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Troubleshooting MAYSIWARE
   
 
I am having trouble with my installation, what can I do?
 
If your installation rolls back and won't complete, then either your antivirus or security settings are preventing the full install of MAYSIWARE and/or SQL. Check to see if you have a firewall or antivirus software blocking the installation. You may have to temporarily disable your antivirus for installation.
   
 
I am having trouble with networking what can I do?
 
First, make sure that an IS/IT person is networking as they need to make sure to secure your network so that SQL does not make it vulnerable to viruses. If you are an IS/IT person and are having problems with your MAYSIWARE "server" computer connecting to your MAYSIWARE "client" computers, then make sure you do not have a firewall or antivirus software blocking the clients from connecting with the server. If you have Windows XP SP2, you will most likely have to open a port in your firewall to allow MAYSIWARE/SQL server to get through. If you go to Database Manager you will see the port number listed. These instructions are contained in the MAYSIWARE User's Guide, so please follow the instructions listed in the Guide. If a facility decides to network, they are doing so at their own risk and it is up to the facility to trouble-shoot and to get the MAYSIWARE network up and running, we will not offer assistance in trouble-shooting networking difficulties, that is completely up to your facility.
   
  If I don't think my install went right can I uninstall and reinstall MAYSIWARE?
 
DO NOT UNINSTALL!!! Uninstalling/Reinstalling can be tricky because of SQL Server, so there is no reason to do this. If you are having trouble with your installation please contact nysap@umassmed.edu, please do not uninstall and reinstall as this may cause greater problems.
   
  What if I get an error message while using MAYSIWARE?
 
First, you should check for updates and see if downloading the updates fixes your problem (someone with administrator rights to the computer will need to do this). If the update does not fix your problem, then e-mail nysap@umassmed.edu with the exact details of how this error appeared (what you did to get it), if you have received the error more than once, and what the error says. We will need as much information as possible to help you resolve the problem you are having.
 
 
I received a CR Viewer error when trying to view a report through cases, how do I fix this?
This error is easily fixed, by checking for updates. Once you check for updates and are running the latest version of MAYSIWARE, this error will disappear.
 
I keep receiving an ODBC error – cannot connect to SQL database. Why am I receiving this error and how can I fix it?
There are a few possible reasons why you are receiving this error. You will need to troubleshoot to determine which of the following reasons is causing you to receive this error:

1) If you are trying to network your computers and you receive this error on a client computer, check the following:

a) make sure you have installed MAYSIWARE on the computer that is acting as the local database server.

b) make sure that the computer that is acting as the local database is turned on and that SQL is running ( you should have the SQL box in lower right hand corner of server computer with the green arrow)

- if the SQL icon is not there - you will need to restart the computer

- if SQL icon has a red circle, you will need to click the icon and start SQL

- if you do not have SQL on the computer, then you did not install the computer to act as the local database computer and you will need to make sure you install a computer and select the local database option and then configure it to be the local database.

c) Make sure XP SP2 firewall port is open(see MAYSIWARE User’s Guide for instructions for opening the port or turn the Windows firewall is off) on both client and server computers (if you have XP SP2 on these computers)

d) You can try resetting the client database by clicking c:/programfiles/maysiware/tools/setup.exe and then select network database.

e) If none of those options work, make sure that the facility does not have other security settings that is blocking the client from accessing the server.

2) If you are not going to network your computers and you receive this message on your local database computer, you will need to figure out what happened:

a) One possible explanation is that you did not install the software as a local database and also configure it as a local database. If you did not do both of these things, then MAYSIWARE thinks you are trying to set up a client computer and SQL was never installed on the computer.

b) During installation, the MAYSIWARE install rolled back (it would tell you it was rolling back and it would make you click OK). If the MAYSIWARE installation rolled back, this would have occurred if your antivirus software blocked the install or other security settings did. You can try disabling your antivirus and try to install and see if it works. If not, you will have to troubleshoot your other security settings.

c) You installed correctly, but SQL is either not open or is stopped. Try restarting your computer and see if the SQL icon pops up on your desktop tray next to the time clock. If it does, make sure it has the green play arrow. If instead it has a red stop sign, turn the SQL to play.

d) If none of these solutions resolve your problem, then e-mail NYSAP at nysap@umassmed.edu and explain your problem in detail and also what you have done to troubleshoot your problem to this point.

 
I am having trouble downloading the updates. What is causing this?
Make sure that you are connected to the internet and also make sure that your internet security settings are allowing you access to active ftp. You can also put our ftp and our website in your list of trusted sites (www.maysiware.com and ftp://www.maysiware.com).

If the updates fail it is because either you do not have access to active ftp (you should make sure to put www.maysiware.com in your safe sites list), your antivirus software is blocking the update, or someone hit "block" when the Windows window came up asking to allow the program MAYSIWARE.

When facilities run into this problem, it is usually because someone at that site clicked to "block" the program when a Windows message came up or it is due to their antivirus software.  The software downloads over the standard FTP port 21, but it is an outgoing connection, so you should not need to open any ports in your firewall for the updates.  If you have any antivirus or security software installed, it may be blocking all internet traffic from MAYSIWARE.  When you run a program that accesses the internet, usually windows or a security software will ask if you want to allow traffic, it's possible someone at your site clicked Block when that question was asked.  You should go through windows and any security/anti-virus programs you have and make sure it's not blocked, or add an exception.

All reasons for the updates being blocked or "failing" are due to some type of security issues at the individual site. Because these issues are extremely idiosyncratic and vary from site to site, NYSAP cannot assist your site in identifying what security issues at your site are causing the updates to be blocked. Any sites that have had this problem have eventually resolved it by checking into the above or by realizing a filter between their computers and firewall was blocking access, but again it is the site's responsibility to identify what the issue is.

Some sites have found a filter between the computer and the site's firewall and the filter was blocking some internet traffic. you will have to have your IT personnel remedy this situation.