Abacus Evolve I-Planner Technical Product FAQs
Important:
Please be advised that all of the following FAQs are for the V2.0 of the I-Planner. If you are still using the V1.0 CD's then please contact our Software Support Team to obtain the free of charge upgrade.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
Microsoft Windows Vista compatibility?
Symptom(s):
When trying to install the I-Planner on to a machine using Windows Vista, the below error message appears.
Cause:
Unfortunately the I-Planner was developed back in 2005, even though we took in to consideration to ensure that the I-Planner would work on all current Windows Operating Systems, during the time of development no information about Windows Vista was available.
The cause for the software not being compatible with Windows Vista is due to the MSDE database that it uses (MSDE 2000), Microsoft have since announced that only SQL Express 2005 will work with Windows Vista. The other issue is again the I-Planner uses the .NET framework 1.1 and this version is also no longer supported on Windows Vista.
Resolution:
At present there is currently no possible way to get the I-Planner working on Windows Vista, however please be assured that we are aware of this problem and are doing our up most to find a solution.
Due to the complexity of the database being used, this may take some time before a solution can be found. We also took into consideration the BTECA report, please find a quote below from BETCA:
If any institution has a need for early deployment, (of Vista), it should ensure that it has fully and carefully considered the issues identified in the interim report including technical, financial and organisational implications for the institution to any proposed deployment. (BEC1-15465 Published 8 January 2007)
Note: I-Planner plans that are exported to Word will be compatible to work on Windows Vista.
Once we have any further updates about the re-development of making the I-Planner compatible with Windows Vista it will be updated here, so please keep checking this page for future updates.
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"Error: 0x80040707 - Unhandled Exception. DLL Function call crashed - test instance login"
Symptom(S):
When trying to enter in a serial number to install an additional year level of the I-Planner, the following error message appears.
"Error: 0x80040707 - Unhandled Exception. DLL Function call crashed - test instance login"
Cause:
This error only appears when a previous year of the I-Planner is installed and an additional year is being added. e.g. year 3 is installed and year 6 is being added.
It occurs because when the previous year was installed not all the required files were copied from the installation CD-ROM or were not correctly registered.
Resolution:
The only solution we have at present is to remove the previous I-Planner installation(s) and then reinstall the software – you should then be able to add additional years without any problems.
In order to successfully un-install the I-Planner please click here to be taken to the un-installation page.
Note:
When attempting to remove the previous installation the same error message will appear when trying to remove the entry: Abacus Evolve I-Planner Server from the Add/Remove Programs utility. (The Client installation will remove without any problems). Simply remove the Microsoft SQL Server Desktop Engine (HALLEY) before removing the I-Planner software. However when attempting again to remove the I-Planner entry it will still throw up 2 error messages; one saying it can't find the database and then one asking the user to restart their machine and try again – provided you click OK to each of these the software will continue and successfully remove itself. You should then restart the machine and reinstall the software.
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"Error 1327 or Error 1324, Drive N:\My Pictures could not be found"
Symptom(s):
While trying to install the Interactive Planner to a workstation running Windows XP the following error message appears.
"Error 1327 or Error 1324, Drive N:\My Pictures could not be found"
Cause:
This is caused by a corrupt setting in the Windows registry which means that the 'shell folders' used by Windows have been incorrectly set to a non-existent location on the computer.
Resolution:
Due to the complexity of the this resolution, it is advised that our Software Support Team are contacted on the below details.
However before calling please ensure you have access to the workstation with Administrator rights.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: Application has generated an Exception"
Symptom(s):
When using the I-Planner the below error message occurs, this error appears when double clicking on the desktop icon trying to load the program.
Cause:
This error is caused by a fault with the Windows operating system. The I-Planner uses the .NET Framework Version 1.1 and makes use of a feature of this framework called Performance Indicators.
