CALDES SUPPORT KNOWLEDGE BASE

Last updated 20 August 2010

1. START HERE

Welcome to the Caldes Online Support Knowledge Base.

Searching: To search for specific words or phrases, hold down your ‘Ctrl’ key and your ‘F’ key in most browsers and then type in the keyword(s) to find. Keep the phrase as short as possible.

If a problem can’t be solved using this knowledge base, please click here to Email support and supply as much as possible, even out of office hours and we will try and get back to you as soon as possible. It will really speed us up in solving your query if you provide specific examples even if it is happening in all cases.

Which Product/Service? (Click a link)

DEVELOPMENT VALUER Go to 2

EXPRESS SOFTWARE /AGENT Go to 3

ENTERPRISE SOFTWARE /AGENT Go to 4

WEBSITES AND PORTALS Go to 5

EMAIL HOSTING (if not to do with emailing from a product above) Go to 6

2. DEVELOPMENT VALUER

2.1. Is there a manual I can download?

2.1.1. Click here to download the manual.

2.2. How do I send/email a project to another Caldes user?

2.2.1. Select File Menu > ‘Email – Prepare for Caldes users’

2.2.2. Email the 5 files shown to the other user.

2.2.3. When they receive them, to use the project they must copy the files to their C:\CALDES\ folder or similar (but not the desktop)

2.2.4. Then open the Caldes development valuer software (you cannot open the files by double clicking on them in windows explorer.)

2.2.5. From the ‘Setup Wizard’ go to finish setup and select ‘open existing project’ and open it from where ever you saved it.

2.3. Can’t print but can save files

2.3.1. What kind of printer?

2.3.1.1. HP

2.3.1.1.1. Some HP printer drivers clash with our software.

2.3.1.2. Try one of the following solutions:

2.3.1.2.1.1. Try another printer

2.3.1.2.1.2. Print to a PDF if you have a PDF printer installed.

2.3.1.2.1.3. Export the file to Excel and print from there.

2.3.1.2.1.3.1. To do this, go to the page that you want to print

2.3.1.2.1.3.2. Select ‘Spreadsheet control menu’-> ‘Proprietary spreadsheet’ -> ‘Import current spreadsheet’

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2.4. Can’t print or save files

2.4.1. Is this definitely a licensed version of the software because those functions are disabled in the demonstration software? To can find out by checking what happens when you first start the software. Does it go straight in to the ‘Back of Envelope’ screen or is there a message first asking you if you want to run a demonstration license.

2.5. The appraisal has strange ‘Hieroglyph / Symbol’ type characters on it instead of normal text

2.5.1. Restart the PC, delete the c:\caldes\cddev\cdtempl folder (and contents) ONLY. Reinstall the software from the website. Test – no need to license until working fine. If this problem keeps re-occurring, go to the c:\caldes\cddev\cdtempl\caldes5.exe application file, right click, select properties, select the compatibility tab, tick ‘Run this program in compatibility mode’ and select Windows XP or similar. You may then need to repeat this point from the beginning by installing one more time.

2.6. Can’t start/run the software at all (i.e. it won’t even start – for any pop up error, see below.)

2.6.1. Which operating system?

2.6.1.1. Windows XP – Should start fine. See below for other issues.

2.6.1.2. Windows Vista – Should start fine. See below for other issues.

2.6.1.3. Windows 7

2.6.1.3.1. Try running the software in compatibility mode (by right clicking on the C:\CALDES\CDDEV\CDTEMPL\caldes5.exe application from Windows Explorer and selecting properties. Set it to Windows XP.)

2.6.1.3.2. Are you running windows 7 64 Bit? (Not sure? Go to Windows Explorer, right click on ‘Computer’ and select Properties.) If compatibility mode does not work, download Windows Virtual PC, free from Microsoft: http://www.microsoft.com/windows/virtual-pc/download.aspx

2.6.1.4. Mac

2.6.1.4.1. Software is not Mac compatible but will run under the Mac ‘Parallels’ software and within that you install Windows for Mac. Check with your Mac software supplier or administrator.

