Question #1. What does the brand "MW" stand for? What does it mean? Where might be the closest location from us?

Answer: The XREF Encyclopedia contains abbreviations for several thousand brand names. By going to the query line and typing in: abbrev MW

Abbreviation is clearly identified as Maintenance Warehouse.

To get the answer to this, one must go to the "Supplier" database and do a query on "MW". This will show you all 13 of their locations as well as their 800 number.


Question #2. Is it necessary to get a dongle for each client?

I've installed XREF on our server. Is it necessary to get a dongle for each client?

Answer: Yes. Each "client" equals to one license. Therefore, if you would like to access XREF from several of your stations, you will need to obtain a license for each user (client).


Question #3. "No Rights To Install"

When doing an install, data files are installed properly, but displays the following message when installing the system files: "You have no rights to install drivers onto computer. Installation was not completed."

Answer: Your system administrator must give you authorization/access for installing new programs onto your computer.


Question #4. "Administrator Access"

I successfully installed XREF onto my system. I can access and run program if I log onto the computer as "Administrator", but if logged on as a "Client", access is denied.

Answer: You must be logged in as a system administrator with authorization/access for running XREF on your computer.


Question #5. "Failed to start the installation of XREF"
Failed to start the installation of XREF. CD disk in drive is spinning, light is on but nothing happens.

Answer: Please ensure that you have a DVD drive.


Question #6. "Missing Dongle!"
Successfully installed XREF, but when program is executed I get the following error:

"Missing Dongle! Contact XREF Publishing for customer support! (360)385-4279"

Answer: Dongle is either missing or computer cannot read it. Please unplug and reattach the dongle and start program again. If dongle is attached and the same message is displayed. Please contact XREF Publishing for customer support (360)385-4279

Question #7. "Tampered Clock!"

In the morning when I continue using XREF I get the following message:

"Tampered Clock! Contact XREF Publishing for customer support! (360)385-4279"

Answer: You must exit from XREF at night and re-start program in the morning. If you leave the program on all night long, system will not allow you to continue access after midnight without first exiting and re-starting program.

Also the system clock can't be behind the time on the dongle. Double click on the Xref Information Icon on your desktop and set the computer's time and date to be ahead of the dongle's time and date.


Question #8. "Serial Number"

With new updates I always receive instructions on how to install XREF. Many times I install updates onto my computer(s) late at night or over the weekend when I may not be able to contact you for customer support. If I misplaced the instructions, how would I know the serial number?

 Answer: Serial number will always be a 3 digit number. It will always indicate the release date. "M/YY".

Example:

July 2011 release will have a serial number of 711
January 2012 release will have a serial number of 112
July 2012 release will have a serial number of 712
January 2013 release will have a serial number of 113
Etc.



Question #9. "Unable to open an associated InfoBase"

When I start XREF, program does not open but displays an error message:

"Unable to open an associated InfoBase"
"The License user limit has been exceeded"
"(3375,3)"

Answer: You already opened XREF but minimized it. Program does not allow you to have a double session open at any time. Close out secondary program and access your already opened XREF by clicking on the program bar at the bottom of your screen.


Question #10. "What is the proper mode for parallel port?"

My computer is not communicating with the dongle, and I think my parallel port is not set right. What is the proper mode for parallel port?

Answer: Parallel port mode must be set to any of the following values:

Compatible
Extended
ECP
SPP

Question #11. How to install XREF onto my “D:” drive?

On my computer I have multiple drives. My "C:" drive is designated for system files only, and all programs and applications are installed on "D:" drive. How to install XREF onto my "D:" drive?

Answer: XREF may be installed onto any drive. The following will guide you through the installation of XREF onto your "D:" drive.

Insert DVD disk into your DVD ROM drive. When you get to the first screen,

Click <NEXT> @ Welcome Screen
Click <YES> @ License Agreement
Fill in Name and Company Information
Fill in Serial # "112" (for January 2012)
Click <NEXT> @ User Information
Select Setup Type (Hard Disc Or Cd)
Click <BROWSE> @ Choose Destination Location

Click on "C" (for C:\XREF)
Replace "C" with "D" (or any drive letter)
Path will be replaced with "D:\XREF" (or any drive letter)

Click <OK>
Click <NEXT>


Question #12. Lost dongle

I have misplaced or lost my security lock for XREF. Program no longer runs. How do I get a replacement dongle?

