The Successful Distributors' HVAC/R Information Source

FAQs

#1- Can XREF be installed on a server and accessed from remote locations?

Answer: No. There is currently no network server option. XREF Encyclopedia is designed to be installed on one machine with a unique security key (dongle). You will need to obtain a license for each user.

 

#2 – Can’t Update Dongle – When trying to launch the program you see this error message: No dongle update info was found in the license file for this dongle. Your license has expired and could not be updated from the update file. Make sure you have the most current version of the XREF software installed. If you still encounter this error please call tech support at customer support at 360-385-4279.

Solution 1: Contact XREF Publishing for customer support at (360)385-4279 between 8AM and 5PM, Pacific Time.

 

#3 – Install Will Not Start – After inserting the installation disc, setup will not autorun (autoplay).

Problem: User’s system is not configured to autorun executable files.

Solution: Run the executable manually. With the disc in your drive, right click on the windows button – select open windows explorer – double click on dvd/cd drive – double click on setup.exe file.

 

#4 – Dongle Error – I successfully installed XREF, but when I try to launch the program I see the following error message:

Dongle error. Make sure the dongle is attached and wait 30 seconds for windows to install drivers, then retry. If the application still does not open restart your PC and then restart the application. If the application will still not start then please call tech support at 360-385-4279.

Problem 1: Dongle is not plugged in.

Solution 1: Make sure dongle is attached and wait 30 seconds for windows to install drivers, then retry.

Problem 2: Dongle drivers are not installed.

Solution 2: Install or reinstall the dongle drivers. Unplug dongle and Go to C:\Program Files (or Program Files (x86))\XREF\HVAC\driver folder and run the Sentinel Protection Installer to install or repair the drivers. Make sure the dongle is attached and wait 30 seconds for windows to install drivers, then retry.

 

#5 – Tampered Clock – I try to launch the program, but I see this error message:

Tampered Clock, Make sure your computer is set to the correct time and date and try to open the application again. If you still encounter this error, please call tech support at (360)385-4279 between 8AM and 5PM, Pacific Time.

Solution: Clock has been set back. Or dongle has been moved to another computer whose clock is set earlier than the computer that the dongle was originally installed on. Click on Start – All Programs – Xref Publishing Co. and click on XREF Information. Check and write down dongle info for Time Stamp (date and time) and reset computer clock to be ahead of the dongle date and time.

 

#6 – Lost Dongle – I have misplaced or lost my security key (dongle) for XREF. The program no longer runs. How do I get a replacement dongle?

Answer: You need to order a replacement dongle from XREF Publishing Co., Inc. via email: info@xrefpub.com. The cost of a replacement dongle is $200.00

 

#7 – License Is Expired – I installed XREF but could not run the program. Instead, I see this error message:

Your license has expired and could not be updated from the update file. Make sure you have the most current version of the XREF software installed. If you still encounter this error please call tech support at customer support at 360-385-4279.

Problem 1: The license is indeed expired and contact needs to be made with XREF. Or, the customer has installed the new release but the dongle failed to update.

Solution 1: Update the dongle: Click on Start – All Programs – Xref Publishing Co., – XREF Update. Check the expiration date in the popup window to make sure it reads as some date in the future. If not, verify that you have installed the current release the release code is printed on the disc at the 9 o’clock position or is part of the downloaded executable file name (718X-H means July of 2018).

Problem 2: The system clock has been set past the expiration date and then the XREF program was used, stamping the dongle. Dongles cannot be backdated. Click on Start – All Programs – Xref Publishing Co., – XREF Information and check the Time Stamp: make sure it is the correct time and date.

Solution 2: For systems that have been advanced weeks or more into the future, you will need to replace the dongle. Contact XREF Publishing for customer support at (360)385-4279 between 8AM and 5PM, Pacific Time. The customer is required to pay the shipping for this.

Problem 3: Dongle drivers are corrupt.

Solution 3: Click on Start – All Programs – Xref Publishing Co., – XREF Information. If dongle has no information (all info reads as zeros), check that system clock is set to the correct date and time. Update the drivers to the newest version: Unplug dongle and go to C:\Program Files (or Program Files (x86))\XREF\HVAC\driver folder and run the Sentinel Protection Installer to install or repair the drivers. Make sure the dongle is attached and wait 30 seconds for windows to install drivers, then try to open the program.

 

#8 – Re-installing XREF – I have a problem with my computer that requires re-installation of all original programs that came with it. The problem was not related to the XREF software. After re-installing everything, can I install XREF again?

Answer: XREF may be re-installed as often as you need without affecting your computer. The download for the most current version can be found at www.xrefpub.com/program

 

#9 – Not Able To Print – After choosing a query in the HVAC section, the correct list appears on the screen but I cannot print it. Do you have a solution to print my query?

Answer: At the present time, the XREF program is not designed for printing.