A. When you install PhonePad, a default administrator account is automatically created for you. This is displayed during the login process and also the first time you run PhonePad Admin. The login details are:

Username: Admin

Password: admin [top]

Q. How do I upgrade my PhonePad to the latest version?

A. Please refer to the PhonePad Upgrade Guide, which you can download from the PhonePad Learning Center. [top]

Q. How do I license PhonePad now that I have purchased it?

A. Please have a look at these instructions: Licensing PhonePad. [top]

Q. We have increased the number of staff in our office and need a license that allows more users. How can I upgrade our PhonePad license?

A. Please email sales@cybercom-software.com for information on how to upgrade your license. Once your upgrade has been processed we will upgrade your existing license on our license server - you don't need a new serial number.

Please note that you only pay the difference between the new license you need and the license you already have. [top]

Q. Why am I getting this error message: "A table is missing from the database: DBISAM Error # 11010 Table or backup file 'Messages' does not exist."

A. The error message means that PhonePad is unable to locate the PhonePad database.

Did you run DBUpdate after installing PhonePad? If not then run DBUpdate and it will create your PhonePad database for you (this only needs to be done once). If you have already done this then read on.

LOCAL MODE: If you have PhonePad installed in a shared folder on a server, run DBConnect and check the Local Database Directory setting. It should be set to the location of your PhonePad data folder. We recommend that you use UNC paths rather than drive mappings as users may have their drives mapped differently. You can convert a mapped path to a UNC path using DBConnect's UNC button.

REMOTE MODE: Run DBConnect and make sure that Remote is selected as the connection method. Verify that the Server's IP Address is correct under the Server tab.

If you have PhonePad physically installed on each workstation (ie. you are not running it via a shortcut pointing to a network drive), you will need to repeat the appropriate steps above on each of the workstations. [top]

Q. Why don't the help files display correctly?

A. Microsoft released a Security Update that disables help files on network drives. You can resolve this by selecting Install Help Files from the Help menu, and then clicking the Install button. [top]

Q. Users are able to use PhonePad but we sometimes get database error messages. What is causing these errors?

A. You may have some minor data corruption in your PhonePad database. Ask all users to log out of PhonePad and then run the DBRepair module and run the Repair option. If this doesn't correct the problem, or the error messages re-occur, please contact support@cybercom-software.com and we will help you resolve the issue. [top]

Q. We sometimes need to repair our PhonePad database because of data corruption. What causes the data corruption?

A. Data corruption can be caused by the following:

A workstation crashes, is turned off, or rebooted while PhonePad is running on that workstation.
The workstation/server hosting the PhonePad database crashes, is turned off, or rebooted while other workstations running PhonePad are connected to the database.
A faulty Network Interface Card (NIC) on one or more machines running PhonePad (in many cases a NIC can appear to be working correctly even though it is not 100% functional).
An improperly wired network (incorrect grade of network cable or cables are too long).
Slow Operating System (OS) buffer flushing.
A laptop being disconnected from the network without closing PhonePad first.
An intermittent wireless network connection, or a weak signal on the wireless network.

Here are some things you can do to avoid corruption:

Always shut down PhonePad before powering off your machine. If you do a proper Windows logoff or shutdown, PhonePad should shut itself down correctly.
Check your network for any machines that repeatedly crash.
Check the Network Interface Card (NIC) on any machines that appear to be causing corruption.
Enable the ForceBufferFlush option under the System tab in DBConnect. Be careful with this option as it can severely affect system performance, ie. PhonePad may start responding extremely slowly on the affected workstation. Use it only on the machine that is crashing or being powered down incorrectly.
Install DBServer on the host system and use Remote Mode*.
Move computers closer to the wireless router, or install wireless repeaters.