The machine in which the I-Planner has been installed on the performance indicators have stopped displaying the correct information, this could be caused by something which has gone wrong with the computer's Windows installation, or possibly due to some other hardware problem.
This problem will not only affect the Interactive Planner, but any other .NET Framework applications you try and install in the future (which make use of the Performance Indicator facility).
The first screen shot below shows a problem performance counters, and the second screen shot shows normal (correct) performance counters.
Resolution:
This resolution is for the I-Planner V2.0 CD's only. If you are still using the V1.0 CD's and getting this error please contact our Software Support Team on the below details before proceeding with resolution steps provided below.
In order to check the performance counters please follow the steps below:
1. Navigate to Control Panel
2. Double-click on Administrative Tools
3. Double-click on Performance
4. Click on the '+' symbol above the chart area
5. This will open the 'Add Counters' dialog box
6. Under the 'Performance Object' drop down list, please compare the list to above screen shots
If your performance counters are showing the incorrect information as shown above, unfortunately this is a problem with the machines Operating System. Due to this there is only 2 resolutions to offer.
Firstly please try to attempt a repair of the Windows installation to fix the problem with the performance counters.
Secondly, try reinstalling the Windows Operating System from scratch (a format of the hard drive maybe required), Please back-up all necessary programs and files and then the Windows operating system can be fully reinstalled.
The following is a link to a Microsoft Support article about this problem and includes a suggested solution.
http://support.microsoft.com/kb/248993/
Note: We will not accept any liability of the reinstallation of a computer Operating System. This information is provided for guidance only and should be attempted at the owners risk.
If after the reinstallation of Windows or following the above article from Microsoft did not fix this problem, please contact our ICT Support Team who will be able to advise of the next step.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: CLR Error 80004005"
Symptom(s):
When trying to launch the I-Planner the below error message keeps appearing.
Cause:
This error is caused by running the I-Planner application in a Windows XP environment, but the workstation settings are set to run applications within a different Operating System.
Resolution:
This can be resolved by changing the following setting:
1. Right-click My Computer
2. Choose Properties
3. Select the Compatibility tab
4. Ensure the Compatibility Mode tick box is un-ticked
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"Error: Cyclic Redundancy Check, CRC Error"
Symptom(s):
While installing the I-Planner software from the CD-ROM you may receive the below error message.
"Error: Cyclic Redundancy Check, CRC Error"
Cause:
This is caused by the computer as it is unable to read the CD-ROM correctly. This could be caused by a faulty CD-ROM drive, a corrupt copy of the disc, or more likely, dirt or scratches on the data surface of the CD-ROM media.
Resolution:
Firstly please try the CD in a different CD-ROM, to eliminate this as being the cause of the problem.
If the error persists, inspect the disc's data surface and establish whether there is any dust, grease or scratches present. If so, you may be able to clean the surface.
But If this still does not resolve the issue, or if the disc is badly scratched a replacement copy of the CD can be obtained.
To request a replacement CD, please contact our Software Support Team on the below details.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: Cannot find service for instance (MSQL$HALLEY)"
Symptom(s):
When trying to install the I-Planner the below error messages keep appearing.
Cause:
This is caused by a failed earlier attempt of installing the I-Planner. These error messages will occur if the I-Planner has been installed and then removed. It is due to remnants of the database are still installed on the workstation.
Resolution:
In order to fix this problem, all instances of the SQL database need to be removed. There will be an entry in Add or Remove Programs list for the I-Planner MSDE, and this will need to be removed before the re-installation of the software can be carried out.
Please browse to the Add or Remove Programs list that can be found under:
1. Start Menu
2. Control Panel
3. Add or Remove Programs
Check that the entries below have been removed. It is imperative that the above are removed in the order shown. It may be that not all of the entries are listed.
