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SCan't activate Hornby Railmaster on Windows 10 laptop

Zhiyi Shi

22 posts

If you can't see the picture, let me tell you what I saw. So there are three icons on the top-right corner of RM. The first shows internet, the second shows controller, and the third shows locomotive. My "internet" icon is grey. When I connect the controller to laptop, the "controller" icon turns green, but the internet icon is still grey. Does that mean my internet is faulty or does that mean RM can't access internet?

Chrissaf

12098 posts


Community Moderator

Does that mean my internet is faulty or does that mean RM can't access internet?

 

The greyed out icon just means that RM can't access the Internet via your AV [Defender] and/or Firewall.

 

You can easily tell the difference, because if the Internet is visible to the Laptop [even if it isn't visible to RM], you should be able to navigate to any website using your browser. If you wrote your last post on the same Laptop as RM, then the Internet is working on it. RM is just being blocked from using it. At the end of the day, it should in theory only be a configuration issue in Defender / Firewall. It is just a case of finding out what needs to be set correctly and where the setting lies in what Windows screen.

 

Just for Information:

When I installed my copy of RM back in 2013 / 2014 [Windows 8 at that time, it is Windows 10 now though]. I ran the RM installer and the installer raised a pop-up asking a question along the lines of did I want to allow my Firewall (my Windows Firewall) to allow RailMaster. I answered 'Yes ... Allow' and that was it, the installer made all the necessary AV configuration changes for me and I did not have to do anything manually. It just worked, my Key activation went through OK at the first attempt and I got a Green Internet icon (yours being Grey). My AV application that was installed at the time and is still installed today [but version updated obviously] is ESET NOD32 and this AV uses the Windows Firewall, but it disables Windows Defender. I did not have to add any exceptions to my ESET NOD32 anti-virus either. It just all worked and configured itself on its own.

 

I appreciate that this not very comforting for you, but I only describe my experience so that you can see that it is not always normal to have to configure all these settings manually, Do you recall seeing the pop-up message that I described during your initial installation. If you did and you chose 'deny' instead of 'allow'. Then that would be your issue and some deep seated 'Windows Registry' flag has been set, that is now becoming difficult to recind.

 

I'm sure that you have seen and read it, but just in case you missed it or don't realise it is there. The RM installation places a 'Security.pdf' document file in the same place that the installation stored your RM manual. There is much guidance written in that document regarding creating exceptions. However, this PDF could really do with a Windows 10 re-write as it hasn't been updated for several years by HRMS.

 

This is where getting HRMS involved to log-on to your Laptop has sorted these issues out for others, they obviously know exactly where to go within the Windows security systems to manually make the necessary changes.

Chris........ Making the wood in the trees visible.

Zhiyi Shi

22 posts

Also, there might be another problem with the software. Every time I run RM, it says "There was a problem verifying installed languages on your computer. Railmaster requires the Western European languages to work (English, French, German, Italian and Spanish)."

I have English(UK), English(US) and Chinese installed. Does RM need all the languages? Or does that indicate some other problem the software is having with my laptop?

Zhiyi Shi

22 posts

I appreciate that this not very comforting for you, but I only describe my experience so that you can see that it is not always normal to have to configure all these settings manually, Do you recall seeing the pop-up message that I described during your initial installation. If you did and you chose 'deny' instead of 'allow'. Then that would be your issue and some deep seated 'Windows Registry' flag has been set, that is now becoming difficult to recind.

I turned off windows firewall notification when I first installed RM. However, today I realised letting notification to pop up might be a good idea, so I completely deleted all of RM (including the folder in C/program files(x86), the desktop shortcuts, the installation file, and even the cache of my C drive), enabled notification, and it popped up on the second time I ran the program. I clicked allow it on private and public networks, but obviously it is no use.

RAF96

13887 posts


Community Moderator

RM lodges a hidden flag somewhere on your PC. This remains even if you totally delete the application. Its purpose is to prevent folk loading RM in demo mode until the 90 day trial runs out, then deleting and reinstalling it. There is only one 90 day slot then you either buy a licence or you bail out of it. This however has nothing to do with your problem, but is info to indicate RM does not ever totally delete  upon an uninstall.

 

I think your best bet is to let HRMS have remote access to your PC, if and when they respond to your emails. Did we ever determine if the built in Help requests were getting through to them, by way of an auto-reply notification.

Halton Brat - Running Win 10, 64-bit - RM (Pro-Pack) with Elite as Controller-A, Select as Walkabout and E-Link as Controller-B - Locos are mostly TTS. http://www.halton96th.org.uk/robs_rails.html

Zhiyi Shi

22 posts

So today I went out and tested RM in different networks. Cambridge Grand Arcade public wifi-no connection. Starbucks public wifi-no connection. Then I went into my local tea shop, which doesn't have a free wifi like the shopping centre. Instead, it has a wifi router with a password, which is very similar to a home landline. I tried there, but no luck either. So I don't think going to my friend's house will be a great idea in this weekend, as the chance of my software working on the network of his house is very slim. 

I went back and borrowed a CD reader. Then I deleted all the RM program files, and installed the program from CD. The program is version 1.55 (which is strikingly old). When I fired up the program, the internet sign on the top right is green instead of grey, and the program downloaded guide_en.pdf. (I am using the college network here) It can also check for updates and showed me that I could update to 1.65 (which is still quite old). I ignored it and proceed to activate RM. But still, the same error occurred. I checked the log file in the RM folder. Here's what it says. 

