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The following information is a compilation of technical questions and answers designed to assist you during the installation and use of your Virtual Professional Library infobase(s). Should you require further assistance, please call CICA Technical Support. When calling, please have your customer number at hand in order for us to better assist you with your questions. It is the number on your invoice, or mail label, which begins with a letter C (for example: C123456). Where do I find the User's Guide to assist me with the infobase installation?
How do I contact CICA Technical Support and/or Customer Service?
Do I need a different DVD to do a network installation?
Where can I find my Customer number?
I entered my Customer number, but the "Next" button is greyed out so I cannot continue.
After entering my Customer number, the program tells me that my number cannot be found.
When I enter my Customer number, why doesn’t it select all of the titles I subscribe to?
Do I have to perform the update procedure each time I receive a DVD?
When I print a section of text from my infobase, pages of pop-ups print along with it. How can I stop them from printing?
When I perform a query, the number of hits does not show in the Contents view, how can I get them to show up?
During the installation or updating of an infobase the following error message appears on the screen "An error occurred during the move data process".
What do I need to do to reinstall the Virtual Professional Library (VPL) to a new computer?
What do I need to do to setup a new workstation?
When doing a workstation setup, why do I get the error message, "An error occurred during the move data process -113."?
Can I have more than one type of installation on my computer?
Why does my computer freeze up at 1% when I m doing my monthly update?
Is the VPL compatible with Windows 98, 2000, and XP?
The DVD is spinning in the drive but nothing is being installed, what should I do?
Can I install Folio and the infobase on separate drives?
Why are my newly purchased infobase icons missing from my desktop?
Can I read the infobase from the DVD?
How do I remove the VPL (Folio Views and the Infobases) from my computer? Where do I find the User’s Guide to assist me with the infobase installation? To access the users guide place the DVD in the DVD ROM drive and wait for the installation to start. If the installation does not start automatically you can open My Computer > DVD ROM Drive > Launch.exe. Select your language from the menu. Select the User’s Guide from the Menu How do I contact CICA Technical Support and/or Customer Service? Technical Support - 1-800-268-3793 or (416) 977-0748, Monday to Friday 9:00am - 5:00pm Eastern Time, or e-mail: vpl.support@cica.ca.
Customer Service - 1-800-268-3793 or (416) 977-0748, Monday to Friday 9:00am - 5:00pm Eastern Time, or e-mail: customer.service@cica.ca. Do I need a different DVD to do a network installation? Our DVD contains all of the files required for local and network installations. Where can I find my Customer number? Your Customer number is always located on the shipping label for your DVD. It is located above your name and begins with the letter C followed by six numbers, e.g. C123456. It can also be found on your packing slip or invoice. If you cannot locate the number, please contact CICA Customer Service. I entered my Customer number, but the Next button is greyed out so I cannot continue. You must have all three fields (Name, Company, Customer Number) filled out in order to proceed to the next screen. After entering my Customer number, the program tells me that my number cannot be found. If you have received the DVD for the first time you must enter an unlocking code instead of your customer number. Unlocking codes are located on the bottom of your packing slip and begin with the letters TX followed by six numbers. If you have ordered more than one title, you will have to repeat the Infobase Installation for each temporary code you have received. If you are doing an update, make sure you have typed the letter C followed by six numbers, if your Customer number contains an 0 , this should be entered as the number zero, not the letter O. If none of these scenarios apply to you, please contact Technical Support for assistance. When I enter my Customer number, why doesn’t it select all of the titles I subscribe to? Your Customer number will only display and install/update the titles to which you subscribe that have been updated that month. Subscriptions going to someone else at your office will be linked to their Customer number. You can repeat the Infobase Installation using the other person s Customer number. If you wish to have all your office s DVD subscriptions under one person s Customer number, please contact CICA Customer Service. Do I have to perform the update procedure each time I receive a DVD? Yes. The update procedure refreshes the rights management file installed on your hard drive ensuring your continued access to the infobase. When I print a section of text from my infobase, pages of pop-ups print along with it. How can I stop them from printing? Go to Tools, Options, Print, and de-select the Pop-up Link Text under Show. When I perform a query, the number of hits does not show in the Contents view, how can I get them to show up? Go to Tools, Options, Contents, and select Query Results under the Show heading. During the installation or updating of an infobase the following error message appears on the screen An error occurred during the move data process. This error generally occurs when there is not enough space on the drive where the file is being copied. You can check the amount of free space on your drive by going to Windows Explorer, right clicking on your drive and looking in Properties. If there is not enough space on your hard drive for the new infobase, you may want to free up some space. If this message occurs when doing an update, you can delete the current version of the infobase located in the NFO directory on your drive, and empty the Recycle bin. This will generally free enough space for the new infobase to be copied. What do I need to do to reinstall the Virtual Professional Library (VPL) to a new computer? To install the VPL to a new computer, use the latest DVD you received and follow the instructions in the User Guide for First-Time installations, using your customer number to install the infobases. If you subscribe to more than one title put a check mark next to all of your titles on the Components screen. If one of your titles does not appear in the Components list, please call CICA Technical Support. What do I need to do to setup a new workstation? When both Folio Views and the infobase(s) are installed on your network, follow Part C - Setting up the Workstations, found under the section First-Time Installation Instructions. Run the setup.exe file located in the Network folder. For additional information refer to the Workstation install section of the user guide.
When doing a workstation setup, why do I get the error message, "An error occurred during the move data process -113."? This error occurs when the ctl3d32.dll file on your system is of an older version than the one used by the program. You will need to make a copy of the ctl3d32.dll file located in your server:\cica\folio\win9xnt\views\winsys\win9x, and paste it in C:\Windows\System. When it asks you to confirm, make sure the file you are replacing is an older one and proceed. Can I have more than one type of installation on my computer? No, the program was designed to accommodate only one type of installation and you must choose between Local or Network. Why does my computer freeze up at 1% when I m doing my monthly update? Your system will freeze up because you do not have enough space for the installation or your anti-virus program is running in the background. You can check the amount of free space on your drive by going to Windows Explorer, right clicking on your drive and looking in Properties. If there is not enough space on your hard drive for the new infobase you may want to free up some space. If this message occurs when doing an update, you can delete the current version of the infobase located in the NFO directory on your drive, and empty the Recycle bin. This will generally free enough space for the new infobase to be copied. If you have sufficient space, it may be your anti-virus program that is stalling the installation. Please close the anti-virus software and resume the Virtual Professional Library setup. Is the VPL compatible with Windows 2000, XP and Mac? VPL will install only on Windows platforms 2000 and above. The DVD is spinning in the drive but nothing is being installed, what should I do? Remove the DVD and check it for scratches and/or debris. Try cleaning it and if it still doesn’t work, please call us to request a new DVD. Can I install Folio and the infobase on separate drives? No, it is very important to install both on the same drive. Why are my newly purchased infobase icons missing from my desktop? When you have a network installation and you install a new infobase, the icon will not appear automatically on the workstations. You have to complete Part C - Setting Up the Workstations on every workstation that requires access to the new infobase. Run the setup.exe file located in the Network folder. For additional information refer to the Workstation install section of the user guide. Can I read the infobase from the DVD? No, the infobases on the DVD are compressed and require installation onto a network or local drive in order to be readable.
How do I remove the VPL (Folio Views and the Infobases) from my computer? Go to start menu/ settings/ control panel/ add remove program (Programs and features in VISTA). You will find 2 programs: the first one called Virtual professional library and the second one called Virtual professional library-infobase-. It is very important to remove Virtual professional library-infobase- first and then remove Virtual professional library. |