Dongle Troubleshooting

Basic Troubleshooting

• If a user loads other files onto the dongle, FlowJo will not be able to recognize the dongle.
  • Fix: Remove all files except for the license.key file
• The license.key file should be the only non-hidden file on the dongle and it should be named license.key. If it is not named license.key, you should rename it or have it replaced. Email flowjo@bd.com or flowjooffice@bd.com with the Dongle ID (instructions below)
• On Mac computers, if the dongle is renamed something different than FJTHUMB, FlowJo will not be able to to recognize the dongle.
  • Fix: Rename the dongle FJTHUMB
• If the dongle is not mechanically broken, so it is not recognized (loaded or mounted) at all by any computer, FlowJo will not be able to recognize the dongle.
  • Fix: The dongle will need to be replaced by FlowJo for a replacement fee + shipping.
• Did you update your Mac OS and now your dongle is no longer recognized by FlowJo?
  • Fix: You will need to allow full disk access for FlowJo on your MAC. Detailed instructions linked below:
    • Add Disk Access Permissions for Mac OS Ventura and Newer
    • Add Disk Access Permissions for Mac OS Catalina, Big Sur and Monterey
  • Are you running a version of Mac OS Sequoia? There were significant issues mounting USB drives on MacOS Sequoia, which were resolved in later updates by Apple.
    • Click here for more information on the OS Sequoia Dongle Mounting issue. 
• We recommend that you remove the dongle from the computer after every use so that the dongle does not overheat in your computer’s USB port.
• If a dongle is corrupt, a user will need to reformat their dongle and contact us for a replacement license.key file. Please see below links on how to obtain your Dongle ID for this purpose.

Finding a Dongle ID

Finding Dongle ID (Newer Dongles – Black with cap – Delivered starting March 2023)

Finding Dongle ID (Older Dongles – Red/Black Switchblade 2009-2023)

Finding Dongle ID (Legacy Black Dongles <2009)

Error Codes

Error Message = Invalid dongle found with serial number %s

The license.key file is either corrupt or invalid in some way, rendering the dongle invalid and FlowJo cannot recognize the license.key file. Reach out to flowjo@bd.com and provide the Dongle Hardware ID to get a new license.key file for the Dongle.