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Frequently Asked Questions for Version 4.x


Troubleshooting TCOnow! and ROInow!

Q When starting CIOview Player, I got an error saying You are a registered CIOview user, however, this product is not licensed.
A This can occur when you have registered, but did not receive or did not open and click-through your confirmation email. If you have not recieved your confirmation email yet, please check your spam folder and add CIOview.com as a valid mail sender. Please click through the confirmation link in your registration email, and you're ready to start your TCOnow! analysis!
   
Q When starting CIOview Player, I got an error saying The license has the following problems: not issued for this computer *.
A This occurs when moving the Player to another machine, or changing your network card. Please Open the Player and choose 'Help | Register' from the main menu. Re-register your PC with it's new hardware configuration and save the license as instructed by the email you'll receive.
   
Q I recently installed a new version of a TCOnow! content module and got an error saying that An error occurred while gathering content module information. Object reference not set to an instance of an object.
A Please be sure you are running the latest CIOview Player. Please Upgrade the CIOview Player. Alternatively, when you re-launch the CIOview Player, click Yes to the following dialog: A new version of the CIOview Player is available. Would you like to download and install this now?
   
Q Recently, I got a new PC/laptop. Can I transfer my license?
A No. Each license is tied to an individual machine. Please install the CIOview Player software on this new machine and register.
   
Q Why do I receive a Could not get a list of available Content Modules error when browsing for available content modules?
A Once installed, the CIOview Player will connect to the CIOview Website to find out what ROInow! and TCOnow! products are available for download. This error indicates that the CIOview Player cannot reach the Internet due to either a reverse firewall or to a custom setting on your corporate network.
If you have a reverse firewall such as ZoneAlarm or Norton Personal Firewall, you should:
  • Open your CIOview player and select "Help -> Personal Firewalls" from the menu bar
  • Follow the instructions showing how to set your firewall to allow the CIOview player to access the Internet
If you do not have a reverse firewall, you should run CIOview's network diagnostic tool by:
  • Open your CIOview player and select "Help -> Test Network Settings" from the menu bar
  • Follow instructions to send Contact.log file to CIOview support.
   
Q Why do I receive a message saying An error occurred while getting product data when browsing for available content modules?
A If you use a Web proxy to access the Internet, you will need to configure the CIOview Player to use that proxy when it connects to the CIOview Website to find out what ROInow! and TCOnow! products are available for download. Simply:
  • Open your CIOview Player and selct "Help -> Proxy Settings" from the menu bar
  • Click the checkbox next to "My Proxy Server Requires a User Name and Password"
  • Enter your User Name and Password, and then click Ok
   
Q When I open your software, I see a message telling me that The CIOview Player cannot connect to the Internet. I know I'm connected to the Internet. What's going on?
A First, you should open a Web browser to test that your Internet connection is in fact working. If you can connect to the Internet using IE or Firefox, you should run CIOview's network diagnostic tool. This tool will detect whether your network has a custom setting that fools CIOview's software into thinking that you are working offline. Run the diagnostic tool by:
  • Open your CIOview player and select "Help -> Test Network Settings" from the menu bar
  • Follow instructions to send Contact.log file to CIOview support.
   
Q I connect to the Internet through a proxy. Why can't I use the CIOview Player to Browse for Available Content Modules?
A Verify that your proxy settings are correct in the CIOview Player by going to the “Help – Proxy Settings” menu. This screen should contain your proxy settings. You can also manually specify your proxy settings as well as your Username and Password.
   
Q I am connecting to the Internet via a VPN (Virtual Private Network), but when I open the CIOview Player, I get a message saying that the player cannot connect to the Internet. What should I do?
A Connecting via VPN can block your connection to CIOview's license server. The VPN will not allow the CIOview Player to connect directly to the Internet. You will need to disable the VPN and connect to the Internet directly.
   
Q I'm running a local firewall on my system. When I open the CIOview Player, why do I receive a Could not connect to the Internet error?
A A reverse firewall running on your local system can block the connection to the license server. To connect, you will need to specify the CIOview Player as an acceptable application for connection to the Internet. Open your CIOview Player and click on "Help -> Personal Firewalls" for instructions.
   
Q My company uses a firewall or a SOCKs server for Internet connection. When I open the CIOview Player, I get a Could not connect to the Internet error. How can I solve this problem?
A Some firewalls will hinder the connection to our license server. You will need to make sure that the HTTP (Port 80) and HTTPS (Port 443) ports are open to establish a successful connection.
   
Q I recently tried to install SecurityNOW! and received an error saying the content module could not be installed.
A Some of our content modules require Microsoft's .NET Framework v1.1. This is not part of the Windows 7 operating system and needs to be installed separately. If you are receiving errors when installing a content module, please make sure that you have .NET 1.1 installed. If it is not installed, please install .NET 1.1. As always, you need to be logged in with administrator privileges to run CIOview Player and install content modules.


Downloading and Installing ROI/TCOnow!

Q I tried to download the software from the CIOview Web site. Why am I unable to receive the setup file?
A Check your Internet connection settings. In some cases, companies set up firewalls to prevent the downloading of .exe files to your system. You can either speak with your systems administrator to temporarily remove the block. Alternatively, you can run CIOview's network diagnostic tool by:
  • Open your CIOview player and select "Help -> Test Network Settings" from the menu bar
  • Follow instructions to send Contact.log file to CIOview support.
   
Q What are the minimum requirements for running the ROInow! or TCOnow! Release 4.x?
A You must have Windows XP (Service Pack 2 or greater) or Windows 7, Internet Explorer version 8.0 or higher, the Microsoft .NET Framework v1.1 and v2.0 and a connection to the Internet.
   



Using ROI/TCOnow!

Q I use Firefox/Google Chrome as the default browser on my computer. Will this affect the operation of the CIOview player?
A No. The CIOview Player does require that Internet Explorer 8.0 or higher be installed on your system but it does not need to be set as the default browser.
   
Q When opening the CIOview Player, why are only the File and Help menus active?
A The CIOview Player has not been properly registered. You can register by opening the CIOview player and choosing "Help->Register" from the menu bar. Fill out the registration form and then click "Submit."
   
Q I registered the CIOview Player, but it still only shows the File and Help menus as active. Why is the player asking me to register again?
A When you register your CIOview Player, you will automatically receive an email asking you to confirm your registration. You will need to click through that link to start using our software.
   
Q After opening the CIOview Player and browsing for new modules, I do not see any CIOview modules with a "license available" for download. How do I get licensed for content modules?
A The CIOview Player is used to display the content modules. If your company is a CIOview Business Partner, then the company needs to purchase a group license for the content module. If you believe that you are entitled to an individual or group license, please contact CIOview support.
   
Q I was prompted to update to a new version of a Content Module. Will I lose the changes to my current project?
A Any values that you have changed in the project will not be lost. However, any default values will be updated with new information. This is necessary to ensure that you have the most recent pricing and updated data.
   
Q How do I know that I have the most up to date version of a Content Module?
A Once you have installed your Content Module, you will be informed that there is a new version of the module available when the CIOview Player is opened. Simply click Yes to get the new version. You can also use the "Browse for Available Content Modules" button which will show you if any modules have an update available.
   
Q I made a change to a question and would like to get the original value back instead. How can I return to the default data?
A Right click in the cell and choose "Restore to Default". This will restore the original value in that cell.




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