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Abacus Evolve I-Planner Client
-
Abacus Evolve I-Planner Server
-
Microsoft SQL Server Desktop Engine (HALLEY)
Then check that the install folders have been removed. If the software has been installed to the default location these folders can be found at:
Lastly the software's registry keys will to be checked and removed if necessary, but due to the complexity of the step, our Software Support Team will need to be contacted on the below details.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: I-Planner failed to connect to the Evolve Datastore"
Symptom(s):
When trying to launch the I-Planner the below error message keeps appearing.
"Error: I-Planner failed to connect to the Evolve Datastore"
Cause:
This is caused by settings being changed to the SQL server, there are two possible resolutions please see below.
Resolution:
Resolution 1:
The I-Planner uses a SQL server instance. If this is not running correctly while trying to use the software then the above error will appear.
Please follow the instructions below to ensure the SQL server is running.
-
Right click on the SQL icon that appears in your notification tray (bottom right of your screen)
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Select 'Open SQL Server Service Manager'
-
This dialogue box will appear
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Click the 'Stop' button, wait for it to stop and then click the 'start' button.
-
After completing this try and start up the software again.
If the same error message appears, please follow instructions in resolution 2.
Resolution 2:
In the event that Resolution 1 does not solve the problem, it is likely that the name of your computer has been changed. If your computer/laptop has had its name changed after the installation of the I-Planner, this will break to link to the I-Planner database and cause an error.
This resolution requires the registry keys to be edited, therefore it is advised that our ICT Support Team are contacted to talk you through these steps. However before calling please complete the steps below.
Once you have made a note of the computers name, now please call the Software Support Team to complete the procedure.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: Instance path data file not found or invalid"
Symptom(s):
NETWORK INSTALL ONLY:
When trying to run part 2 (client install) of the installation the below error message keeps appearing.
Cause:
This is caused by the client install setup.exe being launched from the CD-ROM, instead of from the client install folder created on the workstation/server.
Resolution:
Please close down the setup program and browse to the install location on the server and run the client install setup.exe from here.
The default location for finding the setup.exe is at:
-
C:\Program Files\Abacus Evolve Teachers\Abacus Evolve I-Planner Server\Abacus Evolve I-Planner Client
Note: This is for V2.0 of the I-Planner, if you are still using the V1.0 CD's please contact our Software Support Team.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: Microsoft SQL-DMO (ODBC SQLState:HYT00)"
Symptom(s):
When trying to install the Abacus Evolve I-Planner the below error message keeps appearing.
"Error: Microsoft SQL-DMO (ODBC SQLState:HYT00) - {Microsoft}{ODBCSQL Server Driver} timeout expired"
Cause:
This error will only occur if you are trying to install the I-Planner onto a machine that is not part of a network (domain) or workgroup.
Resolution:
To resolve this issue 'Simple File Sharing' needs to be enabled, please follow the instructions below.
1. Open up My Computer
2. From the menu bar choose Tools
3. Select Folder Options
4. Click on the View tab
5. Scroll to the bottom of the list and tick 'Use simple file sharing'
6. Press OK to confirm the changes
Once this has been applied the I-Planner will need to be re-installed. Please check in the Add/Remove Programs list, found in the control panel and ensure the below are removed.
-
Abacus Evolve I-Planner
-
Abacus Evolve I-Planner Server
-
Microsoft SQL Server Desktop Engine (HALLEY)
It is imperative that the above are removed in this order. Once all of the above have been removed now please try and re-install the I-Planner.
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"Error: Object reference not set to an instance of an object"
Symptom(s):
While using the I-Planner the below error keeps appearing, the error either appears when launching the software or when trying to access one of the plans.
Cause:
Unfortunately we were not aware of these errors until after the software had been published. They are mainly caused by the SQL database becoming corrupt.
Resolution:
Unfortunately the only resolution is for a re-install of the I-Planner. Please follow the un-install instructions found by clicking click here. If you have any queries regarding this error, then please do not hesitate to contact our Software Support Team.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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"Error: Setup was unable to create the Evolve database"
Symptom(s):
During the installation of the Abacus Evolve I-Planner, the below error message appears. This message appears, straight after the Setup Status has been completed.
