First, verify that the status file path in SoundCheck is pointing to the correct Status.dat file. This is set in Edit > Folder Paths > Status File Path. This must point to the Status.dat received from Listen. The status file must also match the SoundCheck serial number found on the hardware key.
If the file path status.dat and the hardware key don't match, you will enter demo mode with ONLY the modules enabled on the status.dat used in the file path.
If the USB dongle is functioning correctly, there will be a green light on top of the key. If nothing is illuminated on the dongle, try the key in different USB ports on the computer. If it is in a USB hub, try to connect directly to a USB port on the computer. If there is still no light, try the key in a different computer with SoundCheck installed to see if it is a problem with the specific machine.
If it works in a different machine or it is not possible to test, remove ALL non-essential USB devices and restart the computer (essential would be keyboard or mouse). Plug in only the dongle and see if there is a difference.
In Windows Device Manager under Universal Serial Bus controllers check to see if Feitian ROCKEY4 and Feitian ROCKEY4 USB are present.
If it still is not working, run the key utility attached (Keyshow.exe). If there are any errors reported screenshot them and send them in to firstname.lastname@example.org
If no errors show up, unplug the key and run the standalone drivers attached to this article (Rockey4.exe). Plug the key back in and the drivers should reinstall.
Note: SoundCheck 13 and up use a silver Marx USB dongle. SoundCheck 12 and under use a green or red Rockey USB dongle. These are not cross compatible (e.g., you cannot use a Rockey key to run SoundCheck 14 and you cannot use a Marx key for SoundCheck 12). Please verify that a Rockey key is in use.