Support - Common Software Problems

Introduction

If you get an error message while starting or running Tremcards, don't panic - most errors are very easy to fix.

Most Tremcards error messages are in the form:

STAMP! F=.\filename CT-XX

where filename is the name of the file affected by the error and XX is a number. It is important that you note the filename and CT number since they tell you (or us) what the problem is. The filename is most commonly tremskel or tremuser since they are the first files opened when the program is started.

Common Error Messages

Dongle not found	Users of new PCs with Windows XP and Service Pack 2 installed may find that their PC is unable to detect the Hasp dongle correctly and produces an error message. This is due to a hardware Data Execution Prevention (DEP) mechanism in newer models of CPU (processor) that help to protect the PC from viruses and similar problems. If you get this message and have a PC fitting the above specification, you will need to download updated drivers from the Aladdin website (HASP4_driver_setup.zip, 4.3 MB, v4.99, 11/2005) which will fix the problem. If you have any queries or need any help with this, please contact the IT Helpdesk.
CT-14	This error occurs when a PC is switched off while Tremcards is still running - the most common causes of this are either a power failure or a PC crashing. It tells you that the database has become corrupted and will need to be repaired before it can be used again.
CT-12	This error occurs if you try and open Tremcards when it is already open (if you have a single-user system). It also occurs if Tremcards cannot find a file.
CT-1000	This error occurs if not all the database date-stamps are the same (for both user data and NCEC data). Usually this happens when old user database files have been copied into an upgraded installation. Tremcards cannot run if the database is a different version from the program. When you run your Tremcards upgrade it will automatically update your user database, so you should not copy your old database into the new version.
CT-54	(Print only Tremcards) This error occurs when Tremcards has not been provided with a copy of the main user's database. Tremcards needs a database to run and while the standard program creates its own when you first run it, the print only version does not.

What to do if you get one of these messages

CT-14

The corrupted files can usually be repaired or rebuilt using a utility program which is included on your Tremcards CD.

Open Windows Explorer
Put your Tremcards CD in your CD drive. It will auto-run and offer to start installing Tremcards - click on cancel
In Windows Explorer, click on your CD drive (usually d)
There is a folder called utils - double-click on this
You should see a list of 4 files on the right hand side of the screen - one of these is tremrbld (it may be listed as tremrbld.exe)
Right-click on tremrbld and then click on Copy
Click on your Tremcards folder (usually c:\Program Files\Tremcard) and you should see a long list of files
Right-click on the folder name (Tremcard) and then click Paste
tremrbld should then appear in the list of files
Double-click on tremrbld to run the program - you will see a DOS window open and possibly some text scrolling in the window, then the window will close (on some PCs this will be too fast to see anything other than a flicker)
Start Tremcards

CT-12

Check that you do not already have Tremcards open - it may be hidden behind another window.
If you run single-user Tremcards on a network, check that someone else is not already using the program. When someone is using the program it will 'lock out' any other attempts to use it.
If you run multi-user Tremcards, check that you are not trying to exceed the number of licensed users.
If none of these points apply, check that the Tremcards database has not been moved (for example, someone may have moved the files while making a backup, instead of copying them).
If you are still getting the error message you should check the tremcard.ini file and if necessary edit it so that the Tremcards program is looking in the right place for its data:

Make sure that no part of Tremcards is running (i.e. make sure that you have closed the error message and problem report windows)
Open Windows Explorer
Find the Tremcards folder (usually c:\Program Files\Tremcard) and click on the + next to it
In the list of files on the right-hand side of the screen you should see one called tremcard (or tremcard.ini)
Double-click on this file to open it. It may ask you which program should be used to open it - scroll down the list offered and click on Notepad
You need to add a section at the bottom:

[Database]

DataPath=c:\Program Files\Tremcard

You should make sure that you do not leave any spaces anywhere except in the folder name. If your Tremcards data is not in c:\Program Files\Tremcard you will need to replace this with the correct folder name.
You may find that this section is already there, in which case you just need to check that the folder name is correct.
Click on File, Save (in the menu)
Start Tremcards

CT-1000

In order to repair the problem you will need to reinstall your upgrade.

Uninstall the version of Tremcards that you have just installed
Install the previous version of Tremcards again
Copy the four database files into the Tremcards folder
Run the upgrade again but do not replace the database files afterwards
Tremcards will now run

Alternatively, you can send the four database files to the NCEC and we will upgrade them for you. You can then copy them into the new version of Tremcards.

CT-54

If you already have a copy of the main Tremcards database, copy it into the Tremcards folder (usually c:\Program Files\Tremcard). If you do not have a copy, contact the person in charge of supplying you with a copy of the Tremcards database.

NB - the program and database must be the same version, otherwise the program will still not run and you will get a CT-1000 message.

Forgetting your password

The password (if you have one) is stored in the user database files, in an encrypted form. This means that you cannot 'look up' the password if you forget it. We have therefore included a program on your Tremcards CD which will delete the password; you can then re-start Tremcards and re-enter a password. You may use the same password again if you wish.

Deleting the password

Open Windows Explorer
Put your Tremcards CD in your CD drive. It will auto-run and offer to start installing Tremcards - click on cancel
In Windows Explorer, click on your CD drive (usually d)
There is a folder called utils - double-click on this
You should see a list of 4 files on the right hand side of the screen - one of these is killpass (it may be listed as killpass.exe)
Right-click on killpass and then click on Copy
Click on your Tremcards folder (usually c:\Program Files\Tremcard) and you should see a long list of files
Right-click on the folder name (Tremcard) and then click Paste
killpass should then appear in the list of files
Double-click on killpass to run the program
Start Tremcards

NB - If you keep your Tremcards data on a network drive you will need to copy killpass there.

Other Error Messages

These are listed in the Tremcards Help and manual.

To access the Help

Open Tremcards
Click on Help, Contents
Double-click on Error Messages.

To access the manual

Open Windows Explorer
Put your Tremcards CD in your CD drive. It will auto-run and offer to start installing Tremcards - click on cancel
In Windows Explorer, click on your CD drive (usually d)
There is a folder called manual - double-click on this
You should see a list of 4 files on the right hand side of the screen - one of these is manual (it may be listed as manual.pdf)
Double-click on manual
The Error Messages are listed in the first (bookmarks) section

As a valued customer, you are welcome to contact the NCEC's IT Helpdesk if you need any additional help or advice.