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SUPPORT
Frequently Asked Questions for Version 4.x
Troubleshooting TCOnow! and ROInow!
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Recently, I have started getting the error message: The player has encountered an error which will force it to close. What causes this and how can I fix it? |
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This error is caused by a security update Microsoft released a few weeks ago. The update, known as KB918899, has a bug that can cause commercial software, including ours, to terminate when it runs on a Windows XP machine. We've worked with Microsoft on the issue, and their Support team has released a hotfix. You can choose to get this Microsoft-developed hotfix directly from CIOview, or if you prefer you can contact Microsoft support at (800) MICROSOFT (642-7676) or go to their support website. |
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| Q |
I recently upgraded to Windows Vista. When I download ROInow! and TCOnow! content modules, I get an Error installing content module and a message saying something about "Access to the path C:\Porgram Files\CIOview\CIOview Player V4\temp\ is denied. What do I do? |
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One of the new features in Windows Vista is User Account Control, or UAC. UAC limits the ability of commercial software to make changes to the Program Files directory when you are logged in with a "user account." To properly install CIOview content modules under Vista, follow these simple instructions:
Once the CIOview Player is installed, close the program and find either the desktop shortcut or the start menu shortcut and right click the CIOview Player. From the options, choose 'run as administrator.' This will launch the application in admin mode and allow you to install the modules. Once you have installed the modules, you may run the CIOview Player the same as any other application.
Note: CIOview is currently working with Microsoft to enhance interoperability with Microsoft Vista. We expect to have a more simplified process soon. |
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| Q |
I downloaded and registered your software, but I when I open the CIOview player, I get an error saying that The signature for the license is invalid. |
| A |
Once you register your software, CIOview will automatically send you an email with your license. Some email clients modify the content of that license, causing it to become invalid. If you get this error, contact CIOview support and ask for a license to be sent to you in a Zip archive. Once you receive the Zip file, simply extract it using a program such as Winzip and copy it to your player install directory (by default C:\Program Files\CIOview\CIOview Player V4\). |
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| Q |
Why do I receive a Could not get a list of available Content Modules error when browsing for available content modules? |
| A |
Once installed, the CIOview player will connect to the CIOview Website to find out what ROInow! and TCOnow! products are available for download. This error indicates that the CIOview player cannot reach the Internet due to either a reverse firewall or to a custom setting on your corporate network.
If you have a reverse firewall such as ZoneAlarm or Norton Personal Firewall, you should:
- Open your CIOview player and select "Help -> Personal Firewalls" from the menu bar
- Follow the instructions showing how to set your firewall to allow the CIOview player to access the Internet
If you do not have a reverse firewall, you should run CIOview's network diagnostic tool by:
- Double-clicking the Contact.exe program located at C:\Program Files\CIOview\CIOview Player V4\Contact.exe.
This will produce two files: CIOviewContactResults.txt and ContactErrors.log
- Sending an email to CIOview support with the two files attached
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| Q |
Why do I receive a message saying An error occurred while getting product data when browsing for available content modules? |
| A |
If you use a Web proxy to access the Internet, you will need to configure the CIOview player to use that proxy when it connects to the CIOview Website to find out what ROInow! and TCOnow! products are available for download. Simply:
- Open your CIOview player and selct "Help -> Proxy Settings" from the menu bar
- Click the checkbox next to "My Proxy Server Requires a User Name and Password"
- Enter your User Name and Password, and then click Ok
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| Q |
When I open your software, I see a message telling me that The CIOview Player cannot connect to the Internet. I know I'm connected to the Internet. What's going on? |
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First, you should open a Web browser to test that your Internet connection is in fact working. If you can connect to the Internet using IE or Firefox, you should run CIOview's network diagnostic tool. This tool will detect whether there your network has a custom setting that fools CIOview's software into thinking that you are working offline. Run the diagnostic tool by:
- Double-clicking the Contact.exe program located at C:\Program Files\CIOview\CIOview Player V4\Contact.exe
.This will produce two files: CIOviewContactResults.txt and ContactErrors.log
- Sending an email to CIOview support with the two files attached
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| Q |
I connect to the Internet through a proxy. Why can't I use the CIOview player to Browse for Available Content Modules? |
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Verify that your proxy settings are correct in the CIOview player by going to the “Help – Proxy Settings” menu. This screen should contain your proxy settings. You can also manually specify your proxy settings as well as your Username and Password. |
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| Q |
I am connecting to the Internet via a VPN (Virtual Private Network), but when I open the CIOview player, I get a message saying that the player cannot connect to the Internet. What should I do? |
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Connecting via VPN can block your connection to CIOview's license server. The VPN will not allow the CIOview player to connect directly to the Internet. You will need to disable the VPN and connect to the Internet directly. |
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| Q |
I'm running a local firewall on my system. When I open the CIOview player, why do I receive a Could not connect to the Internet error? |
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A reverse firewall running on your local system can block the connection to the license server. To connect, you will need to specify the CIOview player as an acceptable application for connection to the Internet. Open your CIOview player and click on "Help -> Personal Firewalls" for instructions. |
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| Q |
My company uses a firewall or a SOCKs server for Internet connection. When I open the CIOview player, I get a Could not connect to the Internet error. How can I solve this problem? |
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Some firewalls will hinder the connection to our license server. You will need to make sure that the HTTP (Port 80) and HTTPS (Port 443) ports are open to establish a successful connection. |
Downloading and Installing ROI/TCOnow!
