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: Unable to complete operation because ‘c:\xref\cont\xref.lcf’ could not be opened for read-write access (3738,1)

Problem: After installing the program on an XP computer, and logging on, the program won’t run and you get the error message. This lcf file manages the program’s rights administration (1 user access, date the Folio Views program expires [2036 or whatever we set it to], whether or not they can print certain infobases, etc.).

The person who has installed the program, has done it through their administrative logon. Then they log off and log on as restricted user. Restricted users may be prohibited from writing to certain files on the computer. Especially if they are trying to change a file within the administrator’s profile. XREF Encyclopedia reads from the xref.lcf file and writes the last time the program was accessed on the dongle. Without administrative privileges, often times a restricted user cannot access these program files.

Solution 1: Allow the user to log in to the Computer Administrator’s profile to use the program or change the settings for restricted user profiles: Click on Start menu, select settings, select control panel, select User Accounts, select the user account you wish to change, select Change The Account Type, select Computer Administrator and click on Change Account Type. Close the account settings window, log off, and log on as the user you just changed. Open the program.

Solution 2: Have the computer Administrator log in to their account and then right click on the XREF HVAC icon and select ‘Run as Administrator’. Next log out and log back in as the restricted user and try to open the program.

 

#5 – Error Message: 1208: ANSI code page for Language Neutral is not installed on the system and therefore setup cannot run in the selected language. Run the setup and select another language.

Problem: The disc might be scratched and need to be replaced.

Solution 1: The user may have a bad disk (either scratched or otherwise). Try restarting the system and then copy the contents of the disk to a temporary folder and attempt to install it from there. If this doesn’t work, download the program from our website www.xrefpub.com/program

 

#6 – Error Message: While installing the update disk, install shield reaches about 90% and 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.

 

#7 – Error Message: The expiration date is invalid. MMDDYYYY 02-10/2009.

Problem: Customer is trying to update their dongle and gets this error message. Dongle will not update. This happens when the entry for this dongle in the XML file is formatted incorrectly using dashes instead of slashes in between the numbers.

Solution: Ask for a new xml file that is correctly formatted to be Emailed to you

 

#8 – Error Message: “Data error (cyclic redundancy check)”

Problem: During setup, this error message is received and setup will not continue

Solution: This usually occurs when a disk is scratched, smudged, or unreadable. Clean the disk, request that a new disk be mailed to or download the XREF program www.xrefpub.com/program

 

#9 – Error Message: After inserting the installation disc, setup will not Autorun (autoplay).

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

Solution: Right click on the windows button – select open windows explorer – double click on dvd/cd drive – double click on setup.exe file.

 

#10 – Error Message: InstallShield Wizard was interrupted before XREF HVAC could be completely installed. System has not been modified.

Problem: You are trying to install the new version of XREF on a Windows 7 and at the very end of the install, this message is displayed. Clean outs and restarts don’t seem to solve the problem, nor does running it in compatibility modes.

Solution 1: Navigate to the disk and double click on the XREF HVAC.msi installer package. Install Shield may need to close services. If prompted, select the option to automatically close and attempt to restart the service(s). After the install completes successfully, try to open the program. If the user gets a message that C:\Program Data\XREF\HVAC\xref.lcf could not be opened for read/write access.

Open the ProgramData folder (note: if the ProgramData folder is not visible, click on the address bar near the top of the window, right after the C:\ and type ProgramData so that it now says C:\ProgramData then hit enter). Open the XREF folder and then open the HVAC folder. Right click on the xref.lcf file and select Properties from the menu. Click on the Security tab. Highlight the USERS group in the first box by single clicking on it and look below in the second box to see if Full Control is checked. If not, click on the Edit button and check the Full Control checkbox. Click the Apply button. Try to open the XREF program.

