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SV510 Secure Video Key:
FAQs & Trouble Shooting

Please select from the list of questions below. If you do not see the question(s) you may have, please feel free to call customer service.
SV510 Key Features

STATUS LIGHTS

AC POWER ADAPTER

System Requirements

OPERATING SYSTEM

HI-SPEED USB 2.0 PORT

Set Up

STEP 1: Install the Software

STEP 2: Register the Key

Playback

The S-VIEW Utility

The Access Code

Enrollments
Status Lights

What do the lights mean?
    Power Light
  • Green - Key is receiving power.
  • Off - Key is not receiving power. Use the Key only in a high speed USB 2.0 port or powered USB hub.
    Registered Light
  • Green - Key is registered
  • Amber - Key is not registered.
    You must register the Key in order to play S-VIEW content.
    Ready Light
  • Green - Key has completed its internal security check. After you plug in the Key it takes about one minute for it to complete the security check and for the Ready Light to illuminate.
  • Off - Key has not completed its security check. The Ready Light must be green before you try to play S-VIEW content

Why doesn't the Power Light turn green?
The key is not receiving power.
  1. Reinsert the Key, making sure the USB cable is attached correctly to the Key AND to the USB port or powered USB hub.
  2. Make sure you are using a powered High Speed USB port, either on your PC/laptop or on a powered hub. If you use an unpowered hub you must use the AC Power Adapter.
  3. Make sure the power switch is in the correct position:
    1. BUS - when plugged in to a powered USB port
    2. SELF - when using the AC Adapter (Key is plugged in to an unpowered hub)
  4. Close the S-VIEW Utility if it is open. If you insert the Key when the Utility is already open, the Key can not initialize.
    1. Unplug the Key.
    2. Close the Utility.
    3. Wait 1 minute and reinsert the Key.

Why is the Registered Light off?
The Key can't communicate with the S-VIEW Security Software.
  1. Make sure the cable is attached correctly.
  2. Reinsert the key.
  3. If the light does not illuminate after you reinsert it, contact Customer Service.

Why doesn't the Ready Light turn green?
After you plug in the key, it takes about 60 seconds for the Ready light to turn green. (The Ready Light should illuminate even if the S-VIEW Software has not been installed yet.)
  1. Remove the key.
  2. Wait for one minute.
  3. Reinsert the key and wait for 1 more minute.
  4. If the Ready light still does not turn green contact Customer Service

The Power Light is on, but the Registered Light is off.
Your key is not functioning properly. Call Customer Service.


AC Power Adapter

When should I use the AC Power Adapter?
If you use the Key with an unpowered USB hub, you must attach the AC Adapter to the Key.


How do I use the AC Adapter?
  1. Slide the Power Switch on the side of the Key to "SELF".
  2. Plug the AC adapter into the Key.
  3. Plug the adapter into an electrical outlet.

I need a replacement AC Power Adaptor.
Please contact Customer Service to request a replacement.


Operating System

Is Windows XP 64-bit supported?
Not at this time.


Hi-Speed USB 2.0 Port

Can I use a non High speed port?
NO. Use only a high-speed 2.0 port. If you insert the Key in a non-high speed port the S-VIEW content will not play reliably.


How can I tell if my USB port is HIGH SPEED?
Use one of these methods to determine what type USB port you have:
  1. Prior to installation, check the Hardware Specifications that came with your PC/laptop. If you don't have those, check the manufacturer's website for this information. Or follow these directions to check your PC/laptop configuration.
    1. Under My Computer, System Information, System Properties, select Hardware.
    2. Select the Device Manager option.
    3. Click the + in front of Universal Serial Bus Controllers.
      • If Enhanced Host Controller or USB 2.0 Root Hub Device is listed, then the computer has USB 2.0 ports.
      • If Universal Host Controller and/or Open Host Controller is listed, then the computer has USB 1.1 ports
  2. During software installation, the S-VIEW Installer displays a warning if it detects a non high-speed USB port.
  3. If you have already installed the software, start the S-VIEW Utility.
    1. Select the Status tab.
    2. In the Key Connection area, check the speed display.
      • "High" displays if the USB port is high speed
      • "Low" displays, highlighted in yellow, if the USB port is low speed.

