Trouble

Intro to Troubleshooting

Intro to Troubleshooting

In case of difficulty with Info Select first refer to the Troubleshooting sections at the end of the relevant chapter. For example, for problems printing, first see the Printing chapter. Then review the next sections.

Common solutions

Common solutions

Many problems that are not related to specific features of Info Select can be solved through one of the following methods. Do not perform any steps with which you are uncomfortable. First try these solutions:

Summary Details
Close IS Close and reopen Info Select.
Shut down Restart your computer.
Close apps Close all other applications, tray tasks and background utilities temporarily.
Rename
INI
Close Info Select and rename C:\Info Select G2\InfoSelect.ini to InfoSelect.sav to reset all options. If this solves the problem, you may want to restore the InfoSelect.INI file from a backup by choosing Menu Ribbon | Home | Options | Defaults | Restore Program Settings, or cut and paste sections of InfoSelect.SAV back to InfoSelect.INI to restore settings.
Meter Choose Start | Programs | Accessories | System Tools | Resource Meter and make sure resources are not running low (below around 15% free). If they are running low, close some applications or reboot your system.
Regional In Windows Control Panel, set Regional Settings to English United States.
Alternate
application
If you have another application that has a function similar to the one you are having difficulty with, try that function in the other application to determine whether the problem is system-wide or isolated to Info Select.
System time Make sure your system time and date are correct.
IE5
Norton
If you are using Microsoft Internet Explorer 5 beta or Norton Crashguard, there may be incompatibilities with Info Select. Make sure you have the latest release of these programs.
Rename
Overview
If you cannot open Info Select, use Windows Explorer to rename Overview.wd3 to Overview2.wd3 and re-run Info Select. If this allows you to run Info Select (although no data will show), the overview files was corrupt and should be restored from your backup.
Drivers Problems relating to peripheral devices (printer, video, etc) can sometimes be resolved by going to the manufacturer’s or vendor’s web site and looking for updated drivers.

If Info Select locks on start up consider these options:

Summary Details
Disable showing Ticklers on start up Uncheck the Menu Ribbon | Home | Options | Calendar | Alarm | Show Text Ticklers on Startup option
Change or disable your default printer Temporarily disable your default printer by choosing Start | Settings | Printers and deleting the default Printer icon. Or, if you are using several printers set another printer as default.
Disable the Network printer If you are using a Network printer you can temporarily disable it by choosing Start | Settings | Printers and deleting the Network Printer icon.

If the above solutions are unsuccessful, try the following:

Summary Details
Reinstall IS Reinstall Info Select (your data will be preserved). For a true reinstall, delete your non-data files before reinstalling. If you encounter difficulties after installing another application, it may be because Info Select uses a newer version of MFC71.DLL. Some setup programs incorrectly replace a newer version of this DLL with an older version. Reinstalling Info Selectwill correct this.
Clear Registry

Run regedit (choose Start | Run... and type “regedit”). Search for the key named HKEY_CURRENT_USER\Software\Micro Logic. Delete this key and then try to start Info Select.

Redownload If you downloaded Info Select, try downloading again or with a different web connection (such as from an co-worker’s computer).
Upgrade Upgrade to the most current version. Minor upgrades can be downloaded at no charge at www.miclog.com.
MSconfig Use msconfig.exe (supplied with Windows) to start your system with no other apps running to isolate software conflicts – see msconfig help for details.
RegClean Clean the operating environment using such tools as RegClean (available at www.microsoft.com), running a virus scanning utility, etc.
Alternate
CPU
Install Info Select on a different computer to see if the problem is related to Info Select or the computer system.
Copy DLL files from an alternate CPU If Info Select runs on one machine and not another, consider copying the DLL files needed by Info Select from the working computer to the other computer. First backup the DLL files on the computer which does not run Info Select in case you want to restore the DLL files for sake of another application.
Assert For General Protection Faults and other crashes it may help to provide an Assertion Log (internal information) to tech support. 
More memory Some problems can be resolved by installing more memory in your computer. More memory can also increase the speed of your computer.
Windows Reinstall Windows.
Data Recovery

Data Recovery

In the unlikely event of lost data or data corruption resulting from hardware failure, media failure, power glitches, etc., consider the following remedies.

Upon loading a corrupt file, Info Select will display a warning message that the file is corrupt and a salvage will be attempted. A topic labeled Recovered Data will contains recovered items. You can move recovered items to their original location. Also you can try the steps below.

