Knowledge Base

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

Making the required quote 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 or Upgrades Plan are 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.

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

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

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.

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

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.

You can download a new license file from the My Account » Products & Licenses page. You will be required to enter your login ID and password assigned to you during purchase. Please verify that the Upgrade Plan you purchased allows you to use the currently installed version of the product.

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 select license version and click the “Download License…” link.

Please verify that the Upgrade Plan you purchased allows you to use the currently installed version of the product.

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).

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.

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.

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 select license version and 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 purchased an Upgrade Plan that allows you to use the installed version of the product.
• 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).

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. If you have not purchased Lifetime Upgrades, please check that the Upgrade Plan you purchased allows you to use the installed version of the product. You may need to upgrade, or revert back to the old version by downloading installation package and license file here.

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

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.

1. Please make sure that you apply the license from the product you have installed. For example, USB Monitor license cannot activate Serial Monitor functions.

2. If you purchased product with Lifetime Upgrades, please Login and click Download License link for the most recent version of the product.

3. If you purchased product without Lifetime Upgrades, please make sure that the Upgrade Plan you purchased allows you to use the version of the product you installed. If it does not, please Upgrade or revert back to the old version by downloading installation package and license file here.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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

Device Monitoring Studio supports unattended (silent) installation with the following command-line switches:

Unattended Installation

device-monitoring-studio.exe /q

Unattended de-installation

device-monitoring-studio.exe /q /u

A caller process must be running elevated and have administrative rights on the computer. Installer process returns an error code. Zero error code means success, 1 means success with required restart and any other value is the error code.

The user can control installers for Hex Editor Neo, Virtual Serial Port Tools and Automated Serial Terminal products (including support for so-called unattended or silent installation) with the following command-line switches:

All parameters are optional.

Examples

This will install the Hex Editor Neo in per-user mode into the “c:\Programs\Hex Editor Neo” folder:

hex-editor-neo.exe -user -prop "INSTALLDIR=c:\Programs\Hex Editor Neo" -silent

This will uninstall the Hex Editor Neo:

hex-editor-neo.exe -u -silent

Product-specific notes

1. Portable installation is supported by Hex Editor Neo installer only.
2. Per-user installation is supported by Hex Editor Neo and Automated Serial Terminal installers.
3. VSPT installer requires elevated administrator for successful installation.

Installer Return Values

Installer returns the following error codes when completes:

An automatic product upgrade may fail if a new release is signed by an updated digital certificate. If it happens, a product should be manually upgraded. Download the new release from the product page and launch the downloaded installer to start an upgrade.