| SILKYPIX® Developer Studio 6 | SOFTWARE MANUAL |
| 12. Troubleshooting | ||||||||
12.1. How to check the software version and your registered information
Select [Help (H)]-[Version information] from the menu and the software information dialog will be displayed.The version of the software, as well as information regarding your license, will be displayed here.
If product key registration has been completed, your license serial number will also be shown.
12.2. Troubleshooting for "Registration of Product Key"
Errors might occur due to problems with online communication when you register the product key attached to the license that is issued by Ichikawa Soft Laboratory Co.,Ltd.
Registering the product key needs internet access.
Please confirm the following points when registering the product key online.
* If you do not have the Internet usable environment, you can register the product key offline.
* The errors might occur due to virus check software, security software, personal firewall, and so forth. Be aware that these programs tend to monitor and limit connections for software except for those applications which are granted access. In these cases, please disable such software.
* Once you complete registration, you do not need to make a registration again. When you use SILKYPIX, your computer does not need to be connected through the Internet.
12.2.1. List of Error Dialog Displayed by "Registration"
Proxy authentication
* Cause
Error 1000: This product key has been already registed.
* Cause
Error 1020: Your product key is invalid.
* Cause
Error 1040: Your product key is now being registered.
* Cause
Error 2000: A connection error has occurred.
* Cause
Error 2010: A connection error has occurred for the Internet.
* Cause
Error 2020: There is no response from our registration server within a time limit.
* Cause
Error 2030: An error has occurred while communicating with our registration server.
* Cause
Error 2040: Our web server is stopped.
Error 2050: Our registration server is stopped.
* Cause
Error 2500: The Internet is not accessible.
* Cause
Error 2510: Our registration server name cannot be solved.
* Cause
Error 4010: Our registration server is under maintenance.
* Cause
Registering the product key needs internet access.
Please confirm the following points when registering the product key online.
* If you do not have the Internet usable environment, you can register the product key offline.
* The errors might occur due to virus check software, security software, personal firewall, and so forth. Be aware that these programs tend to monitor and limit connections for software except for those applications which are granted access. In these cases, please disable such software.
* Once you complete registration, you do not need to make a registration again. When you use SILKYPIX, your computer does not need to be connected through the Internet.
12.2.1. List of Error Dialog Displayed by "Registration"
Proxy authentication* Cause
This dialog box appears when you register the product key in the Internet environment where proxy authentication is required.
* SolutionPlease input the user-name and the password presented by system/network administrator of your PC environment, and then click the "OK" button.
Error 1000: This product key has been already registed.* Cause
The product key has already been registered.
* SolutionThis is displayed if the product key has already been registered and the number of PCs allowed for registration has been exceeded.
The number of PCs that can be registered on one product key differs depending on the type of product key. If you wish to use on more than the number of PCs allowed for your product key, please purchase additional licenses.
This dialog box also appears when you register the same product key for a new PC or reinstall your computer's operating system. In this case, please give your questions to our support center.
The number of PCs that can be registered on one product key differs depending on the type of product key. If you wish to use on more than the number of PCs allowed for your product key, please purchase additional licenses.
This dialog box also appears when you register the same product key for a new PC or reinstall your computer's operating system. In this case, please give your questions to our support center.
Error 1020: Your product key is invalid.* Cause
Because your product key is invalid, you cannot register it.
SolutionWe sometimes can make your product key invalid in such cases as a product key is revealed on an electronic bulletin board and such; license violation is conducted; or customer's information is stolen from the computer.
Please give your questions to our support center.
Please give your questions to our support center.
Error 1040: Your product key is now being registered.* Cause
You could not complete registration because the product key is now being registered by another request.
* SolutionHave you mistakenly performed registration of the same product key on multiple PCs?
The number of PCs that can be registered on one product key differs depending on the type of product key. When registering a single product key to multiple PCs, please register on one PC at a time.
If the problem is not solved, your product-key information could be stolen from your computer.
Please give your questions to our support center.
The number of PCs that can be registered on one product key differs depending on the type of product key. When registering a single product key to multiple PCs, please register on one PC at a time.
If the problem is not solved, your product-key information could be stolen from your computer.
Please give your questions to our support center.
