The Successful Distributors' HVAC/R Information Source

Knowledge Base

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#1- Is it necessary to get a dongle for each client?

I’ve installed XREF on our server. Is it necessary to get a dongle for each client?

Answer: Yes. Each “client” equals to one license. Therefore, if you would like to access XREF from several of your stations, you will need to obtain a license for each user (client).

 

#2 – “No Rights To Install”

When doing an install, data files are installed properly, but displays the following message when installing the system files: “You have no rights to install drivers onto computer. Installation was not completed.”

Answer: Your system administrator must give you authorization/access for installing new programs onto your computer.

 

#3 – 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! (360) 385-4279.

 

#4 – Error Message: After installing the program when you try to open it you get a “CefSharp.core.dll” error message.

Problem: Program need Microsoft Visual C++ 2015 Redistributals

Solution: Uninstall the program by opening Add/Remove Program, then reinstall using the Setup.exe file on the cd (do not use the XREF HVAC-R Encyclopedia.msi file)

 

#5 – Error Message: While installing the update disk, installshield quits with the following error message – CRC Error: the file (file path, file name, and extension) doesn’t match the file in the setup’s data2.cab file. Abort? Retry? Ignore? If you hit retry, it will continue, eventually giving you another message box (see tech support folder and look at the file: ..\Tech Support\CRC Error Message 1A1 – ReadOnly File Detected.jpg)

Problem: May be a problem with Install Shield program, or more often a bad or damaged disk.

Solution: Check to see that the disk is clean and not chipped and place back into the drive. Reinstall the program. If this doesn’t work, install the software on another computer to make sure the disk is good. We can send a replacement disk or an email link to download the program if the problem persists.

 

#6 – Error Message: Trying to install a new update and you get the following error message: A newer version was detected, you must remove the newer version before you can continue.

Problem: Installshield has detected the newer Sentinel Driver 7.6.6 which is newer than the version that the update is trying to install.

Solution: Uninstall Sentinel System Driver 7.6.6 and uninstall XREF and then restart the computer. Once the system has started back up, attempt to install the update.

 

#7 – “Missing Dongle!”
Successfully installed XREF, but when program is executed I get the following error:

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 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.

 

#8 – “Tampered Clock!”

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 customer support at 360-385-4279.

Solution: Clock has been set back. Or dongle has been moved to another computer whose clock is set earlier than the computer that dongle was originally on. Double click on “XREF Information” Icon. Check and write down dongle info for Time Stamp: time & date and reset computer clock to be ahead of the dongle.

 

#9 – How to install XREF onto my “D:” drive?

On my computer I have multiple drives. My “C:” drive is designated for system files only, and all programs and applications are installed on “D:” drive. How to install XREF onto my “D:” drive?

Answer: XREF may be installed onto any drive. The following will guide you through the installation of XREF onto your “D:” drive.

  1. Insert cd disk into your cd drive. When you get to the first screen,
  2. Click <NEXT> @ Welcome Screen
  3. Click <YES> @ License Agreement
  4. Click <BROWSE> @ Choose Destination Location
  5. Click on “C” (for C:\Program Files (x86)\XREF)
  6. Replace “C” with “D” (or any drive letter)
  7. Path will be replaced with “D:\Program Files(x86)\XREF” (or any drive letter)
  8. Click <OK>
  9. Click <NEXT>

 

#10 – Lost dongle – I have misplaced or lost my security lock for XREF. 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

 

#11 – I installed XREF but could not run the program because of this error message:

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” icon. 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.

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. Double click on “XREF Information” Icon 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 Co., Inc. the customer pays the shipping for this.

Problem 3: Dongle drivers are corrupt.

 Solution 3: 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 retry.

 

#12 – “Re-installing XREF.”

I recently installed the HVAC windows version. I have a problem with my computer that has arose and need to recover and re-install all original programs that came with my computer. It had nothing to do with the XREF program. After re-installing everything can I install XREF again?

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

 

#13 – “Not able to print.”

I have a printing problem with the last CD I received from you. After choosing a query in the HVAC section, the correct list appears on the screen but I cannot print it. The print tool seems to only be available in the MSDS database. Do you have a solution to print my query?

Answer: At the present time, the XREF program is designed for printing in the MSDS database only. All other information is non-printable.

 

#14 – “How do I make XREF start automatically with windows?”

Answer:

  1. Click on start
  2. Click on settings
  3. Click on Taskbar and start menu
  4. Select the start menu programs tab
  5. Click on advanced
  6. Click on the small + box by programs
  7. Click on the XREF folder
  8. Click and hold the HVAC or APPL icon with the right hand button and drag it to the startup folder
  9. when you let go, select create shortcut here
  10. Close this window with the X in the upper right hand cornerWhen you start windows XREF will also start

 

#15 – What does the brand “MW” stand for? What does it mean? Where might be the closest location from us?

Answer: The XREF Encyclopedia contains abbreviations for several thousand brand names. By going to the query line and typing in: abbrev MW

Abbreviation is clearly identified as Maintenance Warehouse.

To get the answer to this, one must go to the “Supplier” database and do a query on “MW”. This will show you all 13 of their locations as well as their 800 number.