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TECHNICAL SUPPORT





INSTALLATION ON A WINDOWS NETWORK 

  1. For Windows-based servers, prior to installation, you must be logged on with full ADMIN rights.
  2. Install the Simutech program only on the server, following the directions on Page 5 of your Instructor's Manual. No software is required to be installed on the client workstations.
  3. Create a shortcut on each workstation's desktop, with a path to the program's folder on the server. If more than one program is being installed, you may, instead, create a folder on the desktop that contains shortcuts to each program. After creating the shortcut, select shortcut properties and confirm the folder path for Start in is the same as for Target. Refer to the following example:
    Target:   \\Server1\Simutech\Simuair\Simuair.exe
    Start in: \\Server1\Simutech\Simuair



SECURITY SETTINGS


WINDOWS 2000, 2003, 2008 SERVER
The group or user security Permissions for the program's folder (or Simutech folder) must be set to Full Access.


WINDOWS XP SERVER
The Sharing properties for the program's folder (or Simutech folder) must have the following boxes checked:
   Share this folder on the network
   Allow network users to change my files

Refer to the example below.

Properties example


WINDOWS VISTA SERVER
In the program's folder (or Simutech folder) properties, select Sharing and Advanced Sharing, then check the box Share this folder

For permissions, allow Full Control.


WINDOWS 7 (Professional)
In the program's folder (or Simutech folder) properties, select Sharing and Advanced Sharing, then check the box Share this folder

Select Permissions and click the box Full Control.



ADDITIONAL INFORMATION

  1. The User List, user data, and fault selections are accessible from all workstations on the network (limited to the maximum simultaneous users allowed by the network hardware key and your operating system.
  2. Microsoft limits Windows XP servers to a maximum of 10 simultaneous users, and Windows 7 servers to a maximum of 20 simultaneous users.
  3. The instructor may log-on from any workstation to add users, select faults, review current reports, and observe user progress, even while users are logged on.



INSTALLATION ON A NOVELL NETWORK 

  1. Install the program only on the server, following the directions in the Instructor's Manual. No software is required to be installed on the client workstations.
  2. For Novell servers, set user rights so each client has file READ and WRITE rights to the program's folder on the server.
  3. Create a shortcut on each workstation's desktop, with a path to the program's folder on the server. If more than one program is being installed, you may, instead, create a folder on the desktop that contains shortcuts to each program. After creating the shortcut, select shortcut properties and confirm the folder path for Start in is the same as for Target. Refer to the following example:
    Target:   \\Server1\Simutech\Simuair\Simuair.exe
    Start in: \\Server1\Simutech\Simuair

Note: A special software configuration is required when using a Novell network. Contact Technical Support for assistance.

The User List, user data, and fault selections are accessible from all workstations on the network (limited to the maximum simultaneous users allowed by the network hardware key).

The instructor may log-on from any workstation to add users, select faults, review current reports, and observe user progress, even while users are logged on.



HARDWARE KEY ERROR MESSAGES - NETWORK

Hardware key not found (Error Code 3)

If you receive this error message when running a program directly from the server, please check the following:

  1. Confirm the key is properly installed in a USB port (or in the parallel connector when using the parallel type key).
  2. Be sure the green LED at the end of the USB key is ON.
  3. If the LED is OFF, remove the key, then reinsert it. Then, wait about 30 seconds and rerun your program.

If you receive this message only from a client workstation, it is normally caused by either an IP configuration problem or a driver problem.

IP configuration problems are caused by one or more of the following:

  1. Subnet Mask address for server and clients don't match *
  2. Default Gateway address for server and client don't match
  3. DHCP not enabled on client workstation
  4. UDP Port 6002 not accessible (probably blocked by a firewall)
* If it is necessary to run the clients and server on a different subnet address, then the server name must be added to the configuration settings of each application. A utility program is included with your software to edit this setting, or is available by contacting Technical Support.


A driver problem is usually caused by a hardware key driver failing to install properly during the program's installation. If the IP configuration is correct, then confirm that the drivers are running on the server. This is done by selecting Administrative Tools from the Start Menu, then clicking Services (or locate a list of active services). Confirm the following services have started:

Sentinel Keys Server
Sentinel Protection Server


If either of the drivers are missing, reinstall the drivers on the server as follows:

  1. Use Windows Explorer to open the folder C:\Program Files\Common Files\Simutech
  2. In this folder, run the file: Sentinel Protection Installer 7.x.x.exe
  3. When the Program Maintenance window appears, select Repair, then click the Next button and the Install button.
  4. When installation is complete, click the Finish button, then try to rerun the simulator program from the workstation.


Error Code 71

This error message occurs when the network connection with the server is lost. Recheck the connection.



HARDWARE KEY ERROR MESSAGES - STANDALONE COMPUTERS

Hardware key not found (Error Code 3)

  1. Confirm the key is properly installed in a USB port (or in the parallel connector when using the parallel type key) on the computer.
  2. Be sure the green LED at the end of the USB key is ON.
  3. If the LED is OFF, remove the key, then reinsert it. Then, wait about 30 seconds and rerun your program.