Error 2000: A connection error has occurred.* Cause
The connection has not been normally executed because of security software's influence or the setting of proxy.
* SolutionEven if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 2010: A connection error has occurred for the Internet.* Cause
A connecting obstruction prevents from registering the product key.
* Solution| (1) | There is a possibility of packet lost by excessive traffic. | |
| (2) | There is a possibility that the communication error occurs because of the influence of the security software and the setting of proxy, etc. |
Please stop the use of the file exchange software and a browser temporarily. At the occurrence of packet lost by excessive traffic, stopping other communication software can restore communication.
If you do not use the software connecting to the Internet, security software or proxy setting may interrupt the communication.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
If you do not use the software connecting to the Internet, security software or proxy setting may interrupt the communication.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 2020: There is no response from our registration server within a time limit.* Cause
Because our registration server did not respond, the product key was not registered.
* SolutionSince many accesses concentrate onto our registration server, the server cannot respond temporarily.
Please make a registration of the product key after a while.
Important news can be placed on our homepage for the trouble of our registration server. Please confirm it at http://www.silkypix.com.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Please make a registration of the product key after a while.
Important news can be placed on our homepage for the trouble of our registration server. Please confirm it at http://www.silkypix.com.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 2030: An error has occurred while communicating with our registration server.* Cause
An error has occurred during the communication with our registration server.
* Solution| (1) | 1.In customer's PC environment, there is a possible problem with the Internet connection. | |
| (2) | 2.There is a possibility that a communication error occurs because of the influence of the security software and the setting of proxy, etc. |
Please access our homepage (http://www.silkypix.com), and confirm whether there is a problem with the Internet connection.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 2040: Our web server is stopped.Error 2050: Our registration server is stopped.
* Cause
The product key cannot be registered because our web server or registration server is stopped.
* SolutionBecause the server is stopped now, the product key cannot be registered.
Please access our homepage (http://www.silkypix.com), and confirm whether there is a problem with our server. Then try to register the product key again after a while.
When the web server is stopped, you sometimes cannot see our homepage. In such a case, although we usually send an e-mail in advance, if you do not receive our e-mail, please give us a request to our support center.
Or, off-line registration might be possible.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Please access our homepage (http://www.silkypix.com), and confirm whether there is a problem with our server. Then try to register the product key again after a while.
When the web server is stopped, you sometimes cannot see our homepage. In such a case, although we usually send an e-mail in advance, if you do not receive our e-mail, please give us a request to our support center.
Or, off-line registration might be possible.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 2500: The Internet is not accessible.* Cause
Because the Internet connection is not established, the product key cannot be registered.
2.There is a possibility that the communication error occurs because of the influence of the security software or the setting of proxy, etc.
* Solution2.There is a possibility that the communication error occurs because of the influence of the security software or the setting of proxy, etc.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline. Note that the manager authority is also necessary for the off-line registration.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline. Note that the manager authority is also necessary for the off-line registration.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 2510: Our registration server name cannot be solved.* Cause
Because the name of our registration server cannot be solved, the product key cannot be registered.
* Solution| (1) | There is a possibility that our registration server name cannot be temporarily acquired by DNS due to a problem with our server. | |
| (2) | 2.There is a possibility that the communication error occurs because of the influence of the security software and the setting of proxy, etc. |
Confirm information on the problem in "Important news" on our homepage at http://www.silkypix.com.
There is a possibility that the error occurs because of the influence of the security software and the setting of proxy, etc.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
There is a possibility that the error occurs because of the influence of the security software and the setting of proxy, etc.
Even if computer's environment allows the computer to handle e-mails or browse Internet pages, but in some cases, the computer sometimes cannot use the software except for specified applications.
Please confirm the setting of security application or proxy. If there is some improper setting, change it to allow SILKYPIX® to communicate through the Internet. And try to register the product key again.
If you cannot change the setting or cannot correct the error, please make a registration offline.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Error 4010: Our registration server is under maintenance.* Cause
Our registration server is under maintenance now.
* SolutionThe product key cannot be registered because of the server maintenance now.
Please access our homepage (http://www.silkypix.com), and confirm how maintenance is advancing. Then try to register the product key again after a while.
Or, off-line registration might be possible.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Please access our homepage (http://www.silkypix.com), and confirm how maintenance is advancing. Then try to register the product key again after a while.