2.7. Software crashes or comes up with an error

2.7.1. Is it a pop up error message? (I.e. the computer does not crash/freeze completely)

2.7.1.1. If you get ‘An error has occurred in your application’, a ‘general protection fault’, or ‘VTSS.VBX’ error or similar? Try the following:

2.7.1.1.1. Shut down the computer completely (this is to remove the software from memory.)

2.7.1.1.2. Start the computer

2.7.1.1.3. Delete the following folder only: C:\CALDES\CDDEV\CDTEMPL\

2.7.1.1.4. Re-install the software by running it, BUT DO NOT ACTUALLY RUN THE SOFTWARE. (You may need to select ‘Repair’ as it was installed already.) Don’t worry about licensing the software yet. Let’s focus on getting it running correctly first.

2.7.1.1.5. Go back to Windows Explorer and Run the software in compatibility mode (by right clicking on the C:\CALDES\CDDEV\CDTEMPL\caldes5.exe and selecting properties, then compatibility. Tick the box if not already ticked and set it to Windows XP or similar.) Now try and run the software.

2.7.1.1.6. If this still does not work then this is a permissions issue. You now need run the software as an administrator. Right click on the caldes5.exe. Then either:

2.7.1.1.6.1. Select Run as... and select the administrator option from the first pop up menu

or depending upon computer...

2.7.1.1.6.2. Select properties, select the Compatibility Tab and then tick ‘Run this program as an administrator’ and apply this. Run the software again. Every time you run the software you will have to click ‘Allow’ in the User Account Control pop up box that comes up automatically each time.

2.7.1.1.6.3. Alternatively you could turn off account control from your Control Panel -> User accounts option, although we don’t recommend this as a permanent solution, just to see if this is the problem.

2.7.1.2. If not any of the above, note the initial pop up error message (and second if any, but not any subsequent messages) and then press escape a continually until the pop up goes away. Close the software. Restart and try again. If this continues, please send a screen shot if possible and email over along with the project. To email the project, select File Menu > Email – Prepare for Caldes users. When does this happen? E.g. running the sensitivity analysis. If the software is not fully licensed then you may see a message about licensing the software.

2.7.2. Is it a crash? (i.e. the screen freezes without a pop up message.) We need to know, which operating system? If possible can you email a screenshot too or note exactly what is on screen? Please email the project over, by selecting File Menu > Email – Prepare for Caldes users.

2.8. Can save files to a network drive, but not open them

2.8.1. To resolve this, add a subdirectory with a short name (e.g. caldes) to the network location and share this whole folder as say the Y drive. You should now be able to find this drive and add and save to it.

2.8.1.1. Once you can do this correctly, we also recommend that you set up a default network location so that you can find it next time. To do this, open any project then select the Save Files dialog box from the File menu. From here find your drive and select it. Then click on the ‘Set up a default storage directory’ button to save it for next time. Type in the admin password to finish (which you will need to obtain from Caldes.)

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3. EXPRESS AGENT / SOFTWARE

3.1. For anything to do with an Express Website or Portals, see the websites and portals section

3.2. Can’t access the software at all

3.2.1. Which browser are you using? It should be one of the main ones, such as Internet Explorer or Firefox on a PC or a Mac.

3.2.2. Can you access other websites from the computer in question, including www.bbc.co.uk? If not then the problem is your connection to the internet.

3.2.3. Is the domain address correct? Please double check this carefully.

3.2.4. What error do you get? Please send a screenshot.

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4. ENTERPRISE AGENT / SOFTWARE

4.1. For anything to do with an Enterprise Website or Portals, see the websites and portals section

4.2. Can’t access the software at all

4.2.1. Which browser are you using? It should be Internet Explorer on a PC, not a Mac.

4.2.2. Can you access other websites from the computer in question, including www.bbc.co.uk? If not then the problem is your connection to the internet.

4.2.3. Is the domain address correct? Please double check this carefully.

4.2.4. What error do you get? Please send a screenshot

4.3. Letter writing tool won’t install / work correctly.

4.3.1. It is possible that this is corrupted. You will need to remove it and reinstall it.

4.3.2. Open Command Prompt (if running XP or earlier the easiest way is to click on ‘Run’ in the start menu and type CMD and press return. If you are running Vista or newer, just type CMD into the search box on the start menu and you may have to run as an administrator.)

4.3.3. Command Prompt will open which looks like a black box with some white text in (see example below)

4.3.4. Type the following into Command Prompt and press return (without the quotes): ‘cd c:\windows\downlo~1’

4.3.5. If this works without giving an error message, then type ‘del tx*’ (again without the quotes) to delete the relevant files

4.3.6. That’s it! You can close the Command Prompt window, and then try to download a letter in Caldes again and it should re-download the letter editor tool.