Prior to working with files, in Windows Explorer, uncheck  Tools | Folder Options | View | Hide extensions for known file types.

IMPORTANT: First make a duplicate copy of your Info Select directory or the relevant data files (mainly those with extensions wd3, bak). This will protect you from further problems that could result from the process of trying to restore your data.

Summary Details
Search If you can run Info Select, search for the data you think is missing and be sure to read and understand any status text shown in the search dialog.
Recycle Bin Check the Recycle Bin which might contain deleted files.
Closed files Open any closed (grayed out) Files listed in the Selector to see if they contain the lost data.
Disk files Use Menu Ribbon | Home | Open… to open any wd3 Files on disk.
BAK Close Info Select. Rename the corresponding .wd3 File to .sav and Rename .bak to wd3.
Backup Restore your data from a backup. Data not placed in a specific file would be stored in Overview.wd3, so be sure to restore this file.
Norton Antivirus If you are running Norton Antivirus, consider disabling the Script Blocking feature to prevent Norton Antivirus from corrupting Info Select data files.
ScanDisk Run Windows ScanDisk to verify the integrity of your hard disk. If it finds lost clusters, you may be able to edit those files to find some of your lost text.
Find files Choose Start | Find | Files or Folders to search your entire drive for a relevant phrase that would be found in the missing data. Also search your local or network drive for *.wd3 files.
Notepad You may be able to retrieve some information from a corrupted file by opening the file in a text editor like Notepad or Wordpad.
Rename
Overview
If you cannot open the Overview, use Windows Explorer to Rename Overview.wd3 to Overbad.wd3, rerun Info Select and try to Menu Ribbon | Home | Open… some files.
Reboot Try rebooting your system and opening files again.
Try another CPU Try to load your data files on another computer. This may eliminate problems connected with the OLE system. Move the items containing OLE objects or images into a separate file. Save your data files and try to open them on the alternate CPU.
Undelete & scan As a last resort, considering using one of the utilities that can undelete certain files. Such utilities can also usually scan your hard disk at a low level given a text phrase from a missing file. If the utility finds a file or file fragment, you may be able to recover some or all of your data.
Single item corruption If a single item in the Selector is causing trouble try deleting it. If you can’t select it, move all sibling items to another Topic and then collapse and delete the parent Topic.
Try newer version if IS Newer version of Info Select handle unusual data better than earlier versions. If you are using an older version of Info Select consider trying to load your data with the current version of Info Select.
Send data for repair Micro Logic programmers can often recover most of the data in a corrupt file. The methods used are time consuming and should be your last resort. This service should be used only if your data is not confidential. There is a fee of $250 for this service which is billed only if more than 75% of the data that exists in the corrupt file is revived. To proceed with this option contact Micro Logic (see miclog.com) with your credit card information. Instructions on where to e-mail your file will be provided.

Defensive measures

  • For recurring problems, try to determine if the problem coincides with the use of any features of Info Select or other software applications or system freezes caused by other applications or screen savers.
  • If you are running Norton Antivirus, consider disabling the Script Blocking feature to prevent Norton Antivirus from corrupting Info Select data files.
  • If power failures are frequent, consider installing an Uninterruptible Power Supply (UPS).
  • Increase the frequency with which you make backups.
  • Enable Menu Ribbon | Home | Options | Saving | Auto SaveCreate Backup.
  • When you close Info Select and Windows, make sure the closing process completes.
  • See Protect your data.

[:] To undo deletions or changes:

There are several possible methods you can try, in the following order:

  • Immediately after the deletion, select Edit | Undo.
  • In the Selector, choose a File and then choose Menu Ribbon | Home | Open | Revert to load the last saved copy of the file.
  • Exit Info Select, go into Explorer and see if you have a file with a .bak extension that is newer than the same file with a .wd3 extension. If so, rename the .wd3 file to a .sav extension (in case you want to reverse this process). Then rename the .bak file to a .wd3 extension. Go back into Info Select and see if your data is restored.
  • Restore data from your backup.
Specific Problems

Specific Problems

This section reviews some particular situations that can resolve specific difficulties.

Data files are “Read-Only” after copying from a CD.
Can’t install
Info Select keeps asking for activation password
Info Select tries to access the Internet
Fixing the launch icon shortcut
System and Info Select time differ
Temporary Freeze
Settings are not saved
New items contain unwanted information
Selector is empty – I don’t even see Overview
Files are closed on startup

Also see the feature sections

In case of difficulty with Info Select first refer to the Troubleshooting sections at the end of the relevant chapter. For example, for problems printing, first see the Printing section.

