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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...



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



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...
    


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