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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 for the following (as a minimum):.
   Read and Execute
   Write

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 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 following boxes:
   Read and Execute
   Write


HARDWARE KEYS ("DONGLES")
Simutech simulator applications released after 2005, generally require use of a supplied electronic USB hardware key ("dongle") in order to operate. (Parallel-port type keys are also available upon request.) This key looks similar to a flash drive, but it is NOT a drive device.

Network Versions installed on a physical server
One USB hardware key ("dongle") is supplied for your Windows-based server. This key will enable the maximum number of licensed user-clients (seats) to simultaneously access each simulator that's installed on the server. Keys are available for 25-user or 50-user networks. A license manager is included, which enables your Network Administrator to monitor license usage.

Network Versions installed on a virtual server
The hardware key may be connected to a different server than the application server (such as a "license server"), or it may be connected to a Network USB Hub, as long as they are on the same network. If these devices are not available, please contact Technical Support for a solution.



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.



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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 concurrent users allowed by the specific license purchased).

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.



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HARDWARE KEY LICENSE MONITOR

The Sentinel License Monitor shows the details of the hardware keys installed on a system (server) and clients accessing them, via a Web browser. It is a convenient way to view and track the license activity and analyze application usage. You can use Sentinel License Monitor to perform the following tasks:


Prerequisites for Launching the Sentinel License Monitor:

  1. Make sure that the Sentinel Protection Server service is running on the server where the key is installed.
  2. The client must have Java 2 Runtime Environment (JRE) 1.6 or higher.
  3. The client must be running Internet Explorer 6.0 (or higher)/Netscape Navigator 4.6 (or higher)/Mozilla FireFox 1.0 (or higher)/Safari 1.3 (or higher).


Steps for Launching the Sentinel License Monitor:

  1. Open the Web browser on the system.
  2. In the Address Bar, type the name or IP address of the server (where the key is installed) in the following format:

    http://IP address (or server name):HTTP port number.

    For example, http://172.25.22.127:6002

    Press the Enter key. The Sentinel License Monitor Web page should now be displayed (like the example below).



License Monitor



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HARDWARE KEY ERROR MESSAGES - NETWORK


Hardware key not found (Error Code 3)

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

  1. Confirm the key is properly inserted 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.
  4. Use Device Manager to determine if the key is listed as Safenet USB Superpro/Ultrapro under Universal Serial Bus controllers,

If you receive this error message only from a client workstation, it is normally caused by either the IP configuration or the hardware key drivers.

An IP configuration problem is 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 your server name must be added to the configuration settings of each application. A server name editor, called SvrEdit, will allow you to input the name or I/P Address. This editor is included on the CD-ROM for your software, if purchased after June 2009. If purchased prior, please contact Technical Support. For instructions on using this editor, refer to the Network Hardware Key Installation instructions accompanying the hardware key, which was shipped with your software (download pdf).


A hardware key driver problem is usually caused by one of the following:

  1. Incomplete installation of the application
  2. Driver file is corrupted
  3. Sentinel Protection Server service is not running


If the Sentinel Protection Server service is NOT running, then start it. If it is running, then reinstall the drivers on the server, as follows:

  1. Remove hardware key from server.
  2. Run the file Sentinel Protection Installer 7.6.x.exe, located in the folder  X:\Program Files\Common Files\Simutech (or for 64-bit servers, in  X:\Program Files (x86)\Common Files\Simutech). Note: If this file is not found, STOP and contact Technical Support.
  3. When prompted for the type of Program Maintenance, select Remove.
  4. When removal is complete, click the Finish button. (Note: It is not necessary to reboot your server when prompted).
  5. Rerun Sentinel Protection Installer 7.6.x.exe.
  6. When prompted for the Setup type, select Complete.
  7. If a Window Firewall is detected, you will be prompted to allow the installer to modify these setting. Click the Yes button.
  8. When installation is complete, click the Finish button. (Note: It is not necessary to reboot your server when prompted).
  9. Reinsert the hardware key into a USB port on the server.
  10. Try to rerun the simulator application from a workstation. If the application still fails to run, then contact Technical Support.



Hardware key not found (Error Code 60)

This error message occurs when the server is not responding from the client workstation or the client has "timed-out". Confirm the server is running.


Hardware key not found (Error Code 61)

This error message occurs when the server name you selected using the server name editor SvrEdit is not recognized by the network. Recheck the name.


Hardware key not found (Error Code 70)

This error message occurs when all licenses are currently in use. Depending on the network license that was purchased, the maximum number of concurrent users or connections is either 25 or 50. However, this number may be less if your server is using a non-server operating system, such as Windows XP, Vista, or Windows 7.


Hardware key not found (Error Code 71)

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


Hardware key not found (Error Code 74)

This error message usually occurs when the hardware key driver is missing or is inoperative.



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HARDWARE KEY ERROR MESSAGES - STAND-ALONE 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.



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"UNABLE TO OPEN CONFIGURATION FILE" 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.



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"SERIAL NUMBER READ FAILURE" ERROR MESSAGE

When launching the software on a stand-alone computer, if a non-administrator user receives a message Loading Error - Serial Number read failure, then security permissions may not be set properly. Please Technical Support for information on changing the settings.



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"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.



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"PROGRAM HAS EXPIRED" ERROR MESSAGE

If this message appears, your program has NOT expired, but instead, needs to be reactivated. For SIMUMKT Versions 5.0 and 5.1, you will need a free software patch, so please contact Technical Support. For other programs, please fill out our Reactivation Request Form. We will then email you a link to download a utility program that will automatically reactivate your software. You may also request the reactivation by phone.

When contacting Technical Support by phone, please be prepared to provide the following information:

  1. Licensee name (school, organization, or individual)
  2. Address where software is installed
  3. Program name
  4. Program version

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



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"PROGRAM REQUIRES REACTIVATION" ERROR MESSAGE

If this message appears, please fill out our Reactivation Request Form. We will then email you a link to download a utility program that will automatically reactivate your software. You may also request the reactivation by phone.

If contacting Technical Support by phone, please be prepared to provide the following information:

  1. Licensee name (school, organization, or individual)
  2. Address where software is installed
  3. Program name
  4. Program version

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



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HELP MENUS DO NOT DISPLAY PROPERLY

Due to Microsoft Security Updates 896358, 890175, and 840315, the help topics may not appear when you select a help menu from a networked workstation. There is a "workaround" solution, which, unlike previous workarounds from Microsoft, won't compromise the security of your network or workstations. However, this requires changing the Windows Registry on each networked workstation.

WARNING: This procedure should be performed only by Advanced Users with Adminstrator rights.

Using Regedit.exe, make the following changes to the registry of each networked workstation:

  1. Backup the Registry in the event it becomes corrupted.
  2. Open the existing key:
    For Windows XP/Vista/7, 32-Bit: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\HTMLHelp
    -or-
    For Windows XP/Vista/7, 64-Bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\HTMLHelp
  3. Open the key 1.x, click your right mouse button and then select New and Key from the menu.
  4. Name this new key:   ItssRestrictions
  5. Create a new string value and name it:  UrlAllowList
  6. For the string value, enter:   \\[Host server name]\[shared folder]\;file
Refer to the example below:

Example - New registry key


For further information, refer to Microsoft Article ID 896054 at http://support.microsoft.com/kb/896054


If this registry change does not work, try adding the key "MaxAllowedZone", although this is a lower-security solution. Refer to Microsoft Article ID 896358 at http://support.microsoft.com/kb/896358



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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.



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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.



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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

Submit a Support Request via email




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Last update: 05/17/13