I received a message similar to this: High-Speed Device installed in non-high speed port.
  1. Plug the Key into a high speed port.
  2. If you have not completed the Set Up yet, and Welcome to the Found New Hardware Wizard displays, cancel it. Use the S-VIEW Setup Wizard to install the Key Hardware.

My PC has an Adaptec AUA-3020 USB add-on card, and the Key won't work. Why?
is a known issue with this card when using the manufacturers bundled drivers. Update to the latest Adaptec driver or allow Windows XP to install its own.


I need a replacement USB cable.
You can purchase a replacement "USB Type mini-B" cable at most computer supply stores.


Set Up
Step 1: Install the Software

The S-VIEW Installation didn't start automatically.
The "automatic start" feature on your computer may be disabled. To manually start the S-VIEW software installation:
  1. Click on Start
  2. Click on My Computer,
  3. Click on the DVD/CD drive
  4. Find the Setup.exe file and double click to start the installation process.

My Operating System won't run this software
To use the Key, your PC/laptop must be running Windows XP Service Pack 2 (SP2), or higher.

To determine what your operating system is:
Click on Start, My computer, View System Information.
Read the General Information under System Properties to find your operating system.


I don't have administrative rights and can't install the software.
  1. Log on using an administrator account then install the software OR
  2. Have the system or site administrator install the software for you
My SV510 key is plugged in, but the S-VIEW Set-up Wizard says it can't communicate with the key.
  1. Make sure the USB cable is attached correctly to your key and is properly plugged in to a high speed port on your PC or laptop. Refer to The SV510 Secure Video Key section of the User Manual.
  2. Make sure the port is a high speed USB 2 port. See "How can I tell If it's a High Speed port" under System Requirements.
  3. If the key is correctly plugged in to a high speed port, the key may be malfunctioning. Contact Customer Service.

The Setup detected a previously installed version of the S-VIEW software and asked me if I want to uninstall the S-VIEW Software.
    There are 2 explanations for this:
  1. If you started the software install by accident, click NO, you don't want to uninstall the software.
  2. If you are installing an S-VIEW Software Upgrade click "Yes". The old version of the software must be uninstalled before you can install a newer version. You can then restart the S-VIEW Installation.

During S-VIEW software install, the installation program seems to lock up and not do anything for an extended time.
The install program will install Microsoft .NET 1.1 if it is not already installed. This may take up to 3 minutes, during which time there is no visible activity on screen.


Set Up
Step 2: Register the Key

Why do I have to register my SV510 Key?
Registration is a security step that ensures that only you can view the content intended for you. If you do not register your SV510 Secure Video Key, you will not be able to play encrypted S-VIEW DVDs.


How do I register the SV510 Key?
You can register the Key in one of two ways, listed below. However, if your organization has an internal S-VIEW Administrator, please follow your corporate policy to contact them first. If you are not sure, our customer service department can tell you who to contact.

Register on-line at Cinea's Player Registration Website (https://register.cinea.com).

OR


Call our customer service number and talk to a customer service representative who will lead you through the registration process. In the US and Canada, dial toll-free at 1-888-323-4383; outside of the US and Canada, dial your international access code followed by: 1-818-823-2878.


Playback

My video and audio skips or is choppy
  1. Make sure you are using a high speed USB 2.0 port.
  2. Check your S-VIEW DVD for scratches or smudges.
  3. Video content with a very high bit rate can skip due to bandwidth restrictions and/or system limitations.
    • Try a title with a lower bit rate
    • Play a non S-VIEW disc with a similar bit rate to check for similar problems.

When I try to play an S-VIEW disc:
  • Screen is Black
  • Video doesn't load
  • No audio
Make sure you're using a supported Media Player. See the System Requirements in the User Manual.
The video stopped or froze during playback
Make sure the Key is still plugged in. If it isn't, reinsert it, wait for the Ready Light to turn green, and then restart the movie.


