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Engineering and Software for the Natural Gas Industry

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The Following Provides Information About Support For Our Software Products...



Support Sources...
    
User's Manual The User's manuals provided with the software offer detailed information on installing, executing, and navigating the software, along with descriptions of the various features associated with each product. Depending on the product, the manual may contain one or more examples on using the program. Refer to the Table of Contents or Index of the Manual to review its contents.
    
Online Help Each product is supported by an extensive online help document. This document is accessed through the "Help" menu of the appropriate program, or for some products it can be opened from the "Start" menu entry for the associated program. The online help contains various information about the software's operations, including an extensive set of examples and how-to instructions. For "standard" Windows type help systems, use the "Index" or "Find" tab on the main Help screen to find a topic. For PDF based help documents, use the hyperlinks (underlined text values or phrases) to "jump" to a location, or use the Find feature in the PDF viewer application to find a phrase or topic.
    
This Site This website provides a list of Frequently Asked Support Questions, along with answers. View the remaining portion of the this page to browse the list.

The website also contains software updates for our programs. If you are experiencing problems and have not updated your version of the software recently, click here to download the latest program version.

    
Videos We have created a few video clips to help our Users with some of the basic software functions. To browse and view the videos, click here. We are continually creating new videos - if you have a suggestion, please click here to contact us.
    
Personal Technical Support If you cannot find the answer to your question in the above sources or in the Frequently Asked Questions list, please click here to contact us.
    



Frequently Asked Support Questions - Index...
    
Windows Vista/7...
Windows Vista and Windows 7 Issues
Summary Of Issues (PDF document)
Installation Issues
Read-Only Message Or Runtime Error 75
Help System Does Not Function Correctly
Unable To Install Software On 64 Bit Operating System
Paths And/Or Property Tables Not Found
     
GASWorkS™ 9.0...
Application Limit Exceeded Error
Database Features Not Working
Hardware Key Not Found
Request Registration Number
Running GASWorkS On A Network
    
  GASCalc™ 5.0...
Application Limit Exceeded Error
Request Registration Number
Running GASCalc On A Network
     
  StationManager™ 2.0...
Application Limit Exceeded Error
Request Registration Number
Running StationManager On A Network
 
GASWorkS™ 7.0...
Application Limit Exceeded Error
Hardware Key Not Found
     
  GASCalc™ 4.0...
Application Limit Exceeded Error
     



Frequently Asked Support Questions - Answers...
    
Windows Vista/7...
Theoretically all of our products will operate on Windows Vista, Windows 7, and any of the Windows 64 Bit Operating Systems. Microsoft however has not made the migration completely transparent or friendly. A few issues with these operating systems are listed below:
    
Installation Issues

What do I need to do to install your software on my Windows Vista or Windows 7 machine?

When installing our software and running it the first time, you generally need to be logged on as the "full" administrator. On networked machines there are two levels of administrator, you need to be logged in as the full (network) administrator.

In some cases, the virus checker or firewall may need to be turned off or the settings altered to allow installation and registration of the required program files.

When you execute our software, if you get a message that a certain file is missing or not properly registered, this is usually caused because the file installation or registration was blocked by the machine’s virus checker or firewall, or you were not logged in as the full administrator when you installed and first executed the software. In these cases, make the appropriate log-in or security changes and try to install the software again. Back to Index...

    
Read-Only Message Or Runtime Error 75

When I try to open a GASWorkS, GASCalc, or StationManager file or try to close one of these programs I receive a message that one of the files is read-only or receive a Runtime Error 75 - what does this mean?

All of our programs require full read, write, and execute privileges to their associated directories. New security measures in Vista/7 are preventing the program from writing (or overwriting) files that the program needs to function correctly. You will need to ensure that the current Windows User has "full control" permission to the application's "root" directory and all subdirectories. For example, the User would need full control over the \program files\ gasworks 9 directory and all of its subdirectories. The permission settings may be changed using Windows Explorer.

