We fully support vKey. If you are having problems, please read the support FAQs below. If they do not help, please contact our support team.
These are answers to the most common support issues you may encounter with vKey:
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vKey is slow to start the first time I plug it in
The first time you plug vKey into a computer, Windows needs some time to recognize vKey’s USB drive.
You will see a series of messages in the bottom right of your screen starting with "Found New Hardware". Once it says "Your new hardware is installed and ready to use" (or something similar), you're ready to go. vKey should now start automatically or launch the AutoPlay window.
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vKey is not starting automatically
Windows Vista to SP2 and Windows XP to SP4
If vKey doesn't start automatically, the computer you are using probably has the "AutoPlay" feature turned off. To run vKey, find the vKey drive letter, open it, and run the vKey.exe file. To avoid this problem, turn on the "AutoPlay" feature on the computer that you are using.
Windows 7, Windows Vista SP3+ and Windows XP SP5+
See AutoPlay doesn't show nor run the vKey file
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An "AutoPlay" box opens when I plug in vKey
This is normal in Windows Vista. It is simply confirming that you want the software to run. Simply click the "Run vKey.exe" text. To prevent this box from showing again, just check the "Always do this for software and games" checkbox before you click the "Run vKey.exe" text.
Windows 7, Windows Vista SP3+ and Windows XP SP5+
See AutoPlay doesn't show nor run the vKey file
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AutoPlay doesn't show nor run the vKey file
In Windows 7, Windows Vista SP3+ and Windows XP SP5+ *, Microsoft has disabled some AutoPlay features on the latest versions of Windows. This is beyond our control and, as such, means that vKey will not run completely automatically. To run vKey, simply plug it in, select the "Open folder to view files" option and double-click "vKey.exe" (see Figure 1). If there is no AutoPlay prompt shown at all, refer to vKey is not starting automatically.
Autoplay box
* SP = "Service Pack". These are major updates to Windows released occasionally by Microsoft.
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vKey won't run on my computer
vKey will run on most Microsoft Windows computers, but older versions of Windows are not supported, and vKey may not run on them. For details, see What are the system requirements for vKey? (at the bottom of this page).
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When I first plug in vKey, why does it show "Installing device driver software"?
This is just Windows adding vKey's USB drive's hardware driver. This is done by all USB devices plugged into a Windows computer. The driver allows Windows to recognize the USB drive. vKey itself does not install any software on your system, or leave behind any files.
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vKey doesn't start immediately when I use it on a computer for the first time
Like any USB device, Windows must recognize vKey's USB hardware to run vKey. This is done the first time vKey is plugged into a computer. It can take up to a minute - just be patient. Once vKey's USB hardware has been recognized, vKey will start normally. The next time you use vKey on the computer, vKey should start immediately.
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vKey isn't running on Mac computers
vKey will work on any PC computer with Windows XP or higher that meets the System Requirements listed at the bottom of this page. At this time, vKey is not Mac-compatible.
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Sometimes numbers won't type in weight / dose boxes
This can be due to having the cursor outside the vKey window, or having the cursor hovering over the weight / dose box after the entry has been highlighted. Just move the cursor a bit, and everything should work fine!
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I have deleted the files on vKey. What can I do?
Deleting or changing files not in the 'My vKey' folder may cause your vKey to stop working. Unfortunately, due to the design of vKey, these files cannot be restored, so the deletion of the vKey files is NOT covered by the vKey Satisfaction Guarantee nor Warranty. Please contact us for more information if this happens.
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What are the system requirements for vKey?
vKey's system requirements are:
- Windows XP, Windows Vista or Windows 7
- An available USB port
- 512 MB of RAM
- USB-run privileges (typically only important in a corporate intranet)
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