The S-VIEW content won't play
  1. Make sure the Key is inserted properly.
  2. Try to play a standard (non-S-VIEW) DVD with one of the supported media players.
    1. If you can not play a standard DVD, consult the user manual for your media player.
    2. If you can play a non S-VIEW DVD, proceed to #3.
  3. Is the Ready Light green?
    1. If you tried to play the DVD before the Ready Light turned green, it will not play.
    2. Wait for the Ready light to turn green then restart the media player.
    3. If the Ready Light fails to turn green, reboot your computer and try again.
  4. Is the S-VIEW software functioning properly?
    1. Start the S-VIEW Utility
    2. Click the Status tab
    3. In the Processes section, determine if the "Service Status" and "Filter Status" display "Running" If either one is not running, click the Restart Services button. If either service remains stopped, click the Restart Service button again.
    4. If you cannot restart the services, reboot your PC/laptop.
    5. If rebooting does not solve the problem, contact your S-VIEW Administration or Customer Service.
  5. Did you get a message like this:
    The encrypted S-VIEW DVD you are trying to view is not authorized for your key. Please call Customer Service.
    Or,
    No enrollments were found to enable viewing of this S-VIEW disc.


    6. You may be able to update your enrollments by starting the S-VIEW Utility and clicking on the "Enrollments" tab. You may need to load enrollments (authorization) on your key. For more information, see the Enrollments section of the User Manual.

I use the WinDVD or PowerDVD Media Management system and my computer does not recognize S-VIEW discs.
We do not recommend using either management system.


I received this message: "Your S-VIEW Key has reported a serious failure. Please call Customer Service."
  1. Unplug your Key
  2. Reboot your PC or laptop.
  3. Wait for one minute.
  4. Plug in your key, wait for the Ready light to turn green, and then try to play an S-VIEW disc.
  5. If you continue to receive the message, call Customer Service.

I have multiple S-VIEW discs loaded at the same time and I cannot view some of them.
The Key will play one S-VIEW disc at a time. If you have multiple DVD drives (physical and/or virtual) load only one disc at a time.


I receive "Unable to create hardware overlay" or a similar message when I try to play an S-VIEW disc.
  • Make sure you can play a standard, non S-VIEW DVD.
  • Turn on Hardware acceleration in your DVD application. Refer to your DVD software manual for more information.

After the Key is powered (the Power Light is green), but not ready (the Ready Light is not illuminated) if I hit play I get the message "Your key is not ready, please wait 1 minute". Then if I try to play again there is no message. I seem to only get the message every 2 or 3 attempts at play.
After you try to play a DVD, there is a five second interval during which the Key ignores any additional play attempts. Wait five seconds before you try again. Also, remember that the Ready Light must be green before you try to play an S-VIEW DVD.


The S-VIEW Utility

How do I start the S-VIEW Utility?
  1. Click on Start on your desktop
  2. Click on All Programs
  3. Locate and click on "Launch S-VIEW Utility" under Cinea / SVIEW.

When I start the S-VIEW Utility, why do I receive this message "The Application is already running" when it isn't running?
There is a short delay between the start of the Utility and its appearance on your screen. This delay is typically 3-5 seconds, during which the Utility establishes communication with the Key. If you try to start the Utility again during this time, you will receive the error message above. In a situation where your Key is not communicating properly, the S-VIEW Utility may not display for up to 60 seconds.



I unplugged the Key while the S-VIEW Utility was running. When I plug it back in no status lights illuminate on the Key.
  1. Close the S-VIEW Utility.
  2. Remove the Key and wait 1 minute.
  3. Reinsert the Key.

Why does the S-VIEW Utility only partially display? The bottom and right side are cut off.
Check the DPI setting for your computer's display. The S-VIEW Utility displays correctly at the default DPI setting of "Normal size (96 DPI).
    To change the setting:
  1. Click on Start and select My Computer
  2. From My Computer select Control Panel / Display / Settings / Advanced
  3. On the DPI Setting Menu select 96dpi
  4. Click on "Apply" or "OK"
  5. Reboot your PC/laptop to apply the new setting.
NOTE: You must have administrative rights to reset the dpi setting.


The Access Code

I forgot my access code
  1. Start the S-VIEW Utility
  2. Select ACCESS Code
  3. Follow the on screen directions to call Customer Service

Why did I receive this message?
"You are locked out. If you wish to try again, please disconnect and reconnect your S-VIEW key or wait about 1 minute."

OR,

"You have entered an incorrect Access Code 5 times in a row. You must wait 1 minute before re-entering the Access Code."