[top]

Q. How do I add users to PhonePad?

A. Users are added via the PhonePad Admin (PPADMIN4.EXE) module. Login to PhonePad Admin using the default administrator login (see FAQ above), or if you have created another admin account then use the username and password for that account. [top]

Q. I have forgotten the username and password for PhonePad Admin. Can you reset it for me?

A. Absolutely. Please email support@cybercom-software.com and we will send you the instructions on how to do this [top].

Q. Users are able to login and send messages, but they're not receiving any messages. What's wrong?

A. If you have just installed PhonePad then you have probably accidentally created multiple PhonePad databases. Run DBConnect on each computer and check to make sure that everyone is connecting to the same PhonePad data folder. [top]

Q. When I run the server test, why do I get all of these errors in the test results?

Example:
- Pinging server (192.168.1.100).
- Response received from 192.168.1.100.
- Testing Admin Port (12006).
- Unable to connect to Admin Port on server.
- Testing Main Port (12005).
- Unable to connect to Main Port on server.
- Retrieving server name.
- Unable to retrieve server name.
- Checking server uptime.
- Unable to retrieve server uptime.
- Checking remote database engine version.
- Unable to retrieve database engine version.
- Checking for PhonePad database on the server.
- Unable to check for PhonePad database on the server.
- Checking for default login on the server.
- Unable to check for default login on the server.
- Retrieving remote database location.
- Unable to retrieve remote database location.
- Tests completed.
- 8 test/s failed!

A. In the example above, the errors mean that the PhonePad Server application (DBServer) is not running. If you are not running PhonePad in Remote Mode then these tests are irrelevant as you will not be using DBServer anyway.

If you are using PhonePad in Remote Mode then check to make sure that DBServer is both installed and running. It is recommended that you install DBServer as a Windows service rather than use it in application mode. Instructions for installing and setting up DBServer can be found here under: Installing the PhonePad Server (DBServer)

Also, check the server's IP address to make sure it hasn't changed.

[top]

Q. How can I fix a "DBISAM Engine Error #11013 Access denied to table or backup file '32280' (or some other number)" error?

A. During normal operation, PhonePad automatically creates (and deletes) temporary files in a temporary folder on your computer. If the temporary folder is not a valid folder, or if you don't have the correct access rights, this error will occur. This can happen in shared folders where the Windows temporary folder can be different for each user.

You can fix this by running DBConnect (on your network drive if you have a local area network, or on your PC if you have a peer-to-peer network), and deleting the Local Temporary Folder setting, ie. make it blank. PhonePad will then automatically look for the Windows temporary folder on each user's system and use that. [top]

Q. I am getting the following error: “DBISAM engine error #9729, duplicate key found in the index primary of the table xxxx." How can I fix this?

A. You have some data corruption in your PhonePad data. This can be easily resolved by following these steps:

1. Ask all users to log out of PhonePad (and PhonePad Admin). This step is vital. If users are still logged in to PhonePad the repair will fail.
2. Run DBRepair (it's located in your PhonePad folder).
3. Click the Repair option.
4. This may take a while if you have a lot of messages. [top]

Q. I get database (DBISAM) error messages just after upgrading to a new version of PhonePad. What could be causing these errors?

A. When you update your copy of PhonePad to a new version, it is sometimes necessary to update your PhonePad database as well to support the new features or changes. This type of error message generally indicates that your PhonePad database hasn't been updated.

The new version of PhonePad is expecting certain changes to your PhonePad database, but as the database hasn't been updated, the required changes aren't there and so an error is generated.

Whenever you install a new version of PhonePad you should also update your database by running DBUpdate. [top]

Q. Is PhonePad compatible with Windows 7 64-bit?

A. Yes. Although PhonePad is currently only available as a 32 bit application (a 64 bit version is planned for Q4 2012), it runs fine under Windows 7 64-bit. [top]

Q. I installed MessageSender but I get errors, and messages aren't being sent. What's wrong?

A. It's very likely that you have not done one of the following:

(1) MessageSender must be installed on the same server or Host PC that the PhonePad data folder is located on.

(2) MessageSender must be installed on a local drive, not on a network drive.

(3) The PhonePad Data Folder setting must be set to a local drive not a network drive.

This is all due to Windows limitations with running Windows Services using the Windows system account. Please note that, if PhonePad is located on a network drive, it will also have a corresponding local drive on the server. For example, if your PhonePad data folder is G:\PhonePad\Data, from the server's perspective this might actually be D:\PhonePad\Data (or something similar).

Q. The problem I'm experiencing isn't listed on this page. How can I get help?

A. Please email support@cybercom-software.com with details of your problem and we'll get it sorted out for you. [top]

PhonePad Frequently Asked Questions (FAQs)

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