver installed on your computer, you must uninstall it before installing the new one. To uninstall the old driver, run its installation program (the same program that you used to install that driver) and select the option to Remove (instead of Update, Repair or Install).

3. Windows Vista and XP x64 Compatibility
Windows Vista Compatibility

Regent's programs runs well under Windows Vista (32 bits) provided that the protection key drivers version 7.3.2 and more have been installed (version 5.41.1 of the drivers was shipped with Regent's products before March 2007). These are available at (the key model is SuperPro):

http://www.safenet-inc.com/support_and_downloads/Download_Drivers/Sentinel_Drivers/

Windows XP x64 Compatibility

Regent's programs runs well under Windows XP x64 (as a 32 bits application) provided that the protection key drivers version 7.3.2 have been installed (version 5.41.1 of the drivers was shipped with Regent's products before March 2007). These are available at (the key model is SuperPro):

http://www.safenet-inc.com/support/tech/sentinel.asp

IMPORTANT NOTE: If you have an older version of the protection key driver installed on your computer, you must uninstall it before installing the new one. To uninstall the old driver, run its installation program (the same program that you used to install that driver) and select the option to Remove (instead of Update, Repair or Install).

  4. Protection key is not found by the program.
 

When you try to scan or load an image, the following message comes up :

Protection key not found
Please verify its installation.

This message means that the program cannot locate the hardware protection key required for the proper functioning of all Regent’s programs. The key must be connected to the computer on which the program is running.

The key can be one of three models:

  1. Black, parallel port key. It was used some years ago. It works very well under Windows 95 and 98. Under Windows NT, 2000 you must install drivers. There is a possibility that the key may not work under Windows 2000 or the latest versions of Regent's programs (those made in 2001 or after). If you have difficulty making the key work under recent operating systems, you might consider upgrading it to the beige model. Contact the sales department.
  2. Beige, parallel port key. It works well under Windows 98. For Windows NT, 2000, ME and XP you need to install a driver, which is quite simple to do. In very rare occasions you will also need to install drivers on some computers running Windows 98.
  3. Purple USB key. On all operating systems, you will need to install a driver for this key.

    Black protection key Beige protection key USB protection key

    There are a few reasons why the program might not be able to find the key. The information and tests that follow will help find the cause of the problem.

    1) Make sure you are have the right key for a the program you use. The program you are running (WinRHIZO Pro for example) must be the same model as identified on the key (a WinRHIZO Reg key will not work with the Pro version of WinRHIZO).

    2) Make sure the key is connected where it should be. The beige and black keys must be connected to the parallel port not the SCSI port (the connection used by most scanners). Both ports (SCSI and Parallel) have the same connector (25 pins). Try disconnecting any peripheral (like a printer) connected to the key if any is connected. The scanner must never be connected to the key. Our scanners are connected to the SCSI, USB or Firewire port, depending on the model.

    3) The required additional driver has not been installed. If you own more than one of Regent’s programs (and therefore have more than one key), only one driver needs to be installed, as all keys share the same driver. Refer to the instructions below depending on the key model you have

    Beige and USB key drivers installation instructions:

    • Since November 2001 there has been a single driver for all Windows operating systems (Windows XP requires version 5.39.3 or more). This driver can be found on our CD-ROM in a folder called Protection Key Drivers (5.41.1) for All Windows Versions. Its installation instructions are in the drivers’ folder (Installation Instructions.pdf). You can also download the latest drivers from the key manufacturer web site at: http://www.safenet-inc.com/support/tech/sentinel.asp (the model is the SuperPro).
     

    4) The key may be defective. Because of costs and time involved in exchanging a key, it is worthwhile to try the following before returning it.

    a) Try it on another computer.

    b) If you have purchased more than one software program from Regent, try another program with its respective key on the same computer. If it works, then it is likely that the key is defective and must be replaced.

    c) For parallel port keys, try the key without any device connected to it (plug the key into the port and do not connect a printer or any other device to it). If you have more than one key, try with only one key connected.

    If none of the above suggestions work, contact Regent’s technical department. If you do so, let us know which of the above tests you have done, and the results you obtained.

  5. How do I proceed with a first time installation, an update or an upgrade installation?
  Regent software programs come on a CD-ROM labeled with the product name and its version number (WinDENDRO 2010a for example). On the CD, there are two folders. One bears the product name and contains the program (WinDENDRO.exe, WinRHIZO.exe...) and its demonstration images. Copy that folder to your hard disk. The second folder contains the drivers for the protection key. See PROTECTION KEY above for its installation instructions.
  6. What is the best way to learn how to use Regent's programs?
  All programs produced by Regent Instruments come with an instruction manual and demonstration images. Read the Introduction section of the instruction manual and try the examples with the demonstration images. These images are easy to analyse and show typical applications.
  7. The scanner indicates an error when it is turned on.
 

Depending on the scanner model an error is indicated by the lights in front of it. Refer to the scanner manual for a meaning of the light status and a hint to the potential cause of the problem. If no lights are on or the scanner do not power on, verify that it is not connected to the protection key or to the parallel port. If the error remains, try the following.

Disconnect all cables (except power) and devices connected to the scanner (cable from scanner to computer and from scanner to TPU). Turn on the scanner. If it indicates an error, the scanner is probably damaged or is still locked. Verify that the scanning head is unlocked.

If the scanner does not indicate an error, turn it off and connect the TPU unit (if you have one). Turn the scanner on. If the scanner lights indicate an error, the TPU (or scanner) is probably damaged or unlocked. Unlock TPU light and retry the procedure if light was locked.

If the scanner does not indicate an error, turn it off. Connect the cable that connects it to the computer on the scanner side only (do not plug the other end of the cable to the computer). Turn on the scanner. If it does not work, the cable is probably damaged. Try replacing it. Make sure the protection key is not connected to the scanner or its cable.

If the scanner does not indicate an error, turn it off. Connect the cable that connects the scanner to the computer on both sides (scanner and computer) while both machines are off. Turn the scanner on. If the lights still do not turn on normally, there is probably a problem with the connection. Ensure that you connected the scanner to the right port. Our scanners must not be connected to the parallel port. They use the SCSI, USB or Firewire (IEEE1394) ports (verify the scanner documentation to find out which scanner model you own). Also, the protection key must not be connected to the scanner or to the SCSI port (our protection keys should be connected to the parallel or USB ports as explained in FAQ #1).

If none of the above procedures solve the problem, contact our tech support personnel and let us know which tests you have done and the results you obtained.