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Troubleshooting

Controlperfect
General Questions

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Installation and Configuration

7-During the installation of Controlperfect an Error 3706 error message appears.

During the installation of Controlperfect, the following errors appear during the application’s startup:

“Error 3706, Description: provider cannot be found. It may not be properly installed. Origin: Suiteperfect (modmain.open all) connection”.

“[Line 761], source adodb.connection. If this event keeps repeating itself, press cancel to exit the loop.”

Once the error messages have been passed a connection window will appear. Once the use authenticates themselves another error message will appear with the code [line 328].

This problem comes from a conflict between versions of MDAC and MSJet. Those affected by this issue should contact support@excellium.ca to download the appropriate utility to resolve this issue.

23-When Helios was un-installed the sounds for Sphinx was reinitialized and when Sphinx is opened a Suiteperfect installation window appears.

You can continue the installation of Controlperfect. If the problem persists, try the following :

  1. Uninstall Controlperfect. (Make sure to keep all the shared files if the prompt message appears)
  2. Start Sphinx.
  3. Reinstall Controlperfect.

24-An administrator can access the application without any issues but a restricted account gets an Error 75 error message.

This problem may have several causes. An administrator should check the following possibilities:

  1. The user doesn't have all the necessary rights in the registry under "HKEY_LOCAL_MACHINE/Software/Les Logiciels Sirius Inc".
  2. The user doesn't have all the necessary rights to the folder that contains the database files.
  3. The user doesn't have all the necessary rights to the Controlperfect.exe file and the folder containing it. 
Printing Problems

9-An Error 8542 message appears when attempting to print any type of report.

This problem is due to the paper format that is incorrectly selected in the printer configuration.

This issue can easily can easily be resolved by changing the format in the configuration of the paper selected to "Letter". Kindly note that most new printers are installed with the default A4 format.

Peripherals

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Reportperfect
General Questions

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Installation and Configuration

27-An error message appears when the spellchecker is used.

If you see the following error message appear:

AppName:activinc.exe
AppVer.2.4.0.1
ModName:user32dll
ModVer:5.1.2600.1134
Ottset:00023ab4

The solution to this problem is to update to the most recent version of Controlperfect. This issue has been resolved.

Printing Problems

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Peripherals

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Tourperfect
General Questions

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Installation and Configuration

11-Launching the application generates an error message that the application cannot initialize itself.

The current user doesn't seem to have the necessary rights to start the application.

You must un-install the application and re-install it using an administrator account on the computer. Its important to note that a user account with administrator priviledges isn't sufficient enough for this process and the administrator account of Windows must be used to properly install Tourperfect.

12-An 430 Error message is generated when the application is launched.

MDAC 2.0 is not installed on the computer being used.

The solution to this issue is to install MDAC 2.0 which is downloadable from Microsoft's website.

20-The "Booster" licence doesn't work.

Validate to make sure that the date is properly configured. Validate as well that the username and password for Booster is correct. If necessary, contact our customer service to validate that the username and password are well noted.

25-An 142 Error message is generated when the application is launched.

This error message comes from a conflict with "Outlook".

The solution to this issue is to place the Tourperfect executable in the startup directory of Windows while making sure that Outlook is not in the same Windows startup directory.

Printing Problems

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Peripherals

13-Download issues with the Pocket PC that provide no result, no progression or that the Pocket PC shuts down.

Various solutions are available to resolve this issue that doesn't have one definite source.

  1. Perform a "software" reset on the device.
  2. Verify that the compatible version of ActivSync (v3.6) that is installed.
  3. Validate that the right version of ceutil.dll and rapi.dll are installed.
  4. Save the Pocket PC's databases on the computer and do an "hard reset".
  5. Have the Pocket PC checked, it might be defective.

14-Upload issues with the Pocket PC that provide no result, no progression or that the Pocket PC shuts down.

Various solutions are available to resolve this issue that doesn't have one definite source.

  1. Manually register PCom.dll and Afcore.dll
  2. Perform a "software" reset on the device.
  3. Perform a "hardware" reset on the device.
  4. Verify that the compatible version of ActivSync (v3.6) that is installed.
  5. Validate that the right version of ceutil.dll and rapi.dll are installed.
  6. Attempt to manually upload Tourpocket.cab on the Pocket PC.
  7. Have the Pocket PC checked, it might be defective.

