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CyberMatrix
Software F.A.Q.
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Q.
I have
downloaded and installed your trial demo. Now
I want to purchase. Will the purchased edition overwrite my data?
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A.
No. Our business software was designed to leave existing data intact
when upgrading the software. However, as a precaution you should always
backup your data prior to upgrading.
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Q.
I have
downloaded and installed your trial demo. Now
I want to purchase. After purchase do I just enter a key to unlock the
trial edition?
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A.
No. After purchase you will have to install the full software. But you
can install right over the trial edition and it will still use your old
data. As a precaution always backup your data before upgrading.
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Q.
I
purchased Program X version 2.00. I notice now that
version 2.10 is out. If I upgrade will I lose the data I have been
working with?
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A.
No, the setup software leaves your existing data alone. Just install
the new version into the same folder as the old version and your old
data will remain intact.
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Q.
I have Windows Vista on my computer. When I try to access the help for
your software why does it not work?
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A.
The Windows Help program (WinHlp32.exe) is no longer included with
Windows Vista or Windows 7. To view .hlp files on your Windows Vista
computer,
you'll need to download the WinHelp viewer from Microsoft at
http://www.microsoft.com/downloads/details.aspx?familyid=6ebcfad9-d3f5-4365-8070-334cd175d4bb&displaylang=en
Your
PC will need to pass the "Windows Genuine Advantage"
validation.
The size of the download is a bit over 600 KB. It works on
both
32-bit and 64-bit Vista.
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Q.
We
really like your software but desperately need a
feature added. Can you add it right now?
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A.
All customer feature requests are put on a ToDo list but we can't
guarantee with certainty when or if the feature will ever be added. If
you need a new feature immediately you can pay to have it added. We
charge out at $75 US per hour. Contact us for a quote
including as much detail as possible about how you want the software
changed.
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Q.
We really like your software but would like to talk to some of your
customers. Can you refer us to some of your customers in our area?
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A.
Due to privacy concerns we never give out customer information. You can
look on the software's testimonial page for actual customer
testimonials. We also have fully functional trial editions of our
software you can try out to see how you like it before ordering.
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Q.
I
tried to create a new report but hen I select the
frxDBDataset1, no fields appear. How can I access the fields?
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A. You need to
add the report's SQL, close and then re-open to see the fields. Choose
Help | Getting Started With Custom Reports from the report screen to
learn more.
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Q.
I
tried to customize one of your reports. Now the
report no longer works. How can I restore the original report?
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A.
You can just delete the bad report and reinstall the software to
restore the original.
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Q.
Why do
I see the error "There is no default printer
selected" when I try to print?
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A.
You probably have not set a default printer in the 'Control panel -
Printers' window.
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Q.
I
purchased Program X version 1.00 several years ago. I got a new machine
and tried to reinstall using the download directions I got when I
purchased the software. However the link no longer works. What am I
doing wrong?
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A.
We don't maintain downloads for old versions on the web site. Existing
customers can upgrade to the latest version at a 50% discount though.
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Q.
What are your support fees?
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A. Support by
email is free. Phone support during business hours is free. 24 hour
paid emergency support is available for a $25 fee per incident.
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Q.
What
is the time frame for a return email to help get
an issue resolved if one arises?
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A.
It depends on the severity. Urgent issues get a response almost
immediately during business hours. Non-urgent issues should get a
response within two business days.
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Q.
I downloaded the trial edition of program X using Internet Explorer but
when I tried to run the software I received a message that the setup
files were corrupt and to obtain another copy of the software. What am
I doing wrong?
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A.
This is most likely a bug in Internet Explorer. Try downloading the
file instead of trying to run it. Save the file to a folder like My
Documents not your desktop. We can always
email you the file if need be.
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Q.
I
tried to download the trial edition of program X
but it said it was not a valid archive. What am I doing wrong?
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A.
Nothing. Large Zip or Exe archives sometimes become corrupted during
the download process. Try emptying your browser cache and try
downloading again. If you still can't download, send an
e-mail and a demo copy can be e-mailed to you as an attachment.
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Q.
I
tried your X program and like it. Do you have a
version that does Z or runs on Y?
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A.
All CyberMatrix software is listed at the main web site. If you don't
see it we don't carry it. If you have a feature request for a
particular program by all means send an e-mail.
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Q. My program shows the wrong date format. How can I make the software use the system date format we use?
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A. This is probably due to a bug in Windows. Try these steps:
1) choose Start/Configuration/Regional settings
2) on the first tab select a different country, e.g. Germany, and press [APPLY]
3) set the country back to what it should be and press [OK]
4) Now the software will behave again as expected.
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Q.
Is it possible to do a silent install of your software?
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A. Yes like
this:
Setup.exe /SP- /silent /noicons
"/dir=c:\Program Files\My Program"
Just
change Setup.exe to the name of the setup file you want to install and
My Program to the folder you want the software installed to. Note that
in software with multiple install options, the first option will always
be chosen with this technique. In this case you can use the /Type
parameter like so:
Setup.exe /SP- /silent /noicons
"/dir=c:\Program Files\My Program" "/Type=Client Only"
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Q.
When I press F1 in the Report Designer no help file comes up. Why is
that?
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A.
You may need to re-register hhctrl.ocx by executing the following
commands:
regsvr32 /u /s itss.dll
regsvr32
/u /s itircl.dll
regsvr32 /u /s hhctrl.ocx
regsvr32
itss.dll
regsvr32 itircl.dll
regsvr32 hhctrl.ocx
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Q.
I
downloaded Program X and now my anti-virus software
says the file is infected with a virus. When are you going to address
this?
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A.
No CyberMatrix software has ever been verified to contain a virus. Most
likely you are seeing a false detection. If this happens send us an
e-mail detailing the anti-virus software you use, the program claimed
to contain a virus, it's version and where you obtained (downloaded)
it.
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