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Viewpoint Offline Version 4.2 - Trouble Shooting
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Viewpoint Online and Offline 4.2 should run immediately upon installation. However, occasionally dependent upon the configuration of a specific computer, there may be a number of reasons why Viewpoint Online / Offline 4.2 may not work straight away. The purpose of this document is to provide help in detecting and resolving these problems. If this fails, then do not hesitate to contact Viewpoint at services@vptorg.co.uk OR Ph: 01422 315410.

Contents

Problem 1:

I download a user for offline use using "Default Download". Everything seems ok, but the "data.off" is not present in my "C:/Program Files/Viewpoint/Offline/V4/" folder.

Problem 2:

I download a user for offline use but when I log in I get a blank screen and a yellow triangle with an exclamation mark appears in the bottom left of the screen...

Problem 3:

When I try to do a "default" download, I get an error looking like this:...

Problem 4:

I do not know how to enable pop-ups on my computer.

Problem 5:

I do not know how to set the date and/or time on my computer.

Problem 6:

Everything used to work fine but since applying the update, I get an error or blank screen when using Offline.

1. Problem:

I download a user for offline use using "Default Download". Everything seems ok, but the "data.off" is not present in my "C:/Program Files/Viewpoint/Offline/V4/" folder. If I use the "Advanced Download" option the "data.off" file appears.

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Causes:
  1. "Scripting" is not enabled on your computer. (See "Problem 3".
    OR
  2. The Windows Scripting 5.6 patch is not installed on your computer.
Solutions:
  1. Enabled 'scripting' on your computer. (See "Problem 3".

  2. Install Windows Script 5.6 (relevant to your Operating System). (NB:You may be required to restart your computer after this installation, so do take care to save ALL work and close down all other windows BEFORE installing this patch.) This can be downloaded from the Microsoft website:

  3. It is possible that the scripting patch is already installed on your machine but just needs (re-)registering:

    • For Windows Vista, Windows Server 2003 and Windows XP:
      Click on Start -> Run. Then type (or copy and paste) regsvr32.exe C:\Windows\System32\scrrun.dll and click OK

    • For Windows 2000 and Windows NT:
      Click on Start -> Run. Then type (or copy and paste) regsvr32.exe C:/WINNT/system32/scrrun.dll and click OK

    • For Windows 98 and Windows ME:
      Click on Start -> Run. Then type (or copy and paste) regsvr32.exe C:/windows/system/scrrun.dll and click OK
Workaround:
Use the "Advanced Download" option.

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2. Problem:

I download a user for offline use but when I log in I get a blank screen and a yellow triangle with an exclamation mark appears in the bottom left of the screen, looking like this:

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done with errors
Fig 1. Error triangle.

When I double-click on this triangle, I get a screen like this:

error number
Fig 2. Error on page.

Clicking on "Show Details" gives me a screen like this:

error details
Fig 3. Details of Error on page.

Causes:
The Windows Scripting 5.6 patch is not installed on your computer.

Solutions:
  1. Install Windows Script 5.6 (relevant to your Operating System). (NB:You may be required to restart your computer after this installation, so do take care to save ALL work and close down all other windows BEFORE installing this patch.) This can be downloaded from the Microsoft website:

  2. It is possible that the scripting patch is already installed on your machine but just needs (re-)registering:

    • For Windows Vista, Windows Server 2003 and Windows XP:
      Click on Start -> Run. Then type (or copy and paste) regsvr32.exe C:\Windows\System32\scrrun.dll and click OK

    • For Windows 2000 and Windows NT:
      Click on Start -> Run. Then type (or copy and paste) regsvr32.exe C:/WINNT/system32/scrrun.dll and click OK

    • For Windows 98 and Windows ME:
      Click on Start -> Run. Then type (or copy and paste) regsvr32.exe C:/windows/system/scrrun.dll and click OK
Workaround:
None

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3. Problem:

When I try to do a "default" download, I get an error looking like this:

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default download error
Fig 4. Default Download Error.

Cause:
Scripting is not enabled on your computer.

