cécile perray We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00732492 .

cécile perray 

I'd also note you may not get much help.  Passolo 5 might be 20+ years old (we think) and we haven't used dongles for years.  So tagging Achim Herrmann as well in case he can offer some advice here.

Paul tagged me for this request. Do you use a parallel (printer port) or a USB dongle? Any changes in your computer (new hardware, new operating system)? 

Yes, actually i use a usb hub temporarely because my working station is KO
i tried to plug the key on the main usb ports and it does not work either, even in case the usb hub is disconnected

it seemed to me that plugging the key to the usb hub shot it down

I tried to figure something out in the Rainbow folder but i can't execute the programm as they are not allowed by my administrator.

FYI i have a sentinel purple key

Would you recommend uninstall and reinstall of Passolo V5?

I don't think that re-installing Passolo would help. I suggest re-installing the latest dongle driver might help. Please contact your IT as they need to download the latest drivers at https://supportportal.thalesgroup.com/csm?id=csm_product&sys_id=d4303b92db852e00d298728dae96199d&table=sn_customerservice_product_name and install it with admin rights.

If it still doesn't work, we might be able to exchange the dongle hardware. 

Hi and  thank you for your reply
I downloaded Sentinel Protection Installer 7.7.1.exe (i am on W10)
but the installation could not run
Any idea why?

Difficult to answer. Are you Admin when installing the software?

yes