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RAPTOR CONNECT Troubleshooting Tips
| ISSUE | POSSIBLE FIX |
| 1.) Program will not open, a message of, "No Valid Key found. Exiting Application" is displayed. | The USB License Key may have become loose. Unplug the key and then plug it back in. |
| 2.) Program will not open a message of "RAPTOR Connect: Enroll is already running. Exiting" or similar is displayed | Sometimes a program on your computer will fail to shut down completly for no explicable reason. The fix is easy. Open the task manager by right clicking on the start bar and selecting Task Manager. When the task manager comes up look for any of the following programs and end their task. RaptorDataAccess.exe, Enroll.exe, FingerPrintCapture.exe, and PhotoCapture.exe |
| 3.) When attempting to scan a document the text "Scanner Error" appears. | This is an issue with the scanner for which the root cause is difficult to determine. In most cases the issue is that the document in the feeder is not being noticed by the scanner. Take the document out of the feeder and re-seat it. This error can also be caused by incorrect scanner settings. |
| 4.) You see a message box "unable to connect to the server..." | The connection between the computer and the RAPTOR Server is not functioning or is functioning very slowly. This is an issue caused by your internet connection. Make sure you have an active connection to the internet. You may need to reset your wireless router. It is best to contact your network administrator if this issue occurs on a work computer. If you cannot resolve the issue on your own, or are convinced you have an active internet connection call our technical service team at 978-630-0000 or if you need to reach us after hours call our customer service phone at 1 646 724 8545. |
| 5.) The program looks like it is hung up. The windows 'hourglass" just keeps on spinning but nothing happens with the program. With Windows XP or Vista you see the program not responding message. | In most cases the program is not hung up. It appears to be hung up because the speed at which the transaction is processing is slow. This happens for two reasons, your internet connection may be slower than normal and the size of the file being moved is large. You may notice this when saving or retrieving the biometrics (picture and fingerprints) or documents. LET THE PROCESS COMPLETE. If you notice this in any other section of the application it is best to restart it. You may need to go into your task manager to make sure the program has completly closed down. (See issue #2) |
| You see a windows error stating that the program has stopped responding | When you see this meassage it means that a running application is busy and unable to respond to Windows, not that the application itself is no longer running properly. Windows Vista posts this message much faster than pervious Windows operating systems. It is best to give it a few minutes to see if it resolves itself. With WIndows XP the program has likely stopped responding to windows altogether. If this is the case close the program and restart. |
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ToriConnell |
Latest page update: made by ToriConnell
, Jul 14 2011, 10:36 AM EDT
(about this update
About This Update
Edited by ToriConnell
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