Refer to this page for support answers to common login problems.

• Problems Logging In for the First Time
• Problems Logging in After the First Time
• Forgot my Username, Password, or License Key

Problems Logging In For the First Time

1. I created an account on your website, but never got my License Key.
   
   

   Resolution: Check your Spam or Deleted Items email folder for the Keyhole -- Bon Voyage! email. If it's not there, try re-registering the product with an alternative email address.

   
   
   
2. I have my new account information, but I'm not getting a chance to enter it because I get an Expired License Key error message.
   
   

   Resolution: Chances are, a Keyhole trial was previously installed on your computer. Keyhole allows you to try out its different software products, but Keyhole does not allow multiple trials of the same software product (for example, you cannot try Keyhole 2 LT twice on the same computer).
   
   "But I bought a subscription and still can't get in!"
   
   Resolution: You probably purchased a new account instead of converting or extending your existing account. You should attempt to Log In using your OLD account info, which will bring up the Your Keyhole License Key has Expired message. Click the Sign Up button, then select "Activate Your New/Paid License Key" and then enter your newly purchased License Key.

   
   
   
3. I downloaded and installed Keyhole, but I never got the "Welcome To Keyhole" screen.
   
   

   Resolution: If the initial "Welcome to Keyhole" screen did not appear, your computer might not be Keyhole compatible. Double-check the Keyhole minimum system requirements (Keyhole 2 LT, Keyhole 2 NV, Keyhole 2 PRO) to make sure your computer can run Keyhole. If your computer does meet those requirements, then try the following suggestions:

   1. Try updating your graphics card drivers. Keyhole is a 3D application that relies on the availability of current graphics card drivers to run, and upgrading to the latest graphics card driver often resolves support issues.
      
      Desktop Computer Users
      1. Find out what graphics card/capability you have (How do I do this?)
      2. Visit the graphics card manufacturer website (ATI.com, NVIDIA.com, Intel.com, etc)
      3. Locate and download the appropriate, current driver
         Note: Please do not select "beta" drivers.
      
      Notebook Computer Users
      1. Find out what graphics card/capability you have (How do I do this?)
      2. Visit the notebook computer manufacturer website (Dell.com, Toshiba.com, etc)
      3. Locate and download the appropriate, current driver
         Note 1: A list of common driver download sites is available in the Release Notes.
         Note 2: Please do not select "beta" drivers.
      
      After updating your graphics card driver, restart Keyhole. If this does not resolve your problem, try suggestion B.
   
   
   
   2. Try running the DirectX version of Keyhole. By default, Keyhole uses something called "OpenGL" to render 3D scenes, but your computer might require DirectX to best render 3D imagery. To do this:
      
      Go to "Start Menu > All Programs > Keyhole 2" and choose "Set DX as default renderer." Restart Keyhole. If this does not resolve your problem, follow suggestion C.
   
   
   
   3. Run a program called "DX Diag" (a utility already on your PC), save the system information file it produces, and submit it to Keyhole support. To do this:
      1. Select "Run" from the START Button.
      2. Type in DXDIAG and press OK. The program will run.
      3. Choose the "SAVE ALL INFORMATION" button. The output from this diagnostic is a text file.
      4. Contact our support team by filling out this online form.
      5. When you receive a reply from support, attached the .txt file you saved in Step 3 above.
   
   

4. I get a "One or more of the Username, Password, or License Key" you entered are not valid" message, but I'm entering the account info exactly as I set it up.
   
   

   Resolution 1: Are you using the right Keyhole software? If you created a Keyhole 2 LT account, you cannot Log In using Keyhole 2 NV or Keyhole 2 PRO, for example. You can download any needed Keyhole application on this website.
   
   Resolution 2: Are you using the right Keyhole account? If a Keyhole trial was previously installed on your PC, Keyhole will try to log you in with your prior, expired License Key info instead of your new info. you should attempt to Log In using your OLD acount info, which will bring up the "Your Keyhole License Key has expired" message. Click the Sign Up button, the select "Activate Your New/Paid License Key" and then enter your newly purchased License Key.

Problems Logging In After the First Time

1. I get a "One or Both of the Username or Password You Entered are not valid" error message.
   
   

   Resolution 1: Are you using the right Keyhole software? Keyhole Login In info is specific to an application. For instance, you cannot use a Keyhole 2 LT License Key to log in using Keyhole 2 NV.
   
   Resolution 2: It may be that you are using the right software, but we are trying to log you in with the wrong License Key. This happens if Keyhole was previously installed on your PC, and you created a new account instead of extending an existing account. You should attempt to Log In using your old account info, which will bring up the "Your Keyhole Account Has Expired" message. Click the Sign Up button, the select "Activate Your New/Paid License Key" and then enter your newly purchased License Key.

   
   
   
2. I'm getting a "Your Keyhole License Key Has Expired" message even though I just bought/created a new account.
   
   

   Resolution: Chances are, Keyhole was previously installed on your computer and we are trying to log you in with your prior, expired account info instead of your new account info. Click the "Sign Up" button and select "Activate Your New/Paid License Key." Enter your newly purchased License Key.

I Forgot My Username, Password, or License Key