15-Pocket PC : "ActivSync 3.5 is not installed" message appears during transfers.

The current user needs to have access to the following key in the Windows registry :

HKEY_LOCAL_MACHINESSoftwareMicrosoftWindows CE Services

16-During the transfer towards the PocketPC or the Palm, we recieve the error message "2147220999 (800401f9) : Erreur Automation, soit dans la fonction MyCreateDatabase ou SetPocketPc."

A file might be missing or has been badly registered on the PC. If you have an IT technician available inquire for the aid to complete the following step.

The following four files are required and are currently available on the Tourperfect CD in the System32 folder on the CD itself : pCom.dll, AFCore.dll, afPDBLib.dll and AFDatabase.dll. The files must be registered in the following order : pCom.dll, AFCore.dll, AFDatabase.dll, afPDBLib.dll.

17-A message appears that the TEK Cricket (RFID or iButton) reader isn't responding when transfering data towards the Tourperfect software.

Kindly note that this type of reader tend to be more comfortable communicating by serial port instead of communicating with a USB to Serial converter. Firstly, to properly test the reader connect it directly to the computer using a serial port.

  1. Verify that the reader is correctly hooked up correctly to the computer with the serial port. If possible test the setup with another serial port cable in case that the current one that is being used may be defective.
  2. Verify that the specified port in the reader configuration corresponds to the port specified in the Windows Device Manager. If more than one port is specified, validate that the reader is configured on the right port.
  3. Make sure that no other Windows application is sharing the same port.
  4. Disable and Enable the port of communication, you can accomplish this in the Windows Device Manager.
  5. If you have more than one serial port available try to configure the reader on it.
  6. If this is a new computer the serial ports may be disabled in the BIOS. Contact your IT department to validate this possibility.

18-During the file transfer toward the Palm no messages on the computer monitor appears to press on the HotSync button and the application stops responding.

Close the Tourperfect software. Press CTRL-ALT-DEL and select Task Manager. In the Process tab find "Pinstall.exe", select it and press the "End Process" button. Open the Tourperfect software and attept to transfer the files again.

19-The Palm displays "Error : AFScanner failed to create require device driver module"

The Palm needs a "hard reset". Check the manual for instructions on how to perform one. Before transfert the data to the Palm, make sur to use the good file "UtilsTourpocket_Palm.tfz".

21-The Secur-iButton doesn't initialize or transfer any data. When attempting to initialize the reader an hourglass appears and then dissapears without a message of success or failure.

The first things that should be checked is to see if the Secur-iButton has been properly configured in Tourperfect with the proper reader selected in the configuration as well as the port its currently using on the PC.

If the problem still persists please complete the following steps to validate the reader outside of the Tourperfect software :

  1. Close Tourperfect.
  2. Go to following directory: C:Program FilesSiriusTourPerfectWM5000API
  3. Create a shortcut for "INQUIRNO.EXE".
  4. Right click the newly created shortcut and go to Properties. In the target line add a space at the end of the line and add "test.txt [port]". Once you are done the target line should read like this "C:Program FilesSiriusTourPerfectWM5000APIINQUIRNO.EXE test.txt 1".
  5. Double click the shortcut.
  6. Make sure that a test.txt file has been created and communicate with our customer service.

22-The Pipe doesn't initialize.

Try to initialize the Pipe manually. Go to the Windows button on the bottom left corner of the screen and click on the Run button. Type CMD and press Enter. Once the DOS window opens type cd c:Program FilesSiriusTourperfectUtils and press Enter. Then type dllpipe [port number] o 57 and press Enter. This following example is how one would initialize a Pipe that is installed on a computer on port 1:

  1. Start -> Run and type CMD and press Enter
  2. cd c:Program FilesSiriusTourperfectUtils and press Enter
  3. dllpipe 1 o 57 and press Enter
Visitorperfect
General Questions

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Installation and Configuration

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Printing Problems

28-Which paper format should be used for the "self-expiring" visitor's badge?

Choose the paper format : 30364 « Name Badge Label ».

29-How to create landscape visitor badge?

The width field shouldn’t exceed 597 pixels. The horizontal positioning must be 0 pixels. You must check “Landscape” in the visitor badge configuration, but the printer configuration must remain with “Portrait”.
Peripherals

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