In general, to make the change: Using Explorer, find the application's root directory (for example, the "\program files\gasworks 9" directory/folder), right click on the folder icon for the directory. A popup menu will appear. Select the Properties menu item. Select the Security tab. Select the Edit command button. Select the appropriate User from the Group or users name list. Check "allow" next to the full control item. Select the Apply command button. Select OK a few times to close the Properties screen. You will need the appropriate administrative access to make these changes. Back to Index...

    
Help System Does Not Function Correctly

When I select the Help menu item I receive a message about winhlp32.exe not being supported - what does this mean?

Microsoft decided that the traditional Windows help system would no longer be supported in Vista and newer operating systems. Up until Vista, most applications used a help system supported by the Windows operating system using a file called winhlp32.exe. The file traditionally was provided by Microsoft as part of the Windows operating system. The file was not included in the Vista/7 operating system. Microsoft originally stated that it would not support help systems that relied on this file, however it now does provide a "fix" for this issue. Click here to view information about the issue and access a link to the fix.

Unfortunately, the fix provided by Microsoft does not include the help file which explains how to use the help system. This file is called winhlp32.hlp and must be installed in the same directory as the winhlp32.exe file (usually the \Windows directory) to work correctly. Click here to download the file from our website. Choose to save the file in the \Windows directory on your machine, then extract the file after downloading. You will need the appropriate administrative access to save and extract the file to this directory. Back to Index...

    
Unable To Install Software On 64 Bit Operating System

When I try to install GASWorkS, GASCalc, or StationManager on a machine running a 64 bit version of Windows, I receive a message saying that the setup file is for a different machine type - what does this mean?

The 64 Bit versions of XP and Vista do not support certain older installation programs. The original installation development application used to create the setup routines for older versions of our products is not supported on Microsoft's 64 bit operating systems. Versions of our software shipped or downloaded after March 30, 2007 use a new setup routine and should be compatible with current (as of March 30, 2007) 32 and 64 bit versions of Windows.

If your software was shipped before March 30, 2007 click here to request a new setup routine. Include your contact information and the name of the company that the software is licensed to in the request. Back to Index...

    
Paths And/Or Property Tables Not Found

When I start GASWorkS, GASCalc, or StationManager I receive a message indicating that a path or property is not found - what does this mean?

If this occurs the first time the software is executed after installation, the software has probably been installed in an alternative directory. On some versions of Windows, certain programs are installed in a directory named "\program files (x86)\" instead of the normal "\program files\" directory. When our software is installed in the alternative directory the default paths for the data files, initialization files, and property tables are not valid and a warning message will be displayed when the software is started. The message will indicate that the path settings are not correct or that a property table cannot be found. If this happens, you will need to reset the paths to the installed (alternative) location. Follow the instructions for the specific program that you are using to set the paths appropriately. Back to Index...
    

     
GASWorkS 9.0...
    
Application Limit Exceeded Error

How do I restart the software after I receive this message?

GASWorkS has a counter that keeps track of how many Users are concurrently using each copy of the program. Unless you are using a network version of the program, the default User limit is one. If GW is abnormally shutdown (for example if the computer is shutdown while GW is running, or a "fatal" error occurs) the counter becomes corrupt and must be reset. To reset the counter, refer to page ii of the User's Manual, or click here to view a copy of the instructions.

Pay special attention to the placement of the spaces in the command string. Back to Index...

    
Database Features Not Working

Why can't I export to a database or spreadsheet?

Why can't I import a database or spreadsheet?

Why aren't database or spreadsheet fields displayed when trying to attach an attribute file?

GASWorkS uses a Microsoft product called the "Jet Engine" to handle database transactions. This is the same Engine that is used by various Microsoft and third party database and spreadsheet applications. To work properly, GASWorkS 9.0 requires that Service Pack 8 or newer of the Engine be installed.

Because so many applications use the Jet Engine, the Engine's files are often overwritten when a new application like Microsoft Office, Excel, or Access is installed on the User's machine. These applications generally contain older versions of the Engine. Click here to access information about the Service Pack from the Microsoft website, or click here to download the Service Pack from our website.