 

28/10/20 15:38:48 Loaded Activation window

28/10/20 15:39:59 Starting Activation process

28/10/20 15:39:59 Initiating connection to Licence/Updates server

28/10/20 15:39:59 Read local credentials: "g

28/10/20 15:39:59 Connecting to remote gateway

28/10/20 15:39:59 Setting connection server, username and password

28/10/20 15:39:59 Setting remote host

28/10/20 15:39:59 Setting server credentials 1

28/10/20 15:39:59 Setting server credentials 2

28/10/20 15:39:59 Set up connection to server

28/10/20 15:39:59 Entering gateway root for updates check - attempt 1

28/10/20 15:40:22 Response: (0)

28/10/20 15:40:22 Entered gateway root

28/10/20 15:40:22 Downloading latest settings (f)

28/10/20 15:40:43 Entering keys gateway - attempt 1

28/10/20 15:41:05 Response: (0)

28/10/20 15:41:05 Entered resource: S....

28/10/20 15:41:26 Connected to server

28/10/20 15:41:26 Using temporary path: C:\Program Files (x86)\RailMaster\

28/10/20 15:41:26 Listing Key on Server: *************************(in place of my activation code, in the real log file it displays activation code)- attempt 1

28/10/20 15:41:30 Response: (0)

28/10/20 15:41:30 Raw response:

28/10/20 15:41:30 File size result=0

28/10/20 15:41:31 Listing Key on Server: *************************- attempt 2

28/10/20 15:41:35 Response: (0)28/10/20 15:41:35 Raw response:

28/10/20 15:41:35 File size result=0

28/10/20 15:41:36 Listing Key on Server: *************************- attempt 3

28/10/20 15:41:40 Response: (0)

28/10/20 15:41:40 Raw response:

28/10/20 15:41:40 File size result=0

28/10/20 15:41:41 Obtaining licence key from remote server - Attempt 1

28/10/20 15:41:45 Response: (0)

28/10/20 15:41:45 Key length incorrect so Set new path: C:\

28/10/20 15:41:47 Obtaining licence key from remote server - Attempt 2

28/10/20 15:41:51 Response: (0)

28/10/20 15:41:51 Key length incorrect so Set new path: C:\windows\Temp\

28/10/20 15:41:53 Obtaining licence key from remote server - Attempt 3

28/10/20 15:41:57 Response: (0)

28/10/20 15:41:57 Key length incorrect so Set new path: C:\windows\

28/10/20 15:41:59 Obtaining licence key from remote server - Attempt 4

28/10/20 15:42:03 Response: (0)

28/10/20 15:42:03 Key length incorrect so Set new path: C:\Users\

28/10/20 15:42:05 Using Windows comms

28/10/20 15:42:35 No valid key downloaded. Incorrect length. (length=0)

28/10/20 15:42:47 Message displayed: Key was not verified. (667) - Response=6

Does all those stuff make my problem more clear to you? Or does it confuse you? If it's the latter, then I'm terribly sorry about that.

Chrissaf

12098 posts


Community Moderator

As I and others have said numerous times, the only way you will get this resolved is to get HRMS to remotely log-on to your laptop. There is no other way.

Chris........ Making the wood in the trees visible.

Zhiyi Shi

22 posts

Alright. By the way, in RM there is a telephone number, and I called it this morning. Turns out that it's the customer support of Hornby itself, which doesn't point to RM. (please complete reading the rest of this post before you reply.)

I told the serviceman about the problem I had with RM and the fact that I contacted HRMS twice and had no responce back. He emailed HRMS about the situation and he CCed the email to both of my addresses. And both of my email addresses received the email he sent me, which means that my addresses could receive email from HRMS. Then in the afternoon, I sent an email back, asking about progress, and phoned the number again. This time the serviceman told me that he has received my email, which mean my email address could send email to HRMS. Then he told me that RM would take up to 7 days to complete my request. 

I guess I'll just wait then. 

RAF96

13887 posts


Community Moderator

In the log file it states more than once the key length was incorrect, which is why yonks ago I suggeted copy and paste rather than type in to avoid errors. Difficult to copy from a cd case though.

 

I had the same error with reregistering Pro and it turned out there was a hidden character in my sent sequence I had missed.

 

Ask HRMS to verify your keycode. They will not repeat it back to you but will say ifitis correct and valid.

Halton Brat - Running Win 10, 64-bit - RM (Pro-Pack) with Elite as Controller-A, Select as Walkabout and E-Link as Controller-B - Locos are mostly TTS. http://www.halton96th.org.uk/robs_rails.html

RDS

4086 posts


Community Moderator

You seem to making some progress even though it is probably slower than you would like it to be.

I suggest that you keep all the email correspondence and wait the 7 days before making contact again.  As Chris says above, HRMS have been known to log onto a members PC to sort it out.

00 Gauge. DCC. Elite (v1.43) with Select (v1.0) as Walkabout. RailMaster Pro running on a Windows 10 Laptop. 2nd copy of RailMaster (Not Pro) running on Windows 10 Desktop and Networked to the Laptop. Handheld RM running on Android Phone.

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