Answer: You need to order a replacement dongle from XREF Publishing Co., Inc. via email: info@xrefpub.com. The cost of a replacement dongle is $200.00


Question #13. "License Expired!  Contact XREF Publishing for customer support!" (360)385-4279

I installed XREF but could not run the program because of this error message:

Answer: There are two reasons for the above error message:

1. If the above message was displayed after initial installation, it is very likely that data files were installed but driver files were not. Please follow these steps to install your driver files:

· Close the XREF program (go back to your desktop)
· Double Click on My Computer
· Double Click on C: drive
· Explore to your C:\XREF\CONT\Driver\Legacy\Utilities folder
· Double Click on Sentinel Protection Installer ?.?.?.exe
· Follow prompts

Execute program when this process is finished

2. If the above error message appeared after any usage of the XREF program, please check the expiration date of your subscription:

· Close the XREF program (go back to your desktop)
· Double click on XREF Information icon
· Information will be displayed relating to your subscription status.


Question #14. "The license user limit has been exceeded"

When running XREF, the following error message appears:
"Unable to open database. The license user limit has been exceeded. (3325,3)"

Answer: There may be two reasons for the above error message.

 1. If XREF was first opened and minimized, and you open XREF again, program will fail. You must not start XREF once it is opened. Close both XREF programs and start it again. Only one access is supported at any given time.

 2. Once XREF is opened and you "X" out any of the infobases (bottom set of upper right corner buttons) then later clicking on the database buttons to open up a closed file, it will display the same error message. Do not close any of the files out with the lower of the top right "X" buttons! You may switch between infobases by clicking on the appropriate file link buttons.

Question #15. "Re-installing XREF."

 I recently installed the HVAC windows version. I have a problem with my computer that has arose and need to recover and re-install all original programs that came with my computer.  It had nothing to do with the XREF program.  After re-installing everything can I install XREF again?

Answer:  XREF may be re-installed as often as you need to without affecting your computer.


Question #16. "Not able to print."

 I have a printing problem with the last CD I received from you.  After choosing a query in the HVAC section, the correct list appears on the screen but I cannot print it.  The print tool seems to only be available in the MSDS database.  Do you have a solution to print my query?

Answer: At the present time, the XREF program is designed for printing in the MSDS database only.  All other information is non-printable.


Question #17. "Missing information on the HVAC screen"

 I am having a problem with the screens on the HVAC side of this version.  If I would type in 38YCC018300 for example, it will show part numbers for the parts listed on the left side of the screen.  To the right, it will show some more descriptions like compressor, but it will not show the part number for the compressor.  Part number information seems to be cut off from the whole left side of the screen.  What am I doing wrong?

Answer: Your display resolution is not set properly.

XREF requires a screen resolution of 800x600 (or higher if using a larger monitor) for proper display.  Please verify your display resolution settings in the control panel.  Change it to 800x600 if necessary.


Question #18. "How do I make XREF start automatically with windows?"

Answer:
Click on start
Click on settings
Click on Taskbar and start menu
Select the start menu programs tab
Click on advanced
Click on the small + box by programs
Click on the XREF folder
Click and hold the HVAC or APPL icon with the right hand button and drag it to the startup folder
when you let go, select create shortcut here
Close this window with the X in the upper right hand corner
When you start windows XREF will also start


Question #19. "Is it possible to have a conflict between the printer & dongle?"

My XREF stopped working as soon as I started a big printing project.  Once the project was finished, I was able to operate XREF.  Is it possible to have a conflict between the two?

Answer: It is possible to have a conflict between a parallel port (DB25) dongle and the printer, especially if your printer cable is piggy backed on top of the dongle.  Your two options at this point are to:

1.    Run XREF only after you’ve finished printing.
2.    Plug your dongle into a secondary parallel port.
3.    Exchange your parallel port dongle for a USB dongle