| Q |
How do I download and install ROInow! or TCOnow! software? |
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The simplest way to download our software is to register for an evaluation version or purchase a full copy from the CIOview Web store. If your organization has a volume agreement with CIOview, you should read these installation instructions. |
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| Q |
I tried to download the software from the CIOview website. Why am I unable to receive the setup file? |
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Check your Internet connection settings. In some cases, companies set up firewalls to prevent the downloading of .exe files to your system. You can either speak with your systems administrator to temporarily remove the block, or contact CIOview support for help. |
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| Q |
What are the minimum requirements for running the ROInow! or TCOnow! Release 4.x? |
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You must have Windows 2000 (Service Pack 4 or greater) or Windows XP (Service Pack 1 or greater), Internet Explorer version 6.x or higher, the Microsoft .NET Framework v1.14, and a connection to the Internet. If you do not have the .NET Framework already, it will be automatically downloaded. |
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Using ROI/TCOnow!
| Q |
I use Netscape as the default browser on my computer. Will this affect the operation of the CIOview player? |
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No. The CIOview player does require that Internet Explorer 6.0 or higher be installed on your system but it does not need to be set as the default browser. |
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| Q |
When opening the CIOview player, why are only the File and Help menus active? |
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The CIOview player has not been properly registered. You can register by opening the CIOview player and choosing "Help->Register" from the menu bar. Fill out the registration form and then click "Submit." |
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| Q |
I registered the CIOview player, but it still only shows the File and Help menus as active. Why is the player asking me to register again? |
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When you register your CIOview player, you will automatically receive an email containing your license file. You will need to copy that license to the player install directory (by default C:\Program Files\CIOview\CIOview Player V4\) to start using our software. |
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| Q |
After opening the CIOview player and browsing for new modules, I do not see any CIOview modules with a "license available" for download. How do I get licensed for content modules? |
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The CIOview player is used to display the content modules. You must purchase a module license from our online store by pressing the "Buy Now" button, or if your company is a CIOview business partner, then the company needs to purchase a group license for the content module. If you believe that you are entitled to an individual or group license, please contact CIOview support. |
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| Q |
When opening a content module, why does the "estimated time remaining" status bar fluctuate greatly? |
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This calculation is based on the time it takes to load different aspects of the content module. It is also based on the amount of resources that your computer has available at that time. As your computer manages these resources for the operating system and other applications, the time will recalculate. |
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| Q |
I was prompted to update to a new version of a content module. Will I lose the changes to my current project? |
| A |
Any values that you have changed in the project will not be lost. However, any default values will be updated with new information. This is necessary to ensure that you have the most recent pricing and updated data. |
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| Q |
How do I know that I have the most up to date version of a content module? |
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Once you have installed your content module, you will be informed that there is a new version of the module available when the CIOview player is opened. You can also use the "Browse for New Content Modules" button which will show you if any modules have an update available. |
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| Q |
I made a change to a question and would like to get the original value back instead. How can I return to the default data? |
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Right click in the cell and choose "Restore to Default".This will restore the original value in that cell. |
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| Q |
I was able to download my content module but receive a "No valid license available" error when I attempt to open it. What could be causing this issue? |
| A |
This situation can be the result of a firewall blocking the license file from being downloaded to your system. If this occurs, please contact CIOview support and ask for your license to be sent to you as an email attachment. Once you receive an email with your content module license, you can place it in the player install directory (by default C:\Program Files\CIOview\CIOview Player V4\). This will activate your content module and allow you to open it. |
Note: If you have the Release 3.0 version of our product, you can contact our support staff at support@cioview.com for a possible FREE upgrade to version 4.x. You can also call support at 1-978-929-2961 for answers to additional questions.
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