First, make sure that you have an active connection to the internet. Open your internet browser and make sure you can see a few different pages. If you use dial-up, make sure you have initiated a connection.
File too busy
If you encounter this error repeatedly, report the situation to your host company. This can occur when a client loses connection while a file is in an "open" state. The file will remain open (and unavailable to all users) until their inactive session is cleared from the server. The server will eventually clear itself. But a resolution to the problem may be quicker if the situation is reported.
Messages similar to the one above mean that the file referenced (C:\\Program Files\\APPS Inqiry\\sp2unbuf.dll) is corrupt. Certain files must be located on the client computer. They are included in the initial installation and/or are automatically copied from the IMT server to the client computer. If a newer version needs to be copied to the client, it is done automatically. When this is occurring, the client will see the Auto Version Control window. Some files take a few minutes to load. If the Auto Version Control window is closed or if connection is lost during the copying, an incomplete version of the file remains on the client's computer. The incomplete file (or "Bad Image") needs to be deleted from the client computer. When the thin client connection recognizes that it is missing, it will re-copy it to the client. In certain instances when running from a desktop icon, reinstalling may solve the problem. Use the Install APPS Internet program.
Locating and Deleting files
When the client is connecting from a desktop icon (as opposed to connecting from within an internet browser), the following technique is an easy way to locate files that need to be deleted:
- Right-click on the APPS Inquiry desktop icon
- Point at Properties and Left-click
- Within the window that pops up, Left-click on the Find Target button
- This will open a window showing the installation folder. Locate the file to be deleted (they are usually in alphabetical order) and Right-click it
- Left-click on Delete
The technique of HTTP Tunneling allows the thin client traffic to appear to internet firewalls and routers as regular internet traffic. This may be necessary if the client's internet connection is restricted. If the client is connecting from a desktop icon, tunneling can be enabled by editing the file called sp2tc.ini that is located in the installation folder. Within the [ClientConfig] section of the file, remove the "x" at the beginning of the line reading xProxyServer=www.imt-insurance.com. Also, check to make sure that the "Port=" is set to 80 in the [ServerConfig] section.
If the client is connecting from an internet browser, a file with the same name (sp2tc.ini) and containing the same information referenced above may be created. This file needs to be located in the same folder as the rest of the downloaded thin client files. Generally, this folder is C:\\IMTIns. However, it may be different. Check with your host company if you do not see this folder. Or, if you are running Windows Vista, the files may be in a folder such as "C:\\Users\\UserName\\AppData\\Local\\Microsoft\\Windows\\Virtualized\\C\\Users\\UserName\\Desktop".
Occasionally when printing, this error may be displayed. Respond "No" and printing should continue normally. This can occur when thin client is attempting to access and copy part of a form to the client. Before the copy has completed, the program attempts to use the form and the error is generated. By the time the client responds "No", the file copy has usually completed.
Quote and Application Printing problems
If the printing appears to "hang" or produces blank pages for Quotes or Applications, locate and delete a file named quoterpr.pan on the client computer.
Running from an Internet Browser
The technique for the thin client connection in these types of instances is markedly different than running from a desktop icon. If problems are encountered connecting within a browser here are a few things to check and try:
- Manually load the ActiveX control that is required using the Manually Install APPS Internet Active X component program. This is necessary to make a connection. Depending on browser settings, you may be prompted to load it. However, due to heightened internet safety settings, your browser may refuse to even attempt to load the control. This control is completely safe to load on any computer.
- Can the client install a desktop icon and connect that way? If so, it points to either an issue with the ActiveX control or with the htm used to connect. Have the host company contact us here at IMT.
Think of the connection between you and our Server as a telephone call. Problems can show up in any number of ways. In our environment, they will often be accompanied by a code that is meant to pinpoint the reason for the disconnect. These codes are usually in the form of 100??.
The codes obviously don't reveal a great deal of information. For the most part, though, the reason boils down to one of the following:
- Our server is down (our phone is broke)
- Our server is not "listening" for connections (our phone isn't set up to receive calls)
- Something on your computer caused it to give up on the connection ("Can you hear me NOW? No? Then Good-bye")
- Something on your computer refused to let the communication take place (You can't call a "900" number, etc.)
If the situation is caused by reasons 1 or 2, we should become aware of it soon and get things back up and running. However, 99.9% of the time it is reasons 3 or 4 . Not what you wanted to hear, right? What might be happening?
Check your virus scanning software and/or firewall settings. Firewalls could be set-up on your computer or for your entire network or both. Is there a setting that may be blocking outgoing tcp/ip packets? Make sure the program sp2tccli.exe is set as a "trusted" application if necessary. Perhaps the time-out period on your firewall needs to be adjusted so that it doesn't disconnect after a long period of time with no data transfer. Click for instructions for checking your antivirus settings.
Open a Command Prompt and try to Ping our server by typing in "Ping www.imt-insurance.com". Does it respond? If not, then your traffic can't get to our server. A problem such as this could lie anywhere between you and our server and may be essentially out of your hands.
Another problem may be some software that is already running on your computer and "using the line". You can use the command "netstat -a" to see what is running and which port it may be using.