CONFIGURATION FILE OPENING ERROR MESSAGE

When launching the software, if you receive a message Unable to open CONFIGURATION file!, then the sharing properties for the program are not properly set on the server. See Security Settings above.

If you receive this message on a stand-alone (non-networked) computer, please confirm that the computer's firewall is not blocking the program from accessing or writing to this file.



"INVALID INSTRUCTOR PASSWORD" ERROR MESSAGE

Please note that each program is shipped without a password. Therefore, when you log-on as the instructor for the first time, if you are prompted to Enter password, do not enter a password at this time, but instead, click the OK button (or press the Enter key). Passwords are case-sensitive, so if your password doesn't work, try entering it in a different case.

If an instructor forgets his password, a new instructor doesn't know the password, or you receive an invalid log-on error message, refer to the following:


WINDOWS VERSIONS

First, try clicking the OK button, without entering a password. If this doesn't work, then contact Technical Support for the password. You will need to provide the program's serial number, which can be found printed on the program's CD-ROM. The password can be provided only to authorized employees of the program's licensee on file, and only via phone.


DOS VERSIONS

The program's configuration file must be reinstalled by performing a copy of the file [PROGRAM-NAME].CNF  from your original program disk to the workstation's directory. For example, to reinstall the SIMUAIR configuration file, you would re-copy SIMUAIR.CNF

If you have any difficulty, contact Technical Support for assistance.



"PROGRAM HAS EXPIRED" MESSAGE

When this message appears, your program will need to be reactivated. To reactivate, please email Technical Support or contact us by phone. For SIMUMKT Versions 5.0 and 5.1, we will email you a software patch. For other programs, we will email you a file that will automatically reactivate your software. When contacting Technical Support by phone, please be prepared to provide the following information:

  1. Licensee name
  2. Program name and version
  3. Serial number (printed on the original CD-ROM)

Note: The patch and reactivation file can be sent only to the software licensee per our records



HELP MENUS DO NOT DISPLAY PROPERLY

After installing Microsoft Security Update 896358 or 890175, the table of contents and/or topics may not appear when you select a help menu from a networked workstation.

Remedy: Please refer to the registry changes required on each workstation as described in Microsoft Article ID 892675 at http://support.microsoft.com/kb/892675



KNOWN ERRORS OR "BUGS" IN OLDER VERSIONS


SIMUAIR Version 5.5.02

A message "Wait for pressures to equalize before restarting" will appear when restarting a system, after performing a repair that opens the refrigerant piping. (Pressures will display on the gauges as equalized.)

Remedy: Contact Technical Support for a free software patch.


SIMUAIR Versions 5.5.01 thru 5.5.04

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SIMUPUMP Versions 5.3.05 thru 5.3.07

(1)  Fault #10 (Indoor air filter extremely dirty): When using the View tool, the air filter will not display "dirty". Instead, it will appear the same as a normal "clean" filter.

(2)  When using the View tool and the mouse to select the outdoor coil, ice will not appear on the coil during periods when ice is forming. However, if you select Outdoor Coil from the View Menu, the ice will appear.

Remedy: Contact Technical Support for a free software patch.


SIMUPUMP Versions 5.3.02 thru 5.3.08

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SIMUREFR Versions 5.2.00 thru 5.2.02

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SIMUMKT Versions 5.0.00 thru 5.1.09

A "Program has expired" message will appear when you run the software after 12/31/2009.

Remedy: Please contact Technical Support for a free software patch that will reactivate your software.


SIMUMKT Versions 5.2.00 thru 5.3.01

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SIMUGAS Versions 5.2.00 thru 5.2.02

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SIMUOIL Versions 5.2.00 thru 5.2.01

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SIMUHYDRO Version 1.2.01

An "Out-of-range" error message may appear when you select a test instrument immediately after repairing a faulty system.

Remedy: If you consistantly receive this error message, contact Technical Support for a free software patch.




SELECTING GLOBAL FAULTS

If the instructor wishes to preselect the same faults for all users, these are referred to as global faults. When selecting global faults (using either Manual Selection or Auto Selection), please be aware of the following:
  1. All global faults you select are applied to each user shown in the User List.
  2. If the Fault-selection option (found in File menu | Options) is ON (checked) for Auto-load global faults for new user, then the global faults are automatically added to any new user that's created after the faults have been selected. The default setting for this option is OFF.
  3. If you're using the Instructor Interface Module, uploaded faults will be appended to any current global faults. Note: Versions after Sept 2003 provide an option of either deleting or appending existing faults.
  4. If a user currently has other faults selected in his individual fault list, the global faults you've selected will be added to his existing list.
  5. If the new global fault list contains a fault that a user has previously repaired, that particular fault will not be added to the user's fault list.
  6. Deleting faults from the global fault list will not remove faults already applied to each user. To delete these, you must select Delete Selections from the Faults menu.
For further information regarding global faults, refer to the program's help menu.




HOW TO CONTACT TECHNICAL SUPPORT

Phone:
     (800) 648-6209   (USA and Canada)
     (503) 649-9076   (Local and International)
     Technicians available from 8:00am to 5:00pm Pacific Time (M-F)
     24-hour voicemail

Fax:    (503) 649-8972

E-Mail: support@simutechsystems.com




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Last update: 07/08/10