Regent Instruments - Technical Support
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Regent Instruments Inc. since 1991

 

 


For sales informations,
contact us by email

sales@regentinstruments.com
Technical Support
Technical support is available by email to all registered clients.

You can contact us by e-mail to the address given at the following places:

1) In the Welcome screen that is displayed each time one of our software is launched;
2) In our products' instruction manuals: a) on the cover page, b) on page 1 and c) in the Appendix FAQ section

We usually answer within one hour messages received during our working hours. If it takes longer, it can be due to a higher volume of e-mails than usual, we are closed for a holiday or during summer time when we have staff on vacation.

 
Please provide us with the following information when you contact us;
  • The software program name (i.e. WinRHIZO) and version (Pro 2010a) you are working with.
  • The hardware product name (i.e. STD1600+ scanner).
  • The customer number on your Protection Key. This information is important, it allow us to retrieve information about what was shipped to you and earlier communications.
FAQs
1. Windows 7 to 10 Compatibility
2. Protection key is not found by the program
3. How do I proceed with a first time installation, an update or an upgrade installation?
4. What is the best way to learn how to use Regent's programs?
5. The scanner LEDs (lights) in front of it indicate an error when it is turned on
6. ijl15.dll is not found by the program.
 
1. Windows 7 to 10 Compatibility
Windows 7 to 10 Compatibility

Regent's programs runs well under Windows 7 to 10 (32 & 64-bit). If your protection key is not white & cyan you must install the key drivers version 7.6.8. You can download the 7.6.8 driver file by clicking here.

If you have a Regent Instrument's scanner, it will also be important to download the latest drivers. Make sure you choose your scanner model drivers.

IMPORTANT NOTE: If you have an older version of the protection key driver installed on your computer, you must uninstall it before installing the new one. To uninstall the old driver, run its installation program (the same program that you used to install that driver) and select the option to Remove (instead of Update, Repair or Install).

2. Protection key is not found by the program.

When you try to scan or load an image, the following message comes up :

Protection key not found
Please verify its installation.

This message means that the program cannot locate the hardware protection key required for the proper functioning of all Regent’s programs. The key must be connected to the computer on which the program is running.

The key can be one of three models:

  1. Cyan USB key. On all operating systems, does not require any driver.
  2. Black USB key. On all operating systems, you will need to install a driver for this key.
  3. Purple USB key. On all operating systems, you will need to install a driver for this key.

    KeyCyan
    Cyan protection key
    Black protection key
    Purple protection key

    There are a few reasons why the program might not be able to find the key. The information and tests that follow will help find the cause of the problem.

    1) Make sure you download the key drivers version 7.6.8 (not 7.6.9) at the link below. When installing the drivers try using all default settings.

    You can download the 7.6.8 driver file by clicking here.

    2) Drivers must be installed before connecting the key. If you did not or are unsure, try uninstalling it (using the same software as for installation), restarting the computer, reinstalling the drivers (try with the default settings), restarting the computer then connecting the key. When you connect the latter you should get a message from Windows confirming that "the drivers for this device have been installed and are running properly".

    3) Make sure the key is connected directly to one of the computer's USB port (not via a USB hub, monitor or keyboard USB connection).

    4) Make sure you are using the right key for the software. First it must be one of Regent Instruments' key. Then check the software model it unlocks. It is written on the key. Verify that the software model you are using is the same as the one of the key. The software model running is written in the welcome screen at startup. Note that a key made for WinFOLIA “Reg" won’t allow to run a WinFOLIA “Pro” and vice versa. Both the key and software must be of the same model.

    5) If you have more than one year version of the software (i.e. WinFOLIA Reg 2002a, WinFOLIA Reg 2006a, WinFOLIA2012a….) make sure you use the right year for the key (the key for a software model changes after a few years). Example: You bought WinFOLIA 2006 in 2006. Later you updated it to version 2012a. When you updated it the key was reprogrammed for version 2012a. It now allows WinFOLIA2012 to run but no more the older ones (2006a, 2003a…). 

    If none of the above suggestions work, contact Regent’s technical department. If you do so, let us know which of the above tests you have done, and the results you obtained.

3. How do I proceed with a first time installation, an update or an upgrade installation?

For software without the Cyan protection key

Regent software programs come on a CD-ROM labeled with the product name and its version number (WinDENDRO 2010a for example). On the CD, there are two folders. One bears the product name and contains the program (WinDENDRO.exe, WinRHIZO.exe...), its instruction manual and its demonstration images. Copy that folder to your hard disk. The second folder contains the drivers for the protection key. See PROTECTION KEY above for its installation instructions.

For software with the Cyan protection key

Regent software programs are now directly on the protection key instead of a CD-ROM. The Cyan key doesn't require drivers so it only contains the program (WinDENDRO.exe, WinRHIZO.exe...), its instruction manual and its demonstration images.

 

4. What is the best way to learn how to use Regent's programs?
All programs produced by Regent Instruments come with an instruction manual and demonstration images. Read the Introduction section of the instruction manual and try the examples with the demonstration images. These images are easy to analyse and show typical applications.
5. The scanner indicates an error when it is turned on.

Depending on the scanner model an error is indicated by the lights in front of it. Refer to the scanner manual for a meaning of the light status and a hint to the potential cause of the problem. If the error remains, try the following.

Disconnect all cables (except power) and devices connected to the scanner (cable from scanner to computer and from scanner to TPU). Turn on the scanner. If it indicates an error, the scanner is probably damaged or is still locked. Verify that the scanning head is unlocked.

If the scanner does not indicate an error, turn it off and connect the TPU unit (if you have one). Turn the scanner on. If the scanner lights indicate an error, the TPU (or scanner) is probably damaged or still locked. Unlock TPU light and retry the procedure if light was locked.

If the scanner does not indicate an error, turn it off. Connect the cable that connects it to the computer on the scanner side only (do not plug the other end of the cable to the computer). Turn on the scanner. If it does not work, the cable is probably damaged. Try replacing it.

If the scanner does not indicate an error, turn it off. Connect the cable that connects the scanner to the computer on both sides (scanner and computer) while both machines are off. Turn the scanner on. If the lights still do not turn on normally, there is probably a problem with the connection..

If none of the above procedures solve the problem, contact our tech support personnel and let us know which tests you have done and the results you obtained.

6. The ijl15.dll file is not found by the program.

Upon starting one of our program, the following message comes up :

The code execution cannot proceed because ijl15.dll was not found. Reinstalling the program may fix this problem.

 

This means the ijl15.dll cannot be found on your computer. You can download this file by clicking here. After downloading and unzipping the file, move it in the program's (WinDENDRO.exe, WinRHIZO.exe...) folder with its .exe file. If you own several of our programs, you can also move it to your Window's system folder (typically C:\Windows\System) to make it available to all of our programs.