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Resolution Tree – General Program Error

Introduction (Please Read):

You will do these steps ONLY if you have successfully run the program on your computer in the past. DO NOT skip steps or go out of order. Some steps will refer you to our knowledgebase for more information. Our knowledgebase can be found on our website under support or at the following link: https://www.realhound.com/Pages/FindTechDocs.aspx

Part One – How to Fix Most Problems
1) If your computer is running Microsoft Windows XP, Vista, Server 2003 or Server 2008, go to the next step. If your computer is using any other operating system, please install a compatible operating system before using the program.

2) Download and install Microsoft’s recently release Office 2003 SP3 (this mandatory update is necessary for your program to run properly) before continuing. Please download SP3 from the following link: http://www.realhoundfiles.com/download/office2003sp3.exe . Once this service pack has been installed, please go to the next step. (Please see keyword: “sp3 “ in our support knowledgebase for more information)

3) Restart your computer and then go to the next step.

4) Open Realhound. Does the program open to the login screen? If not, please go to PART TWO below. Otherwise, please go to the next step.

5) On the Login screen, click the Test Internet Access button. If you can connect to the Internet without an error message, go to the next step. If you get an error message or cannot connect to the internet, make sure you have an active Internet connection. If you have an active Internet connection, your antivirus software or firewall could be blocking the program’s access to the Internet. Contact your IT department or system administrator to get assistance with your antivirus and firewall system. When they have been properly configured to allow the program to run, please go to PART TWO below.

6) On the Login screen, click the Test Security Rights button. If you get the message that “Your security rights appear to be correct”, please go to the next step. If you get an error message, you must have “Full Control” of the folder where your database is stored (typically c:/rhserver/realhnd or c:/realhndip or on your company’s server). Contact your IT department or system administrator to get the proper security rights before continuing. When they have been properly configured to allow the program to run. If granting Full Control to the program folder fixes the problem, you may go to the next step. Otherwise, please go to PART TWO below. (Please see keyword: “Administrator “ in our support knowledgebase for more information)

7) On the Login screen, locate your database and click the Speed-Up Database button. After the process completes, go to the next step.

8) On the Login screen click, locate your database and click the Tune-Up Database button. After the process completes, go to the next step.

9) Login to your database (remember, unless you have changed it, the default login is the user name administrator with a blank password). If you CANNOT open your data file and you did not forget your password, please go to PART TWO below. Otherwise, please go to the next step. NOTE: If you forgot your password, please figure it out before going to the next step.

10) From the program’s Help menu, select Repair Installation. The program will close. Please go to the next step.

11) Open the Realhound program. Login to your database (remember, unless you have changed it, the default login is the user name administrator with a blank password). From the Help menu, select Upgrade…. (NOTE: If you are sharing a database or are not the Administrator of your database, please make sure you obtain the appropriate authorization before upgrading your program). Select Run the Upgrade Wizard if you are not on the current version. Does this fix your problem? If it does DO NOT fix the problem, go to the next step. If you get an error while downloading or running the upgrade, go to PART TWO.

12) If you are still having an issue with the program, go to PART TWO below.

Part Two – Reinstall the Program
NOTE: If you are sharing a database or are not the Administrator of your database, please make sure you obtain the appropriate authorization before proceeding with the following procedure.

1) If your computer is running Microsoft Windows XP, Vista, Server 2003 or Server 2008, go to the next step. If your computer is using any other operating system, please install a compatible operating system before using the program.

2) If your computer’s operating system is Microsoft Vista, turn off the UAC and disable the Autotuning feature. Go to the next step. (Please see keyword: “Vista “ in our support knowledgebase for more information)

3) You must have administrative rights to your computer to run the program for the first time, register your license and, in many cases, upgrade your program. Contact your IT department or system administrator to get the proper security rights before continuing. (Please see keyword: “administrator “ in our support knowledgebase for more information)

4) Turn off your computer’s antivirus software

5) Uninstall the program from the Windows Control Panel> Add or Remove Programs feature. After you have completely uninstalled the program, go to the next step.

6) If you are on a networked version of the program (the program is installed on your office’s server), go to PART THREE below (Yes, it is OK to ask your administrator or local IT professional for assistance). Otherwise, go to the next step.

7) Enter in the following web address into your web browser to begin the download process.
http://www.realhoundfiles.com/product/realhound/setupip.exe

8) SAVE (do not choose run) the “setupip.exe” file to a place where you can find it on your hard drive. When the download is complete locate the “setupip.exe” on your hard drive.

9) Double click on the file to begin the installation of REALHOUND. Note: Make sure the default location for the installation is the same folder where the program is currently installed (typically c:/rhserver/realhnd or c:/realhndip)

10) Open Realhound. On the Login screen, locate your database and click the Speed-Up Database button. After the process completes, go to the next step.

11) On the Login screen, locate your database and click the Tune-Up Database button. After the process completes, login to your database. Your problem should now be resolved.

Part Three – Reinstall the Program from Your Network Server
1) You must have administrative rights to your computer to run the program for the first time, register your license and, in many cases, upgrade your program. Contact your IT department or system administrator to get the proper security rights before continuing. (Please see keyword: “administrator “ in our support knowledgebase for more information)

2) Because you are on a network version, you will create a shortcut on your desktop, pointed toward the rh.exe program executable file on the server (typically, this is located on the mapped drive letter of your server to either /rhserver/realhnd or /realhndip). You MUST have Full Control of the folder where the program is stored on the server. The same is true for the folder where the data file happens to be stored. Contact your IT department for more assistance or refer to our Quick Start Guide.

3) If you have no idea of what we just said in step 2, above. Please contact your system administrator or local IT professional for assistance before going to the next step.

4) Double click the REALHOUND shortcut icon that you just created on your desktop to open the program. On the Login screen, click the Test Security Rights button. If you get the message that “Your security rights appear to be correct”, please go to the next step. If you get an error message, you must have Full Control of the folder where your database is stored. Contact your IT department or system administrator to get the proper security rights before continuing.

5) On the Login screen, locate your database and click the Speed-Up Database button. You will get a message asking you to make sure that everyone is logged out of the database. After the process completes, go to the next step.

6) On the Login screen, locate your database and click the Tune-Up Database button. You will get a message asking you to make sure that everyone is logged out of the database. After the process completes, login to your database. Your problem should now be resolved!

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