Solution 2: Open msconfig through the Run dialog box. Click Start > Run. (On windows 7 & 8, hold down the Windows key and tap the R key) Organize their files by Manufacturer. Look for any Intel – if an Intel Monitoring Service is running, uncheck it. Attempt to reinstall. If it still won’t install, navigate to the disk and double click on the XREF HVAC.msi installer package. Install Shield may need to close services. If prompted, select the option to automatically close and attempt to restart the service(s). After the install completes successfully, try to open the program. If you then get a message that C:\Program Data\XREF\HVAC\xref.lcf could not be opened for read/write access, see Solution 1, paragraph 2 above.

Solution 3: Make sure you have full access privileges – check in Control Panel – User Accounts and see if you are logged on as an administrator. On XP, right click on the Start menu button and if there are options for Open All Users or Explore All Users, then you should have administrative privileges. Once administrative privileges are enabled, install the program normally. Before logging out of the administrator account, right click on the XREF program’s desktop icon and select ‘Run as administrator’.

Solution 4: Request that the XREF support staff send you the “install with logging”, perform the install and then e-mail us the log file.

 

#11 – Error Message: Unable to complete operation because C:\Program Data\XREF\HVAC\xref.lcf could not be opened for read/write access 3888,1

Problem: The install seems to run fine but when the user tries to open the program, it hangs for a while on the Folio Views splash screen and then displays this error message because the lcf file wasn’t set to Full Control when installed.

Solution 1: Go into the disk drive menu (Computer shortcut) and double click on the Local Disk (Usually C:). Open the ProgramData folder (note: if the ProgramData folder is not visible, click on the address bar near the top of the window, right after the C:\ and type ProgramData so that it now says C:\ProgramData then hit enter). Open the XREF folder and then open the HVAC folder. Right click on the xref.lcf file and select Properties from the menu. Click on the Security tab. Highlight the USERS group in the first box by single clicking on it and look below in the second box to see if Full Control is checked. If not, click on the Edit button and check the Full Control checkbox. Click the Apply button. Minimize the properties window and try to open the program. If it opens, then you may go back to the Properties window and close it. If it doesn’t open, go back to the Properties window and look at the settings for any other Groups listed and make sure each one is set to full control using the same method as above. Once completed Click OK on the Properties window and attempt to start the program using the XREF HVAC booklet icon on the desktop.

Solution 2: Navigate to the C:\Program Data\XREF\HVAC\xref.lcf file (if not visible see Solution 1 above) and right click on it, then select Properties and make sure the lcf file isn’t set as read only. Next, run the newest Sentinel Protection Installer, doing a complete install and say ‘Yes’ when prompted to allow the program to make changes to the firewall settings. To get to the Sentinel Protection Installer, open C:\Program Files (or Program Files (x86)\XREF\HVAC\driver folder. Run the installer and then try opening the program. You may need to restart the computer

 

#12 – Error Message: You get to the first InstallShield screen that says it will be installing XREF HVAC on your computer. “Click next to continue” and when you click next, everything goes away (crashes) and XREF does not install.

Solution: Reinstall using the msi installer application: Navigate to the disk and double click on the XREF HVAC.msi installer package. Install Shield may need to close services. If prompted, select the option to automatically close and attempt to restart the service(s).

 

#13 – Error Message: You are trying to install an update and receives the following message: An outdated version of Xref HVAC has been detected. Please remove “XREF – HVAC” using Add/Remove Programs in Control Panel before continuing. Are you ready to continue with the install?

Problem: You have already uninstalled the program or it won’t uninstall properly because InstallShield is having some sort of problem removing it and the XREF folder containing CONT or APPL and then Views.exe are still left on the system in the C:\ drive folder.

Solution: If the program is no longer showing up in the Add/Remove programs list or if the program cannot be removed from the Add/Remove program list, simply go into the C:\Program Files (or Program Files (x86)) and delete the XREF folder and try to install the update again.

 

#14 – 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.

 

#15 – “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.

 

#16 – “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.

 

#17 – 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>

 

#18 – 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

 

#19 – 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.

 

#20 – “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

 

#21 – “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.

 

#22 – “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

 

#23 – 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.