Or, off-line registration might be possible.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Other error numbers(Error XXXX)
* Cause
* Cause
The error occurred while communicating with our registration server.
* SolutionBecause the error occurred while communicating with the server, the product key is not registered.
Please give us your question to our support center.
Or, off-line registration might be possible.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
Please give us your question to our support center.
Or, off-line registration might be possible.
Please refer to '1.2.2.2. Offline Registration of Product Key' for registering the product key off-line.
12.2.2. Inquiries about merchandise
Please make any inquiries you have concerning questions such as how to use "SILKYPIX® Developer Studio 6."
Unfortunately, we cannot answer inquiries that are not directly related to our company's merchandise, such as how to use your PC or OS, your digital camera or expansion board. We also ask that you ask any questions you have concerning other companies' merchandise at other companies' support desks.
Furthermore, there are cases in which we cannot offer support if your problem stems from a malfunction on a device other than one for which our company offers a guarantee.
12.2.2.1. How to make inquiries
12.2.2.2. How to check serial number
Unfortunately, we cannot answer inquiries that are not directly related to our company's merchandise, such as how to use your PC or OS, your digital camera or expansion board. We also ask that you ask any questions you have concerning other companies' merchandise at other companies' support desks.
Furthermore, there are cases in which we cannot offer support if your problem stems from a malfunction on a device other than one for which our company offers a guarantee.
12.2.2.1. How to make inquiries
| (1) | Inquire over the Internet |
Use the special support form on our company's web page.
Use the support form from our support site on our company's SILKYPIX® web site.
Use the support form from our support site on our company's SILKYPIX® web site.
| * | When using the support form, you must enter your registered license serial number, so please have it ready. |
| (2) | Inquiries by e-mail |
Please follow the [Instructions for Making Inquiries] below and send an e-mail to the SILKYPIX support center.
E-mail address: silkypix_support_english@isl.co.jp
E-mail address: silkypix_support_english@isl.co.jp
| (3) | Inquiries by FAX |
Please follow the [Instructions for Making Inquiries] below and send a FAX to the SILKYPIX support center.
FAX Number: +81 43 296 8079
FAX Number: +81 43 296 8079
| (4) | Inquiries by mail |
Please follow the [Instructions for Making Inquiries] below and send a letter to the SILKYPIX support center.
SILKYPIX Support Center
Ichikawa Soft Laboratory
Makuhari-Techno-Garden Bldg. CD-5, 1-3, Nakase, Mihama-ku, Chiba-city, Chiba-pref. 261-8501 Japan
[Instructions for Making Inquiries]SILKYPIX Support Center
Ichikawa Soft Laboratory
Makuhari-Techno-Garden Bldg. CD-5, 1-3, Nakase, Mihama-ku, Chiba-city, Chiba-pref. 261-8501 Japan
Please include the following items when making an inquiry.
| (1) | Your name |
| (2) | An e-mail address / FAX number / address for replies |
When inquiring by e-mail, you may use either your PC or cell phone e-mail address. However, please understand that when using a free e-mail site or cell phone e-mail, replies from our company may not be received due to limitations to word count, etc.
| (3) | Product name: SILKYPIX® Developer Studio 6 |
| (4) | Product serial number |
| (5) | SILKYPIX® Developer Studio 6 version (example: Ver. 6.1.14.1) |
| (6) | OS (Example: Windows Vista Ultimate Service Pack 1 / Mac OS X v10.8.5) |
| (7) | PC (maker and model) |
| (8) | Processor model number |
| (9) | Processor speed (GHz) |
| (10) | Memory (GB) |
| (11) | Drive type (example: HDD / SSD) |
| (12) | Available capacity on drive (GB) |
| (13) | Digital camera (maker and model) |
| (14) | Your inquiry |
12.2.2.2. How to check serial number Please include your serial number when making inquiries concerning SILKYPIX ®. Please perform the following operations to learn your serial number.
| (1) | Click on the [Version information] button or select [Help (H)]-[Version information] from the menu and the "SILKYPIX® Developer Studio 6" dialog will be displayed. |
| (2) | Check the serial number shown in the "SILKYPIX® Developer Studio 6" dialog. |