CFAL-NetCIL
Troubleshooting Guide
Applies
to: CFAL Version 5.2, NetCIL Desktop 1.2, and NetCIL Online
Updated:
1/8/2012
The following common problems can normally be corrected by
following these procedures. If you continue
to experience difficulties, please call ed2c technical support toll-free at
(888) 678-0683 or send email to techsupport@ed2c.com. The link below can be used to initiate a
remote support session. You must be in
contact with ed2c customer support before requesting remote assistance.
Click Here to Start Remote
Assistance
Index of the most frequently asked
questions:
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Q1: I can't edit a record. I type, but nothing happens.
A: The record is locked.
Press the function key F3 to unlock it.
To minimize the chance of accidentally overwriting data, most CFAL forms
require that a user "unlock" records by pressing the function key F3
or clicking the appropriate link. For
users with a privilege level of 8 or above, selecting "User Knows
Best" on the Main form will override this requirement, and allow record
edits without the need to unlock them.
Q2: When I open a form, I get a
message that says “Enter Parameter Value”.
A: Your file server needs to be updated. If you’re running Office 2007 or 2010, select
the NetCIL Ribbon and then click “Check File Server”:
After a few seconds you should receive a message that says,
“File server has been successfully updated.”
If you receive an error, ask other users to exit and try again. You must have level 10 privileges to perform
this function.
If you’re using Office 2000 through 2003, open the Main CFAL
form and select “Tools…Macro…Run Macro…” and select “CheckFileServer”
from the dropdown list.
Q3: I’m running two clients with two
file servers. When I open one it tries
to connect to the other database.
A: You need to override information that is stored in your
system registry. To do so, create a
blank text file called “dnr.txt” and place it in the same folder where your
client files (CFAL Client.mde, CFAL Client.accde, or NetCIL Desktop
Client.accde) are located.
Q4: I get a message that the database
is "read-only."
A: You don't have the proper privileges to allow the
necessary write-access to folders where CFAL-NetCIL files are located. We recommend that you be granted
administrator rights on your local workstation, and you need the following
permissions on the folder where your file server is located: Modify, Read & Execute, List Folder
Contents, Read, and Write. More
information is available in the CFAL-NetCIL
installation Guide.
Q5: I received a message that a
"new version" was available. I
installed it, but I continue to get that message.
A: You're probably running Windows Vista. Un-install the application and re-install it,
either from our website or from installation files on your network. You may also need to adjust your privilege
settings as described in the CFAL-NetCIL
installation Guide. Another
possibility is that you are running the current version of one application, but
an outdated version of another. To
verify that all of your software is up to date, run NetCIL Manager and then
select File...Check for Updates.
Q6: When I run CFAL or
NetCIL, I get "unexpected error" messages.
A: Check to see if other workstations are experiencing the
same or similar problems. If so, your
file server probably needs to be repaired.
To do so, ask all users to exit CFAL and NetCIL applications. Run NetCIL, and select File...View
Connections. You should receive a
message that no one else is connected.
All users must exit before you can proceed. Once all connections are
closed, select File...Compact & Repair
Database. If you’re running Office 2007
or Office 2010, open the folder where your file server is located, and then
open the file server directly. You
should see an option to compact and repair the file server. If not, please contact ed2c customer support
to have your file server upgraded. In any event, the compact and repair process
should only take a minute or so. Note
that running this procedure on a weekly basis is highly recommended. Doing so will optimize performance and help
to minimize the probability that errors will be encountered. NetCIL Online
systems perform an automatic compact and repair process on a daily basis.
If only your
workstation is experiencing problems, try a re-installation of CFAL or NetCIL
as required.
Q7: My report totals don't match the
values that I expect to see.
A: Make sure that you're using the latest version of NetCIL
Manager. The software should alert you
when a new version is available; you can always check by selecting File...Check
for Updates. The current version can
also be downloaded from our website at http://netcil.com. Note that most NetCIL reports use complex
software logic in order to determine consumer activity within a given
period. It is often not possible to
duplicate this logic in a query without the use of software code.
Q8: I created a Vcard in CFAL, but
Outlook won't let me import it.
A: You're
probably using Exchange Server, and its security settings are preventing data
import. Talk to the person who set up
your mail system.
Q9: JAWS doesn't work well with
CFAL-NetCIL on my computer. Sometimes it
won't let me type, and it won’t read dropdown lists and some edit boxes.
A: Hold down the Shift key while using the up and down arrow
keys. JAWS will then speak all combo box
and edit box selections. You may also want to review the “Standard Reading
Commands for Desktop Layout” section on the JAWS
Keystrokes page of the Freedom Scientific website.
If you continue to have problems, try re-booting your
computer. If the problems persist, check
to see how old your computer hardware is, how much memory you have, and what
kind of a graphics card you are using.
JAWS reads screen data from your graphics card, and it needs a lot of
memory. If you're using an inexpensive
computer that uses shared computer memory for graphics display, you may have
problems. It's highly recommended that
JAWS users be provided with a computer that has a separate - and powerful -
graphics card. Database applications
like Microsoft Access also need lots of memory, and Windows Vista, 7, and 8
versions require a powerful graphics card in order to run correctly. If you have frequent problems with JAWS, you
may need to upgrade your computer hardware. Our recommended configuration: A
computer with at least 4 Gb of memory, a dedicated (NOT integrated!) graphics
card, Windows
7 Professional 64-bit, Microsoft
Office Professional 2010 32-bit, and JAWS 13.0 64-bit. Please note that
Microsoft products are available to 501-C3 organizations at very low cost from Tech Soup. The
hyperlinks in the previous sentences will take you directly to the pertinent
Tech Soup catalog listings.
Q10: I have Microsoft Access 2007 and
after I installed the 2007 version of CFAL Client I receive an error that says
"This database is in an unrecognized format"...
A: You need
at least one Office 2007 Service Pack to be installed on your machine. You can download and install Service Pack 3
here:
http://www.microsoft.com/download/en/details.aspx?id=27838
Q11: I have Microsoft Access 2010 and
after I installed the 2010 version of NetCIL/CFAL Client I receive an error.
A: You need Office 2010 Service Pack 1 to be
installed on your machine. The best way
to correct this problem is to follow the steps in Q12.
Q12: How do I keep my computer
updated?
A: If you’re
using Windows 7, select Start…Control Panel…Windows Update…Change Settings
(menu in bar to left). Ensure that your settings are configured as shown below:
Please also
follow the instructions for updating your computer that can be found here.
Q13: I can’t log on to NetCIL Online.
A: Please
ask your system administrator to log on to NetCIL Online using their NetCIL
Online System Administration.rdp file, and then to follow the instructions that
can be found here.
If you continue to have difficulty, please contact us.
Q14: I keep getting logged off.
Extract from the User Guide: By default, NetCIL Client is designed to
automatically terminate if no activity is recorded for 90 minutes. Level 10 users can adjust this value by
selecting the “Accessibility Features” button near the bottom right of the Main
screen. The following dialog will appear:
Enter
a “System Timeout” value (in minutes) as desired. If a value of 0 is chosen,
the system will never time out. If the “All Users” checkbox is not selected, users
who have checked the “User Knows Best” option will be exempt from the system
timeout limits. Note that the Accessibility Features menu also allows all font
and screen sizes to be reset to their default values.