Problem Description
SymPhoTime 64 (and other PicoQuant software using the HASP/Sentinel dongle for license protection) fails to launch , even though the USB dongle is physically connected to the computer. This issue is recurring and has been reported by multiple customers, often after a Windows update.
Typical Error Messages
Sentinel key not found (H0007)-
Missing Sentinel/HASP library(during installation or startup) Hardlock API error- Windows Device Manager showing:
Unknown USB device— even when the dongle is in a powered port
Root Causes
There are several reasons why the dongle may not be recognized:
1. Windows Update broke the HASP/Sentinel LDK driver
The most common cause seen in recent tickets (2025–2026). A Windows update can silently corrupt or incompatibilize the existing Sentinel LDK runtime, causing it to stop recognizing the dongle even though the hardware is physically present.
2. Outdated HASP driver bundled in the SymPhoTime installer
The HASP driver version shipped with older SymPhoTime installers may not be compatible with newer versions of Windows 10/11. Installing a newer version of SymPhoTime does not always resolve this, as the bundled driver may still be outdated.
3. Incomplete or failed driver installation
The `HASPUserSetup.exe` bundled inside the SymPhoTime application folder sometimes fails to install correctly, leaving the Sentinel LDK runtime in a broken state. This can happen on fresh installations as well as reinstallations.
4. Insufficient USB port power
In rare cases, the USB port does not supply enough power for the dongle. Windows may report this in Device Manager. Trying a different (preferably rear/powered) USB port can resolve this.
5. Windows version incompatibility
Very old Windows versions (e.g., Windows 10 LTSC, older Enterprise builds) may not support the latest SymPhoTime installer. In these cases, the driver must be installed manually.
Solution
Step 1 – Try a different USB port
Before anything else, unplug the dongle and reinsert it into a different USB port (preferably a rear port on a desktop, or a powered hub). Check Windows Device Manager to confirm whether the dongle appears without errors.
Step 2 – Install the latest Sentinel LDK driver manually
This is the fix that has resolved the issue in the majority of recent cases. The driver must be downloaded directly from the manufacturer (Thales/Gemalto), as the version bundled with SymPhoTime may be outdated.
1. Go to the Thales Sentinel support portal:
→ Navigate to "Drivers and Downloads"→ "Sentinel HL / LDK / HASP – Runtime Installer"
Or use this direct KB article link:
(Search: "Sentinel LDK Windows GUI Runtime Installer")
2. Download the latest Sentinel LDK Windows GUI Runtime Installer.
3. If possible, first remove the old HASP driver:
- Navigate to the SymPhoTime installation folder (e.g., `C:\Program Files\PicoQuant\SymPhoTime64\`)
- Locate `HASPUserSetup.exe` and run it, selecting "Remove"
- Alternatively, uninstall via Windows Add/Remove Programs if listed separately
4. Replace the old `HASPUserSetup.exe` in the SymPhoTime application folder with the newly downloaded version.
5. Run the new installer, choosing "Install" or "Repair".
6. Restart the computer.
7. Relaunch SymPhoTime 64.