exocad license and dongle errors: common causes and fixes
exocad license and dongle errors explained: dongle not detected, my.exocad login, modules not activated and versions the license does not cover, with fixes.
An exocad license or dongle error stops the lab at the worst moment: the software will not start, or a module is suddenly missing in the middle of a case. Most of these errors have a handful of causes, and the fix is often quick once the cause is clear. This post covers the common exocad license and dongle errors, what they usually mean and what to check, in the order I check them during remote exocad support.
How the exocad license works
The license of exocad DentalCAD lives on a USB dongle. The exocad hardware requirements state that a free USB port is needed for this license dongle, and that an internet connection is mandatory. The DentalDB documentation adds that a login to the my.exocad portal is required to verify access and the license, and that after 7 days without internet a new online login is needed.
Modules bought through a reseller are activated on the dongle when the software starts online. That means three things have to be in order for exocad to start with all its modules: the dongle is read by the computer, the computer can reach the internet and my.exocad, and the license on the dongle covers the version being started.
The dongle is not detected
This is the most common error, and it is usually physical. The dongle sits in a USB hub, a keyboard port, a front panel port or an extension cable, and the connection drops for a moment. Move it to a USB port directly on the back of the computer, restart exocad and, if needed, the computer.
If the error comes back after the computer wakes from sleep, Windows may be turning off power to the USB port. Disabling USB power saving for that port, or simply restarting exocad after waking, solves it in most cases. If the dongle is not recognized on any port or on a second computer, the dongle itself may be damaged, and the reseller handles a replacement.
The license cannot be verified online
When exocad starts but asks for a login, or reports that it cannot verify the license, the problem is the connection to my.exocad. Check that the computer is online, that the date and time of Windows are correct, and that a firewall, proxy or antivirus is not blocking exocad. Lab computers that are kept offline on purpose for security will hit the 7-day limit, so they need a scheduled online start.
A module is missing
A module that was bought but does not appear in the wizard was usually not yet activated on the dongle. Start DentalCAD with internet access and let it complete the start, then close and reopen it. If the module is still missing, ask the reseller to confirm that the purchase is registered on the dongle serial number. The serial number is shown in DentalDB under Settings, in About.
With a Flex subscription, an expired or unpaid period also removes modules. The difference between the two models is explained in exocad licenses: perpetual vs Flex.
The new version does not start
Installing a new release is not the same as being licensed for it. During setup exocad checks whether the license on the dongle is authorized for that version. A lab with a perpetual license and no current update entitlement can install a new version and find that it will not run. Ask the reseller which versions the dongle covers before updating, and keep the previous installation until the new one works (see updating exocad to a new version).
What to send when asking for help
When the reseller or support has to step in, the fix is faster with the dongle serial number, the exact exocad version, a screenshot of the error message and a note of what changed recently: a Windows update, a new computer, a new version or a new module. Writing the solution down afterwards makes the next occurrence a two-minute fix.
Sources
- exocad wiki, Hardware requirements
- exocad wiki, DentalDB application
Frequently asked questions
Why does exocad say the dongle is missing when it is plugged in?
Usually the computer is not reading the dongle reliably: a USB hub, a front port or an extension cable, or Windows putting the port to sleep. Plug it directly into a rear USB port of the computer, restart exocad, and try another port before anything else.
Does exocad work without internet?
Only for a limited time. According to the exocad wiki, a login to my.exocad and regular internet access are required to verify the license, and after 7 days without internet a new online login is needed.
Why is a module I bought missing in exocad?
Purchased modules are activated on the dongle when DentalCAD starts with an internet connection. If the computer was offline, or the purchase was not yet processed by the reseller, the module does not appear until the next online start.