- General
Q.1:
Errors: "Debug Assertion Failed" & "Error writing to buffer..." on main computer or server.
Solution:
Call Diebold Eras to check the space on the drive that is being ultilized by the software in question.
Q.2:
Getting a "Page Cannot Be Displayed" error while opening any iSuite.
Symptoms:
May take awhile to open up iSuite, ending with the error.
Solution:
If all other programs are functioning normally please contact Diebold Eras.
- iCheck
Q.1 : Cannot find a statement for a specific date or dates.
Symptoms:
May be a gap in between, in the beginning, or at the end of the statement's existence.
Solution:
Confim as to when the account was opened. If missing statement(s) fall(s) after this date, call Diebold Eras.
Q.2 : Cannot pull statement. The statement is large (200 + images).
Symptoms:
Hangs while generating.
Solution:
Instead of opening in iCheck, right-click on the link 'View Statement' (not to be confused with 'View') and 'Save Target As' to your desktop. This will download it to your machine to let your machine open it up.
- iCOLD
Q.1 : After logging in, only the top frame is visible.
Solution:
Call Diebold Eras.
Q.2 : There are missing reports for some days.
Solution:
Check to see if the report is a daily/monthly report. Then call Diebold Eras to check to see if the reports were loaded. If Diebold Eras does not have them, call the Core Processor to see if they had sent the file and ask them if they made any changes. If not, have them resend it. If they have made changes, the reports may be undefined; may need to provide Diebold Eras with information to define report.
Q.3 : When printing a report, a side is cut off or missing.
Symptoms:
Able to see report fine on the screen, but does not print correctly.
Solution:
ICMain allows the margins and the font to be manipulated to produce a report that will print correctly.
Q.4 : When printing a report, every page is followed by a blank page. This continues until the end.
Symptoms:
Can be viewed correctly on the screen.
Solution:
This means that the last line is too close to the end of the page. ICMain allows the margins and the font to be manipulated to produce a report that will print correctly.
Q.5 : Cannot pull report; hangs while generating.
Solution:
Check the file size. Larger reports will take longer to open on the first try.
- iDoc
Q.1 : After scanning items, the thumbnail/picture cannot be viewed; instead of an image there is a blank space with a little red x in the top left-hand corner.
Solution:
Make sure the computer used is logged in correctly. If so, check the settings on the scanner. Make sure it is set to grey-scale. If so, call Diebold Eras.
- ImageEIP
Q.1 : While running ImageEIP, the error "Can't find linked tables in the database. You must locate the server database in order to use ImageEIP".
Symptoms:
May have other, Network related problems.
Solution:
The system may have been shut down before logging off which will corrupt the database. If the database is opened on the server, it will repair itself. If this does not work, log off and shut down and log back on.
Q.2 : When opening or in use, the error "Disk Error" appears.
Solution:
Exit out of the application and then reopen it. If this does not work, reboot system.
Q.3 : Having problems with Step 2 (excludes newer versions).
Symptoms:
Hangs while running. No progress.
Solution:
Check to see if there are two instances of Step 2 running. Close one.
Q.4 : Need to create a new user.
Solution:
The bank is responsible for creating new users.
- E-mail
Q.1 : Why do I get the error "The Microsoft Exchange Server is unavailable" when opening Outlook?
Symptoms:
Outlook may take awhile to open, and may ask for information never previously asked for.
Solution:
Your account is most likely locked out or has expired while logged in. Log out of your workstation and log back in. If this fails to fix the issue please contact the Diebold Eras helpdesk.
Q.2 : How can I check my e-mail from home?
Symptoms:
I would like to be able to check my e-mail from home or while out of the office.
Solution:
Contact Diebold Eras about setting up web based e-mail for your server to provide you with access to your e-mail from anywhere that has internet access.
Q.3 : Is it safe for me to send confidential information through e-mail?
Symptoms:
I need to send confidential information to a customer but I am worried about the security of sending such information using e-mail.
Solution:
E-mail is sent in a clear text format so anyone that has access to the path that the e-mail travels could potentially be able to read it and any attachment included in it. Contact Diebold Eras with you concerns so that we can provide an encryption solution that fits your need.
Q.4 : Why do I get so much SPAM?
Symptoms:
E-mail that you receive is between 50-70 percent SPAM.
Solution:
Contact Diebold Eras about installing a managed anti-SPAM solution on your E-mail server.
- Internet Access
Q.1 : Why do I get a "page cannot be displayed error": when I open Internet Explorer?
Solution:
If your home page is set to an internet web site please try to navigate to another site. Quite often, issues at the site you are trying to reach can cause intermittent down time at the site only. If the issue persists for all sites you are trying to reach please contact Diebold Eras to investigate the issue.
Q.2 : I am trying to access a specific web application and I can not do so. Why is this?
Symptoms:
All other web sites are accessible but a particular vendor web application that I access across the internet is not working.
Solution:
Most web applications use ports other than 80 and 443. These are the only ports that are open for outgoing traffic by default from a client PC. If you need specific ports opened for a web application please have management contact Diebold Eras with the desired change and we will implement it.
|