4.4. How do I delete a job?

4.4.1. You need to be an administrator to delete a job. To make someone an administrator, log in to the options system and add them in as an administrator in Users, administrators and passwords section.

4.5. How do I make a property ‘For sale’ AND ‘To let’ at the same time?

4.5.1. If you have a general job type, such as ‘Disposal’, make the tenure ‘All’ or similar.

4.5.2. If you have a Sale job type and a Letting job type then add one of each.

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5. WEBSITES AND PORTALS

5.1. Property not showing on a website or portal

5.1.1. Who hosts the website?

5.1.1.1. Caldes hosted website. In the back office, check the status of the property and the ‘On website/On Market’ tick box. Everything is much simpler if we host your website. If the property is still not showing then please contact us ensuring that you provide at least one specific example.

5.1.1.2. Hosted by Third party / Portal

5.1.1.2.1. Is the property in the back-office? Did someone upload the property manually to the third party website?

5.1.1.2.2. Is the account that you are using to send the information still valid? (E.g. you are sending properties to an external portal and the username or password has expired.) If so please update us with the new account details.

5.1.1.2.3. There is a delay between changing the status of a property and it reaching the third party. This is something that Caldes do not have full control over as the third party will often only import data overnight. When was the property status/job information/image/PDF brochure last changed? Please wait at least 24 hours (sometimes 48 hours, depending on the third party) before asking Caldes to check further

5.1.1.2.3.1. If a link to property details (brochure or PDF) is broken on the website, has someone changed uploaded a different PDF brochure in the last few days? Wait for the next feed to correct this. Changing the filename back will mean that the next feed will then be wrong, so it’s best to just leave it.

5.1.1.2.3.2. If greater than 24 hours, which third party:

5.1.1.2.3.2.1. Estates Gazette (EGPL):

5.1.1.2.3.2.1.1. If you are trying to remove an old property from EGPL, because of the way the EGPL feed works it is possible that communication has been broken for this property. Please remove it manually.

5.1.1.2.3.2.1.2. If you are trying to add a property to EGPL, log into the Enterprise back office and from the home page, click on the EGPL properties report and check to see if the property is in the queue. If not, try finding it in the various lists (available from the drop down list on this page) and clicking the checkbox to re-send it.

5.1.1.2.3.2.2. All other feeds, portals and hosts: Caldes need to check the appropriate server logs to see when the feed last went and if the property was in the feed

5.1.1.2.3.2.3. Is this a:

5.1.1.2.3.2.3.1. Specific property issue. Please provide a full example of the problem (e.g. The property and the specific portal(s) or website)

5.1.1.2.3.2.3.2. Multiple properties but not all. Please provide a full example of the problem (e.g. One or two properties and the specific portal(s) or website)

5.1.1.2.3.2.3.3. All properties (e.g. feed has not run at all.) Which portal(s) or website? When did it last run correctly, if known?

5.2. Property showing but information is not correct

5.2.1. Images not showing

5.2.1.1. If the property was added quite a long time ago (say 18 months) and has been relisted then in some rare occurrences, images with old dates on them may appear to have already been sent but the receiving portal does not receive them. Findaproperty and Primelocation particularly have this problem, even though Findaproperty use the identical feed as Rightmove which does not have this problem. The only solution is to trick the site into thinking this is a new image. To do this, download the old image. Edit it in any image editor and save it as a new name and then replace the old image with the new one (which will now have a current date and a new name.) You only need to change image number 1. All the other images will then follow the first image. Please then allow 24 hours for the feed to send the images.

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6. EMAIL, UNLESS SENT USING ONE OF THE ABOVE PRODUCTS

6.1. Emails are not sending or are not receiving or both

6.1.1. Ensure that the outgoing server (SMTP) has authentication set, using the same settings as the incoming server

6.1.2. Ensure that encryption (SSL) is not set

6.1.3. Check that the incoming and outgoing server are set to mail.yourdomain.co.uk

6.1.4. Check that the username is set as your email address

6.1.5. Check that the password is correct

6.1.6. Your router / firewall could be blocking the email software. Please check the SMTP outgoing port for your router. For instance the outgoing server settings in Outlook may need to be changed from port 25 to port 587 or similar.