Solution:
Enable Scripting in Internet Options. To do this:
  1. Open up Internet Explorer by clicking on Start -> Programs -> Internet Explorer. (See Fig. 5. below)

    opening up IE
    Fig 5. Opening up Internet Explorer.

  2. Open up Internet Explorer Options by clicking on Tools -> Internet Options. (See Fig. 6. below)

    IE options
    Fig 6. Internet Explorer Options.

  3. Click on the "Security" tab. (Highlighted in RED in Fig. 7. below)

    IE Security Options
    Fig 7. Internet Explorer Options Security Tab.

  4. Click on "Custom Level". (Highlighted in RED in Fig. 8.below)

    IE custom level
    Fig 8. Internet Explorer Custom Level Tab.

  5. Scroll down to the "ActiveX Controls and Plug-ins" heading. (Highlighted in RED in Fig. 9. below)

    ActiveX heading
    Fig 9. ActiveX Controls and Plug-ins Heading.

  6. Scroll down and Enable the following sub-headings:
    • Binary and script behaviours
    • Download signed ActiveX controls
    • Initialise and script ActiveX controls not marked as safe
    • Run ActiveX controls and plug-ins
    • Script ActiveX controls marked safe for scripting

  7. Scroll down to the "Scripting" heading and Enable the "Active Scripting" option.
Workaround:
Use the 'Advanced Download' Option.

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4. Problem:

I do not know how to enable pop-ups on my computer.

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Solution:
For users using pop-up blockers other than that included with Windows XP, Windows Server 2003 or Windows Vista, you need to consult your IT technician. To enable pop-ups:
  1. Open up Internet Explorer by clicking on Start -> Programs -> Internet Explorer. (See Fig. 9. below)

    open IE
    Fig 9. Opening up Internet Explorer.

  2. Open up Internet Explorer Options by clicking on Tools -> Internet Options. (See Fig. 10. below)

    IE options
    Fig 10. Internet Explorer Options.

  3. Click on the "Privacy" tab. (Highlighted in RED in Fig. 11. below)

    Privacy tab
    Fig 11. Internet Explorer Options Privacy Tab.

  4. Type in "www.vptol.co.uk" in the 'Address' field (Highlighted in RED in Fig. 12. below) and then click on the "Add" button (Highlighted in BLUE in Fig. 12. below).

    Address window
    Fig 12. Pop-up Address Window.

  5. The address "www.vptol.co.uk" will the appear in the "Allowed Sites" field below (Highlighted in BLUE in Fig. 13. below). Click on the "Close" button (Highlighted in RED in Fig. 13. below).

    close window
    Fig 13. Pop-up Address Window.

  6. Click on the "OK" button (Highlighted in RED in Fig. 14. below).

    ok
    Fig 14. Pop-up Address Window.

Workaround:
None

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5. Problem:

I do not know how to set the date and/or time on my computer.

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Solution:
  1. DOUBLE-CLICK on the time in the bottom right hand corner of your computer screen. (Highlighted in RED in Fig. 15. below).

    time indicator
    Fig 15. The Time Indicator.

  2. Set the month and year using the appropriate fields (Highlighted in GREEN in Fig. 16. below), type in the correct time in the time field (Highlighted in BLUE in Fig. 16. below), then click on the "OK" button (Highlighted in RED in Fig. 16. below).

    date settings
    Fig 16. The Date and Time Window.

Workaround:
None

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6. Problem:

Everything used to work fine but since applying the update, I get an error or blank screen when using Offline.

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Solution:
On some versions of Windows, it may be necessary to "unblock" the login.htm file in order for Online/Offline to continue to function correctly. To do this:
  1. Navigate to the C:/Program Files/Viewpoint/Offline/V4 folder (or to any alternative location to which Viewpoint was installed).
  2. Right-click on the login.htm file and select "Properties".
  3. Click the "Unblock" button in the bottom right of the dialogue box
  4. Click "Apply", then "Ok"
Workaround:
None

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For help or more information, please contact Viewpoint:
Email: services@vptorg.co.uk
Tel: 01422 315410