RUN-TIME ERROR: 3021 "No Current Record"

RUN-TIME ERROR: 3197 "Cannot open File – used by another or No Permission to Open file"

RUN-TIME ERROR: 20997

Other Problems:

Cut-off words and overlapping print in the printouts

Reported Errors

RUN-TIME ERROR: 3021 "No Current Record"

This occurs when the database file either failed to load properly or became corrupted during use. The cause is generally due to the deletion of all of the entries in one of the data fields, breaking down the database structure or an invalid entry. This is sometimes caused by a power fluctuation at the time the computer is writing to the database file.

SOLUTION 1: If you have "saved worksheets" you want to attempt to preserve:

Double-click on "my computer," then double-click on the "C" drive, then double-click on the folder "sw2001". Once this folder is open, right- click on the file "sworks55.mdb" (note the ".mdb" ending may not be displayed on all machines), then left-click on "properties." Double-click on "rename" this will highlight the "sworks55.mdb" file name. Press the left arrow once (the highlighting will go off and the curser will be at the start of the name. Type "old" so the file name becomes "oldsworks55.mdb". Close the window. Then follow the remainder of the procedures below. Email the file "oldsworks55.mdb" as an attachment to us at: "recovery@Supportworks.net". Make certain you provide us with your company name. (Note that if we are able to recover the function of the database file, any worksheets you may save in the meanwhile will be lost when you reinsert the old "recovered" database.

SOLUTION 2: If you do not care if you loose any "saved worksheets" or have saved the file as indicated above, then Copy the file: "Sworks55.mdb" from the "\support" folder on the CD to the C:\sw2001 folder on your hard drive (or the common folder used for file sharing in network setups). Overwrite the prior file. If you are running a pre-XP system, you also need to change the properties of the file by un-checking the "read-only" attribute. (This is accessed by opening "my computer", then opening the "C" drive and then opening the folder "sw2001". Once this folder is open, right- click on the file "sworks55.mdb" (note the ".mdb" ending may not be displayed on all machines), then left-click on "properties" option, then click the box so the check mark is not visible). Then close the window and reopen the Supportworks program, the program operation should be restored.

RUN-TIME ERROR: 3197 "Cannot open File – used by another or No Permission to Open file".

The cause is generally due to a bug in the installation routine which seems to occur particularly with Windows 2000 and XP machines.

SOLUTION: copy the file: "Current.mdb" from the "\support" folder on the CD to the C:\sw2001 folder on your hard drive (or the common folder used for file sharing in network setups). Overwrite the prior file. If you are running a pre-XP system, you also need to change the properties of the file by un-checking the "read-only" attribute. (This is accessed by opening "my computer", then opening the "C" drive and then opening the folder "sw2001". Once this folder is open, right- click on the file "current.mdb" (note the ".mdb" ending may not be displayed on all machines), then left-click on "properties" option, then click the box so the check mark is not visible). Then close the window and reopen the Supportworks program.

If this does not solve the problem then copy the file: "Dist.mdb" from the "\support" folder on the CD to the C:\sw2001 folder on your hard drive (or the common folder used for file sharing in network setups). Overwrite the prior file. If you are running a pre-XP system, you also need to change the properties of the file by un-checking the "read-only" attribute. (This is accessed by opening "my computer", then opening the "C" drive and then opening the folder "sw2001". Once this folder is open, right- click on the file "Dist.mdb" (note the ".mdb" ending may not be displayed on all machines), then left-click on "properties" option, then click the box so the check mark is not visible). Then locate the file "Sworks55.mdb" in the C:\sw2001 folder and delete it. Finally right click on the file "Dist.mdb" and select RENAME from the drop-down menu. Then type in as the new name "sworks55.mdb" and when done, click elsewhere (to complete the rename process. This should resolve the problem.

RUN-TIME ERROR: 20997

This occurs when the supporting files for the print function require the system to be rebooted in order to properly register the dll files during installation.

SOLUTION: Close out all open files and reboot the computer. This allows the system to properly register the new files and the print operation should be successful after that.

Other Problems

Cut-off words and overlapping print in the printouts

This problem is due to fonts that are actually different being distributed by Microsoft with the same name. Apparently there are a number of fonts that go by the same name but actually are different versions of the font and have slightly different size and configuration. Usually this difference is imperceptible but the report generator used by Supportworks is very specific as to the amount of space allocated for each sentence and therefore a different size font creates the problem indicated above. The remedy is to replace the fonts with the similar one from the Supportworks CD. (If during installation there already was a font of the same name on your system, your system would have kept the old one and refused to load the fonts provided with the Supportworks CD installation.)

SOLUTION: Insert the Supportworks 5.5 CD in the drive while holding down the shift key (this prevents the autoload from engaging and starting the installation procedure). You must hold it down for about 20+ seconds. (The light on the CD should flash for a while and then stop flashing – this indicates that it has finished trying to autoload). If, when you release the shift key, the autoload runs anyway, simply check that you do NOT accept the terms of the license and the installation will cancel and back out. If you have the Version 5.6 CD, simply click on "browse" and proceed as described below.

Once you have the CD dormant in the tray, click on the START button, then SETTINGS, then CONTROL PANEL, then double-click on the icon for FONTS. Find the six files that begin with "Amerigo" and click on the first one (Amerigo Bold BT) so that it is highlighted. Then hold the SHIFT key down and click on the last one (Amerigo Medium Italic BT). This should highlight all six "Amerigo" fonts. Right-click on the highlighted fonts and then left click on "DELETE". Confirm the deletion.

Next click on FILE in the upper left corner of the window, and then click on "Install New Fonts". In the center of the new window is a narrow box that is titled: "drives:" click the drop-down button to the right and select the CD drive (it will have a picture of a CD and may be titled "Sworks_55"). Then double-click on the folder titled "Fonts" in the box to the left of the "drives" box. There should be a number of fonts that will appear in the large box on the top of the window. (This may take 30 seconds or so depending on your machine).

Verify that there is a check by the sentence: "copy fonts to font folder" (located along the bottom of the window) and then click the "SELECT ALL" button along the right side of the window. Then click the "OK" button. You may get a message indicating that there is already a "Kuenstler" font loaded – just click OK for each of those fonts.