Copyright © 2015 Cybercom Software.  All rights reserved.  In business since 1995.   Website by Wild Designz.
Products PhonePad MessageSender TextMessenger Find Me
Help & Support Support FAQs Knowledge Base My Account
Learn Getting Started Video Tutorials Manuals Online Help
About Us About Us Contact Us Clients News
Privacy Policy Sitemap
Download Order

PhonePad 4 FAQs

Home > Learn
1-866-806-2144
1800-836-453
(Toll Free US and Canada)
(Toll Free Australia)

Questions

I have downloaded PhonePad. How do I install it? Now that I have installed PhonePad, how do I get started? I just installed the trial version but when I run PhonePad it says my trial has already expired! Does PhonePad run on the Apple Mac? After installing PhonePad, it's prompting me to login. What username and password do I use? How do I update my PhonePad to the latest version? How do I license PhonePad now that I have purchased it? 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? 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." Why don't the help files display correctly? Users are able to use PhonePad but we sometimes get database error messages. What is causing these errors? 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? We sometimes need to repair our PhonePad database because of data corruption. What causes the data corruption? I have tried repairing my PhonePad database but the repair log shows a lot of red crosses. Why isn't the repair working? I have tried repairing my PhonePad database and made sure that all users have logged out of PhonePad, but the repair log shows a lot of red crosses. Why am I still getting red crosses? How do I add users to PhonePad? I have forgotten the username and password for PhonePad Admin. Can you reset it for me? Users are able to login and send messages, but they're not receiving any messages. What's wrong? When I run the server test, why do I get all of these errors in the test results? How can I fix a "DBISAM Engine Error #11013 Access denied to table or backup file '32280' (or some other number)" error? I get database (DBISAM) error messages just after upgrading to a new version of PhonePad. Why am I getting these errors? Is PhonePad compatible with 64-bit versions of Windows? Is PhonePad compatible with Windows 10? When I run PhonePad, instead of displaying the login window it goes straight to my Inbox, and there are no messages in my Inbox. What would cause this? When I enter my serial number I get a message saying that it is invalid. The problem I'm experiencing isn't listed on this page. How can I get help?

Answers

Q. I have downloaded PhonePad. How do I install it? A. Follow the online installation guide. It will take you step-by-step through installing PhonePad: http://www.cybercom-software.com/phonepadinstallguide/phonepadinstallguide.html [top] Q. Now that I have installed PhonePad, how do I get started? 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. I just installed the trial version but when I run PhonePad it says my trial has already expired! A. It appears something may have gone wrong during the installation. Delete your PhonePad data folder (not the PhonePad application folder) and then run DBUpdate to re-create your PhonePad database. If you still have problems after that please contact Support and we will send you a temporary license key to reset your trial period.[top] Q. Does PhonePad run on the Apple Mac? A. Not natively, no. PhonePad is a Windows application, however, you can run it on a Mac if you have Windows installed under Parallels or VMWare Fusion. We run PhonePad ourselves on MacBook Pros under Parallels and Windows 10. We are planning to produce a OS-X version of PhonePad. [top] Q. After installing PhonePad, it's prompting me to login. What username and password do I use? 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 update my PhonePad to the latest version? A. Login to your account at www.myphonepad.com and download the latest version.  Next, install it over the top of your current version.  Finally run DBUpdate to update [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 program and select 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. Please refer to this Knowledge Base article. [top] Q. I have tried repairing my PhonePad database but the repair log shows a lot of red crosses. Why isn't the repair working? A. DBRepair MUST have exclusive access to your PhonePad database during the repair process. Please make sure that ALL users have logged out of PhonePad (ie. closed it down, not just minimized it). [top] Q. I have tried repairing my PhonePad database and made sure that all users have logged out of PhonePad, but the repair log shows red crosses. Why am I still getting red crosses? A. Sometimes the Windows file system doesn't release the file locks on your PhonePad database. You will need to reboot your server or Host PC.[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. Visit our Getting Started with PhonePad website for a video tutorial on adding users.[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.  Please refer to the online setup guide. 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 repairing your database. [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 64-bit versions of Windows? A. Yes. Although PhonePad is currently only available as a 32 bit application (a 64 bit version is planned), it runs fine under Windows 7, 8 and 10 64-bit. [top] Q. Is PhonePad compatible with Windows 10? A. Yes. PhonePad runs find under Windows 10. [top] Q. When I run PhonePad, instead of displaying the login window it goes straight to my Inbox, and there are no messages in my Inbox. What would cause this? A. Try the following: (1) Check under Tools/Preferences/Security to see if Autologin is set. Try setting this option to Standard Login. (2) Open Windows Explorer and go to the PhonePad folder. Run DBConnect and check the Temporary File Folder setting. It should be empty. If it's not, clear out any text in this field and click the OK button. (3) If you are using PhonePad in Local Mode, run DBConnect and make sure that the Local Database Folder setting is correct. You can also verify the setting by clicking the small button that has a tick or check mark on it, to the right of the Local Database Folder field. [top] Q. When I enter my serial number I get a message saying that it is invalid. A. You may be mistyping the serial number. All of our serial numbers consist of hexidecimal codes, ie. they only include letters from A to F and numbers from 0 to 9. If it looks like the letter 'O' it is actually a zero. If it looks like the letter 'i' or 'I' or 'l' it is actually a one. The easiest way to enter the serial number is to copy and paste it from your license email. [top] 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]
Copyright © 2015 Cybercom Software.  All rights reserved.  In business since 1995.   Website by Wild Designz.
Live Help