Server reported error:[0010] need help

hi to all people (members and supporters)


i need help with a friend best dongle



he purshaced grt dongle activation and when he try to update dongle using dongle manager he get an error during upgrade process


here is log from grt dongle v2

Code:

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=== Updater [grt] v1.2 [11/05/2019 11:45:52] ===
Searching...
Card-Reader: Alcor Micro USB Smart Card Reader 0
HWID: 0005958118201292
Repair Mode
=== Process started: 11/05/2019 11:45:53 ===
Connecting to server
Server connection successfully established
Checking Updater version...
Your Updater is up-to-date
Checking Dongle Identification...
Authenticating on server...
Authentication stage error:
Server reported error:[0010] Dongle authentication failed. Retry upgrade.

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thank you for your help