FAQ - Troubleshooting

I want to use the CRYPTO-BOX SC/XS or Versa under Windows 32/64Bit. But when I plug the CRYPTO-BOX into the USB port, Windows does not find the drivers.

Before attaching the CRYPTO-BOX to your Windows computer, please install the device drivers with CBUSetup (available in the download area), and attach the CRYPTO-BOX after that. For system integrators, the drivers are provided alternatively as Windows Installer Merge Module (.msm) or separate files (.inf/.cat/.sys).

Please note that you need administrator rights to install the device drivers.

For Linux and macOS there are no special drivers required. Please refer to the readme file in the SmarxOS4Linux resp. SmarxOS4Mac package for further details on supported environments.

When I plug the CRYPTO-BOX into the USB port, the device is not recognized. Why does the red LED light on the dongle not light up?

Try to attach the CRYPTO-BOX to another USB port. If the problem still exists, please make sure that you have installed the latest CRYPTO-BOX device drivers with CBUSetup.

To make sure that any old drivers are removed and the latest drivers are installed, we recommend the following steps:

  • Unplug the CRYPTO-BOX from the USB port
  • Download the CBUSetup Zip archive, open/unpack it and execute CBUSetup.exe, then choose the "Uninstall" option
  • After uninstallation has finished, restart the computer
  • Execute CBUSetup.exe again and choose the "Install" option
  • Plug in the CRYPTO-BOX, it will be detected automatically

If this does not solve the problem, please send us the MARX Analyzer report of your computer.

I have issues with the CRYPTO-BOX detection. How can I find out what goes wrong?

MARX Analyzer helps with troubleshooting for CRYPTO-BOX hardware and software components, providing comprehensive
diagnostics to resolve problems quickly. It generates a detailed report, which can be submitted to MARX technical support.

How to perform a diagnosis:

  • Download the MARX Analyzer archive from our download section
  • No installation is required, just unzip all files in the archive and start the marxanalyzer.exe
  • Click the "Start Diagnostics" button
  • A window comes up asking for the CRYPTO-BOX profile required for advanced diagnostics. Click "Skip" if you are an end-user without this profile. If you are a MARX customer and in possession of this profile (.trx file), click the browse button, select the profile and click "Rescan" to run the advanced diagnostics
  • The next window asks for optionally available CRYPTO-BOX servers in the network. Select "Skip" if your CRYPTO-BOX is attached to the local USB port of your computer. Otherwise choose one option and click "Search"
  • After diagnostics has finished, the results will be displayed. If MARX Analyzer found issues, the entries will be tagged with an exclamation mark. When clicking on the tagged entry, a troubleshooting ID will be displayed in the right window. Click on the ID to display further details and troubleshooting options
  • If your problem persists, you can send the MARX Analyzer report to the software distributor (if you are an end-user) or directly to MARX (if you are a MARX customer). Click the "Save Report" button and attach the .mdiag file to your error description

Remark: Depending on the CRYPTO-BOX model, either the "CBUSB2 driver" (driver for CRYPTO-BOX SC model) or "CBUSB driver" (driver for CRYPTO-BOX XS/Versa models) is loaded. Therefore, an exclamation mark and "service is not registered/not running" for the other driver is normal.

A detailed description of the MARX Analyzer functionality can be found in the MARX Analyzer Application Notes.


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