If you are experiencing any of the listed database problems, download and install the Engine update. After downloading the update file, unzip or extract the contents of the file, double click on the resulting "exe" file and follow the instructions to install. Back to Index...

    
Hardware Key Not Found

When I try to solve, I receive a message that the hardware key cannot be found. How do I fix this problem?

Some versions of the software are protected by a hardware key (dongle). If a key is provided, it must be installed in the computer running the software. One of two types of keys may be used, a USB key or a printer port key. When using either key additional software must generally be manually installed. Instructions for installing the required software is  listed in the "readkey.txt" file located on the CD provided with the software, or click here to view a copy of the instructions. Click here to download the USB key driver software. Click here to download the Printer Port key driver software. Back to Index...
    
  Request Registration Number

How can I request a registration number?
The GASWorkS software must be registered before you may fully use it and have access to all of the menus and functions. If you are experiencing a problem registering your software, click here to view a document describing how to request the registration number. Back to Index...
    
Running GASWorkS On A Network

Can GASWorkS be installed and executed on a network?

GASWorkS can be installed and run on a network. Certain installation steps need to be followed to ensure that it performs and executes efficiently. Click here to view a copy of the suggested installation procedures and considerations. Back to Index...
    

    
GASCalc 5.0...
    
Application Limit Exceeded Error

How do I restart the software after I receive this message?

GASCalc has a counter that keeps track of how many Users are concurrently using each copy of the program. Unless you are using a network version of the program, the default User limit is one. If GC is abnormally shutdown (for example if the computer is shutdown while GC is running, or a "fatal" error occurs) the counter becomes corrupt and must be reset. To reset the counter, select the Reset User Count menu item from the Technical Support submenu of the Help menu list, or click here to view a copy of the instructions.

Pay special attention to the placement of the spaces in the command string. Back to Index...

    
  Request Registration Number

How can I request a registration number?
The GASCalc software must be registered before you may fully use it and have access to all of the menus and functions. If you are experiencing a problem registering your software, click here to view a document describing how to request the registration number. Back to Index...
    
Running GASCalc On A Network

Can GASWorkS be installed and executed on a network?

GASCalc can be installed and run on a network. Certain installation steps need to be followed to ensure that it performs and executes efficiently. Click here to view a copy of the suggested installation procedures and considerations. Back to Index...
    

    
GASWorkS 7.0...
    
Application Limit Exceeded Error

How do I restart the software after I receive this message?

GASWorkS has a counter that keeps track of how many Users are concurrently using each copy of the program. Unless you are using a network version of the program, the default User limit is one. If GW is abnormally shutdown (for example if the computer is shutdown while GW is running, or a "fatal" error occurs) the counter becomes corrupt and must be reset. To reset the counter, refer to page ii of the User's Manual, or click here to view a copy of the instructions.

Pay special attention to the placement of the spaces in the command string. Back to Index...

    
Hardware Key Not Found

When I try to solve, I receive a message that the hardware key cannot be found. How do I fix this problem?

Some versions of the software are protected by a hardware key (dongle). The key must be installed in the parallel port of the computer running the software. When the software is installed on a machine running a Windows NT generation operating system (NT 4.0, Windows 2000, Windows ME, or Windows XP) the system driver for the key must be manually installed. Instructions for installing the driver are listed in the "readme.txt" file located in the "\NTPatch" directory of the CD provided with the software, or click here to view a copy of the instructions. Install only the driver, ignore the "NT patch" instructions. Back to Index...
    

    
GASCalc 4.0...
    
Application Limit Exceeded Error

How do I restart the software after I receive this message?

GASCalc has a counter that keeps track of how many Users are concurrently using each copy of the program. Unless you are using a network version of the program, the default User limit is one. If GC is abnormally shutdown (for example if the computer is shutdown while GC is running, or a "fatal" error occurs) the counter becomes corrupt and must be reset. To reset the counter, refer to page ii of the User's Manual, or click here to view a copy of the instructions.

Pay special attention to the placement of the spaces in the command string. Back to Index...



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