Data files are “Read-Only”   after copying from a CD.

Find the copied file in Windows Explorer. Right click on the file and choose Properties. Uncheck “Read-Only” and click OK to confirm. Also see here.

Can’t install

Try installing on another computer to determine whether your install file is good.

Info Select keeps asking for activation password

Make sure that you have the appropriate rights to access the registry on Windows NT, 2000, XP, Vista and Windows 7. Start Info Select under the Administrator account and re-enter your activation password. Make sure that your system date is correct.

Info Select tries to access the Internet

Uncheck all checkboxes under Menu Ribbon | Home | Options | Updates. Also, make sure that no e-mail account is set to check e-mail automatically.

Fixing the launch icon shortcut

The launch icon shortcut is the icon or Start menu item you select to launch Info Select. If Info Select launches but you cannot see your data or you see the wrong data, you may need to change the shortcut:

  1. Right-click the Start button and select Open.
  2. Double-click Programs.
  3. Right-click the Info Select icon.
  4. Select Properties | Shortcut.
  5. Set the Start In box to the directory containing the desired Overview.wd3 File. Start In should be something like (include the quotation marks): “C:\Info Select G2” or “C:\Data\Info Select G2”.
  6. The target should be something like (include the quotation marks): “C:\Info Select G2\Info Select.exe”

System and Info Select time differ

In Windows | Control Panel | Regional Settings, change the time settings to the wrong time; click Apply, change to the correct time; and click OK.

Temporary freeze

Possible reasons Info Select might pause with no response include:

  1. Network is down
  2. Checking for Internet e-mail
  3. Checking for LAN e-mail
  4. Performing a function on a large amount of data

Settings are not saved

Some settings and options are saved in a special file is.ini and some are saved in the Windows registry. Make sure InfoSelect.ini is not read/only and that the workstation has read/write access to the registry.

New items contain unwanted information

Create a new item and delete the unwanted information. Then choose Menu Ribbon | Home | Options | Default Template and click Set Default Template twice.

 Selector is empty – I don’t even see Overview
Choose Menu Ribbon | Home | Options | Font  and click Selector and Folders. Make sure the font size is not too big to display data in Selector – generally no bigger then 26.

Files are closed on startup
Possible solutions:

  1. Highlight the file in Selector, choose Menu Ribbon | Selector | Properties, disable the option “Close on startup” and click OK.
  2. Choose Menu Ribbon | Selector | Context | Current Context properties, disable “Do not open/close any files during context activation” option and click OK.
Error messages

Error messages

This section reviews errors messages that are not self-explanatory.

Can’t open file – opened by someone else – no network

A file might be set by the o/s to read-only. Go into Explorer; right click on the file; select Properties; and uncheck Read-Only. Also, look for extra copies of the file in the Selector, delete them or their parent file from the Selector, and reopen the file.

Error on opening application after closing

Uncheck Menu Ribbon | Home | Options | View | General | Place application icon in system tray while running. When this option is checked closing the application only minimizes the app to the tray.

Consider deleting this item from the Selector. If file has moved use Menu Ribbon | Home | Open to open the file.

There is a File entry in the Selector that points to a file which can’t be found. Normally it is recommended to delete the incorrect entry from the Selector and use Menu Ribbon | Home | Open to open the file from the correct location.

File read error message appears every time I start Info Select.
Check if Overview.wd3 is located in the folder specified in the message. If not:
– Start Windows explorer and move Overview.wd3 to the appropriate folder (specified in the message).
or
– Re-install Info Select and set the proper Working Directory during in the installation wizard.

Data for Tech Support

Data for Tech Support

The Info Select technical support staff may ask you to supply some of the following information in order to assist you.

Assertion Log

Info Select keeps a special file (assert.txt) that logs any special situations that may occur internally. This should be supplied to Technical Support in the event you receive a General Protection Fault (GPF) error.

Send the ASSERT.TXT file (located in the Info Select directory).

Screen captures can be helpful in many situations.

[:] To provide a screen capture:

  1. In Info Select press ALT + PRINT SCREEN.
  2. Click in the e-mail message field.
  3. Choose Menu Ribbon | Home | Paste.
  4. Send the message.

Selector Items

If tech support needs you to send a specific Note, Topic, Database, Calendar, etc., you can e-mail the data.