As a security measure, the S-VIEW Utility will not permit re-entry of the access code after several incorrect attempts. To try again, wait 1 minute or disconnect and reconnect your Key. If you do not remember your access code, please contact Customer Service.


The first time I play S-VIEW content, after I power up my PC and log on, I have to enter my Access Code. But, after I've logged out (or my PC was in standby or hibernate) I don't have to enter my Access Code again. Why?
Your SV510 Key will remain unlocked (and able to play S-VIEW content) until you remove it, or reboot your computer. For this reason we recommend you unplug your Key while not in use to prevent access by unauthorized people.


I use Windows Media Center Edition. The "Please Enter your Access Code" prompt never displays. Why?
If you use Windows Media Center Edition you must press Alt+Tab to see the Access Code prompt.


My computer allows multiple users to log on at the same time. Why don't I see any of the S-VIEW message windows such as the "Please enter your Access Code" prompt?
If your computer has Fast User Switching enabled (which means users can log on without forcing other users to log off), only the first user to log on (following a state of no users logged on) will see the Access Code prompt and other S-VIEW messages. If you try to play an S-VIEW disc, but the "Please enter your Access Code" prompt does not display:
  1. Switch to the first user who logged on (following a state of no users logged on) to see the S-VIEW message windows.
  2. Enter your Access Code. You may now play the S-VIEW disc under any account.
  3. To display all S-VIEW messages on your desktop, log all users off (including yourself) and then log back on to the account where you wish the messages to be displayed.

Enrollments

What is an Enrollment?
An Enrollment is S-VIEW terminology for authorization. In order for you to view a specific piece of S-VIEW content, your SV510 Secure Video Key must be authorized to play that content. (It is the responsibility of the Content Owner to grant this authorization.) The authorization, called an Enrollment, must be loaded on your SV510 Key.

Typically, when you receive an S-VIEW content disc, if you have been authorized to view it and you registered your SV510 Key before the disc was created, the enrollments will already be on the disc. When you begin playback the S-VIEW security software automatically uploads the enrollments to your key.


Why (and when) do I have to update the Enrollments on my Key?
Under normal circumstances you will NOT have to update the Enrollments on your Key. However, if you try to play S-VIEW content you feel you are authorized to view but you receive a message that no enrollments were found, or that your Key is not authorized to view the DVD, you will have to load updated Enrollments on your Key.


NOTE: Please refer to the Enrollments section of the SV510 User Manual for directions on how to update the Enrollments on your key.


During or after an attempt to update Enrollments, why did the S-VIEW Utility lock up?
If the Key loses connection (such as being unplugged) while the Enrollment window is displayed, the S-VIEW Utility will lock up. To correct this:
  1. Close the Utility
  2. Make sure the Key is plugged in.
  3. Restart the Utility.

I updated the Enrollments on my Key, but I still can't play the S-VIEW disc. I continue to get the same message: "The encrypted S-VIEW DVD you are trying to view is not authorized for your key."
Please contact your S-VIEW Administrator, or Customer Service.


I tried to update the Enrollments on my Key, but I received this message: "There are no enrollments for your Key at this time."
The S-VIEW Utility could not update your Key because the S-VIEW website does not have any enrollments for your account. It is the responsibility of the Content Owner to grant authorization (enrollments) to play S-VIEW content. If you feel you SHOULD be able to view the S-VIEW content, please contact the Content Owner, or your corporate S-VIEW Administrator.


I tried to update the Enrollments on my Key, but I received this message: "Enrollment updates could not be downloaded. Please verify your computer is connected to the internet."
You may have temporarily lost internet connection.
  1. Close the S-VIEW Utility.
  2. Make sure your computer is logged on to the internet.
    • Can you access your browser?
    • If you have internet access problems, please contact your company's help desk, or your internet provider.
  3. Start the S-VIEW Utility
  4. Restart the Update Enrollment process.
  5. If you can log on to the internet, yet you continue to receive this message, contact Customer Service

What does (-109) mean when I try to process my Enrollment zip file or Enrollment disc?
This means the date of the Enrollment is prior to your Key's registration date. Your Enrollment files are old and no longer valid. Update your Enrollments by Internet or contact Customer Service.
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