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| In order to replace your lost or stolen dongle, please call our Customer Service Department at 1-800-862-7837 Monday-Friday 9:30am-5:30pm Central Time and a Customer Service Specialist will create an order to send you a new dongle. The Customer Service Specialist who assists you will be able to give you information about prices and shipping costs. The Specialist will have to send you a lost dongle application and once it is approved the order can be placed. |
Check two locations on your hard drive.
One is the Hard Drive:Library:Frameworks: Make sure there is a Eve3 Frameworks folder here.
The second location is Hard Drive:System:Library:Frameworks:
Make sure there is a Eve3 Frameworks folder here. Most commonly the folder is not in the second location under the Hard Drive:System:Library:Frameworks:.
If this is the case then you will want to copy it from the first location into Hard Drive:System:Library:Frameworks:.
Then restart the system. |
| * Take of the dongle and go back to the cd there will be a EVE3 2.3.0.dmg file once you run this there will be a new drive instance on the system. Enter the folder and run the EVE3 2.3.0.pkg installer. Then restart the system once it comes back up place the dongle back in and try to open LightWave. |
If you are having problems with your dongle not working correctly, not working at all, or is physically broken, please contact our Tech Support Department to have it repaired or replaced. The Tech Support Rep. will set up an RMA(return merchandise authorization)number for you to return your dongle to us and it will be repaired or replaced depending on what our Repair Department determines is the best solution.
You may contact Technical Support at 210-341-8444 Monday-Friday 9:30am-5:30pm CST or email from here http://www.newtek.com/faq/index.php?contact=tech |
| LightWave upgrades ship with software only, unless you specifically ask for a dongle swap. If you have purchased an upgrade, you will use the same dongle you are using with your current version of LightWave. If you would like to swap out your current parallel dongle for a usb duo dongle, please call NewTek Customer Service at 1-800-862-7837 to place an order for a dongle swap. |
This maybe caused by LightWave being in discovery mode. The discovery edition mode is enabled when your copy of LightWave does not detect the dongle or the correct license key or permanent key. Check to see if the dongle is on the system and if it is a USB dongle there will be a green led that lights up on the dongle when it is plugged into a active usb port. If the dongle led is on then open the RegisterLightwave.exe. For Windows the file will be in the
C:\Program Files\Newtek\LightWave 3D 9\Programs
On the Mac it will be under Macintosh
HD:Applications:\LightWave [8]\programs
Check to see if it detects a Product Lock Number. If so then you may need to just type in the permanent license.key in the registration portion. If the led does not come on or the product lock number says dongle drivers needed or err then you will want to contact technical support for further assistance. |
| In order to swap your dongle for a Duo USB dongle, you will need to call our Customer Service Department and have one of our Reps issue you an RMA (return merchandise authorization) # to return your dongle and an order will be made to send you the Duo USB dongle. To contact NewTek Customer Service please call 1-800-862-7837 M-F 9:30am-5:30pm CST, or email Customer Service from here http://www.newtek.com/faq/index.php?contact=service. |
Check the enter license that is under the LightWave>Help>Enter license and see if it detects the dongle. If it does not then you will need to run the Sentinel Protection Installer 7.3.2.exe that is located in the
"C:\Program Files\Newtek\LightWave 3D 9.2" directory. |
While the dongle may work normally on other machines it may not work through certain remote desktop software.
This is usually due to how the software views hardware: it either will try to use hardware either on the user or the client end, and depending on where the dongle is plugged in depends on whether or not the dongle is seen. |
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How can I replace my lost or stolen dongle?