"Error: Setup was unable to create the Evolve database"
Cause:
This error could be caused by several things, File and Print Sharing for Microsoft Networks not being enabled or even Windows Firewall being enabled. In order for the installation to complete, these settings must be modified.
Resolution:
File and Printer Sharing:
In order for the installation to complete successfully, please check that File and Print sharing is enabled. This can be done by following the below instructions.
1. Click on Start
2. Choose Control Panel
3. Double-click on Network Connections
4. Right-Click on the Local Area Connection Icon
5. Select Properties from the list
Under the section 'This connection uses the following items:'. Please ensure 'File and Printer Sharing for Microsoft Networks' is showing in the list and the tick box is ticked.
If this is not showing, please follow the further instructions below.
1. Click on the Install button
2. Select Service and press the Add button
3. Select and Highlight File and Printer Sharing for Microsoft Network
4. Press OK to confirm the changes
Windows Firewall:
Please disable the Windows firewall as this will prevent the I-Planner database from being installed. The Windows firewall can be disabled by following the below instructions.
1. Navigate to the control panel
2. Double-click Security Center
3. Click on Windows Firewall
4. Select the option 'Off'
Note: Any third party Antivirus or firewall software will need to be disabled during the installation of the I-Planner.
SQL Database:
If there is already another instance of a SQL database running on the same machine where you trying to install the I-Planner. This will also need to be disabled/services stopped.
The current installation will need to be aborted and started again.
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"Error: Source file not found"
Symptom(s):
During the installation of the Abacus Evolve I-Planner, the below error message keeps appearing.
"Error: Source file not found"
Cause:
This is caused when the installation has taken part via a remote session or over a network share. Unfortunately the I-Planner CD-ROM, needs to be in the CD-ROM drive of the Workstation/Server to where is is being installed too. This is due to the SQL Server instance that is being used.
Resolution:
Please abort the installation currently process and place the I-Planner CD-ROM in the CD-ROM drive of the Workstation/Server, now please start the installation again.
If this still fails to resolve the problem, please contact our Software Support Team on the below details.
Submit a technical query to the Support Team by clicking here
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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Cannot maximise the planning screen?
Symptom(s):
The Abacus Evolve I-Planner Software does not fill the whole of the screen. It is only showing in a small view window?
Cause:
So as not exclude schools running higher screen resolutions, the I-Planner was developed to fill only a screen running at a resolution 800x600 pixels.
Resolution:
Unfortunately the I-Planner cannot be maximised if running a higher screen resolution of 800x600. If it is required that the I-Planner needs to fill the entire screen, please change the screen resolution to 800x600. To do this please follow the instructions below.
1. Navigate to the Control Panel
2. Double-click Display
3. Click the Settings tab
4. In the Screen resolution section move the slider bar to 800x600
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Freezes when trying to export weekly plan?
Symptom(s):
When trying to export a weekly plan, it keeps freezing during the process on 'Building Report Scheme'
Cause:
This is caused by either the current installation of Microsoft Word has become corrupt, Microsoft Word is not installed or the incorrect version is being used. As stated in the minimum requirements Microsoft Word 2000 or higher needs to be installed.
Resolution:
Please check if Microsoft Word is installed and which version is being used. This can be done by following the below instructions.
How to check if Microsoft Word is installed:
1. Go to Start
2. Select All Programs
Does Microsoft Office appear on the list? If no Microsoft Word is not installed. A Microsoft Office 2000 or above CD-ROM will need to be obtained in order to install Microsoft Word.
How to check which Version of Microsoft Word is being used:
1. Open up Microsoft Word
2. From the Menu Bar select Help
3. Select About Microsoft Office Word
From this screen it will state which version is being used. Please ensure this is 2000 or above.
If both steps above are correct on your machine then a 'Repair' will need to be performed with Microsoft Word.