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Brand new Resolve Studio - Dngle seems to be not working

https://forum.blackmagicdesign.com/viewtopic.php?f=21&t=130572

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Brand new Resolve Studio - Dngle seems to be not working

PostPosted: Wed Dec 30, 2020 10:53 am
by Trevor C
Hi all

I have purchased DaVinci Resolve Studio Dongle, from a reputable BMD agent. Sealed.
The green light on the dongle comes on when inserted. Studio Version 17 Beta version 6. However, on startup (dongle inserted) a startup screen appears for a few seconds then disappears. On startup (dongle not inserted) the same startup screen appears, with the message "Please enter your licence key to activate, or make sure you have a DaVinci Resolve dongle connected" Insertion of dongle key at this point makes no difference, I can't get past this screen.
Microsoft Surface Laptop 3, works fine on the standard 17 version. Installing the version that came on the SD in the box (16) makes no difference. Dongle doesn't seem to be working, or isn't recognized by the program.

Any ideas to fix this?

Re: Brand new Resolve Studio - Dngle seems to be not working

PostPosted: Wed Jan 06, 2021 5:23 am
by Peter Chamberlain
Please review the FAQs above and the details on how to provide logs and NFO.

Re: Brand new Resolve Studio - Dngle seems to be not working

PostPosted: Wed Jan 06, 2021 6:33 am
by Shrinivas Ramani
Trevor,

Can I check if you're connecting via a USB hub? Could you try plugging it in directly to the laptop - or if that's not possible, using another USB hub?

Testing on another machine might not be a bad idea either, with the aim of checking whether the fault is with the dongle or the USB interface.

Thanks
Shrinivas

Re: Brand new Resolve Studio - Dngle seems to be not working

PostPosted: Wed Jan 06, 2021 10:06 pm
by Trevor C
The computer recognizes the dongle, and confirms it is working correctly. I downloaded version 15, and the dongle works fine with this version. Just not versions 16 and 17. I've tried all the suggestions on this and other forums, but no success. Any ideas?

Re: Brand new Resolve Studio - Dngle seems to be not working

PostPosted: Thu Jan 07, 2021 12:55 am
by Dwaine Maggart
In a File Explorer window, go to:

C:\Program Files\Blackmagic Design\DaVinci Resolve

and run CaptureLogs

This will place a Resolve log file named similar to this on your Windows desktop: DaVinci-Resolve-logs-20181228_140434.zip (You may not see the .zip extension if your system is set to hide known extensions).

Then open Windows System Information and do a File - Save (Not a File Export), which will generate a .NFO file.

Place both those files on a file sharing site and provide links to the files here.

If you are a new Forum user, you may not be allowed to post URLs. If this happens, just put a space near the front of the URL, so the system doesn't think it's a URL.