Hydratec Inc.

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Security and Licensing HydraKEY (Ribbon/Toolbar/Location)

Button: Add New Authorization Error Type: Failed to access cloud storage

Description:

While trying to authorize the software, the following message pops up; 

 

Failed to access cloud storage.  Error: Unable to load DLL HydraLIB.dll:  The specified module could not be found

Error: A Webexception with status NameResolutionFailure was thrown.

Error: A WebException with status SecureChannelFailure was thrown.

Solutions:

1.
Cause:

In September of 2023 AWS upgraded their servers to only allow TLS 1.2 Connections or later.  Any version of HydraKEY before version 2023.05.04 will not function correctly and give some or all of these errors:
Solution:

You need to update your HydraKEY application to version 2023.09.09 or later.  To do this follow these steps:

  1. Close all hydratec products, including HydraKEY.
  2. Open this link to download the install .zip :  https://hydrakey-public.s3.us-east-2.amazonaws.com/HydraKeyInstall.zip
  3. Unzip and run the HydraKEYInstall.exe inside the .zip.
  4. Open HydraKEY and make sure it says 2023.09.09 (or later) in the top title bar.
  5. Try doing whatever you were doing originally to see that it no longer causes any of the three errors on the left.  (i.e. “Transfer Authorization”, “Renew Authorization” , “Add New Authorization” , Opening a Hydratec product, etc.)

 
2.
Cause:

System folder on local machine restricting access to vital file.

or Internet Connection Down or Firewall blocking application.
Solution:

Run the HydraKEY install on machine.

Please download the “HYDRAKEY INSTALL” from:

  1. https://hydrakey-public.s3.us-east-2.amazonaws.com/HydraKeyInstall.exe
  2. Whatever folder that goes into,  if you’ve downloaded this several times, make sure to use the newest one:

 

  1. With All virus software turned off, right click on and run the most recent HydraKey Install as administrator.

 
3.
Cause:

Failed to access cloud storage.

Error: A Webexception with status NameResolutionFailure was thrown.
Solution:

Problems with Internet Connection between HydraKEY and the AWS servers.

Either your internet is down or the connection is particularly slow.  Try again later. Or check with your administrator to adjust your firewall settings.

If you are being blocked by security on your network or machine, let you administrator know:

·  Allowlist *amazonaws.com. In other words, allowlist all domains that end with .amazonaws.com. We call their servers to check HydraKey version as well as activate, renew and transfer our authorizations.

  • If you're unable to allowlist *amazonaws.com, you can allowlist our specific calls: 
    • s3-r-w.us-east-2.amazonaws.com
    • us-east-2.compute.amazonaws.com

-These calls are made on the dynamic secondary ports.  These are randomly assigned ports within the following range:   5001 - 65500

-To test if your firewall or some network condition is blocking the call, try connecting your computer to a different wifi network (like a hotspot on your phone) then try opening HydraKey and running the command again. If it still doesn't work, then the problem is likely some software running on windows, or windows defender firewall.

-To test if some software on your machine is blocking you, try opening a browser and going to following address: https://hydrakey-public.s3.us-east-2.amazonaws.com/HydraKEY_Current_Versions_Comparison_File.txt

It should looks something like this (the numbers may be different, but that's alright):

If you see these words with some numbers after, but opening Hydrakey gives a "Cannot get latest HydraKEY update information!"  Error,  then some software on your computer is specifically stopping calls to the internet by HydraKey.exe and HydraLicenseUpdater.exe but allowing your browser to go to the exact same link without a problem.  You are looking for virus scanners and firewalls in which to change settings.

Sometimes upgrading from windows 10 to windows 11 can fix this issue.
4.
Cause:

Error: A WebException with status SecureChannelFailure was thrown.
Solution:

-If you are using a Netscope client, have your IT department disable the web filter that is blocking HydraKEY.

-Your Firewall or Virus Scanner is blocking connection between HydraKEY and the AWS server.  Check your firewall and virus scanner settings or ask your administrator.

-HydraKEY must be in the allowed list and NOT in the blocked list in the firewall settings.  Sometimes more general rules may be restricting it.  (For example: "block all applications not located in the 'Program Files' folder).

-Trying again later sometimes fixes this problem.  In the case of an SSL handshake failures due to latencies of greater than 800ms on your network or too many dropped packets on wireless connections, this error will be generated.

If you are being blocked by security on your network or machine, let you administrator know:

·  Allowlist *amazonaws.com. In other words, allowlist all domains that end with .amazonaws.com. We call their servers to check HydraKey version as well as activate, renew and transfer our authorizations.

  • If you're unable to allowlist *amazonaws.com, you can allowlist our specific calls: 
    • s3-r-w.us-east-2.amazonaws.com
    • us-east-2.compute.amazonaws.com
5.
Cause:

 
Solution:

Your FIPS security settings are blocking your ability to reach the AWS servers for Activation, Renewal or Transfer of your HydraKEY authorization.

-Disable FIPS

   -Open Control Panel in windows.

  -Got to "System and Security"

    -Go to  "Administrative Tools"

   -Choose "Local Security Policy"          

     -Choose "Local Policies" then "Security Options"   

       -On the right side find "System cryptography: Use FIPS copmpliant algorithms for ...."

       - Right-Click it and choose "Properties", then Disable it, then hit ok.  

-In Local policies, It should look like this:

-NOW TRY TO ACTIVATE, TRANSFER OR RENEW IN HYDRAKEY AGAIN. MAKE SURE FIPS HAS REMAINED OFF.

- if you like, Re-enable FIPS. (you'll have to repeat this process each time you renew your authorization if you do)

       -In Local Policies, it should now look like this:    

 
6.
Cause:

Solution:

 

You are using a version of HydraKEY that predates 2024.04.15.

  -Download HydraKEY from here: HydraKEY Install

  -Find where your browser places downloads and Right-Click/Run As Administrator the file HydraKEYInstall.exe from that location.

  -After that finishes, go back into HydraKEY and attempt the process that originally gave the error.  It should be functioning now.
Updated: April 15, 2024, 10:29 a.m. Created: June 18, 2021, 4:41 p.m.