Troubleshooting

Error Messages (Internet version)

In Release 20 these error messages will appear in dialog boxes. When using Legacy Login, these messages will appear in the status field. (See screenshot)

Message	Explanation
User ID not authorized to run program	You are trying to log in using a master account. Please log in using a student sub-account.
Account locked	Please contact VIASINC Accounting department.
Account expired	This is an Internet Site License account and has expired.
Out of time	No time remains on the account.
Invalid airport code	The specified airport code is invalid. Please provide a valid airport code.
Must initialize the environment settings	The account has no environment settings. Please initialize the environment before using the program.
Number of users at maximum	Your Internet Site License does not permit any additional logins. Please wait until another user logs out.
x.x.x.x not allowed (where x is a number)	The specified IP address is out of the subnet permitted by your Internet Site License.
Get connection failed	An Internet connection is absent. Please connect to the Internet.
An error occurred while trying to logout from the server. Some of your data such as tracking information and bookmarks may not have been uploaded. Do you wish to exit anyway?	The Internet connection has been interrupted. Please reconnect to the Internet and try to log out again.
Unable to communicate with the server. The session may have timed out. Please logout now. Then login again.	Your VIASINC session has been inactive for 20 minutes. For security reasons, it has been disconnected.
Your proxy server has denied access. Please select a proxy server user name and password by clicking on the Advanced button in the Log In dialog box.	You need to configure the VIASINC Courseware Browser for proxy authentication. See Proxy Server Configuration for directions.

Problems with Windows User Profiles

This only applies to the CD-ROM version and the Courseware Browser.

In some school networks, individual users do not have a Windows User Profile. This can cause problems when the VIASINC program is run. The VIASINC program stores data such as the user's bookmarks, activation word, printer settings, and last location in his or her Windows User Profile. If no Windows User Profile is present, this data is lost when exiting the program. VIASINC strongly recommends that each user who runs VIASINC have his or her own Windows User Profile. If this is not possible, the program will still operate, however students will need to enter the activation word each time. They will also lose the convenience of having bookmarks, printer settings, and the last location remembered when they log out.

Release 20 CD-ROM Javascript Errors

If you see the following error message when you are running Release 20 Apollo, please contact the VIASINC Customer Support Group. We will provide you with a new CD-ROM as soon as possible.

Release 20 Installation

This applies to the Release 20 Site License CD-ROM.

If, after clicking "Install VIASINC Program" on the initial install dialog, the installation wizard does not appear, there may be a problem. In order to fix this problem, you must follow these steps:

Click "Cancel".
Click on the Start menu and select "Run".
Type in D:\VIASINC\SETUP substituting D: for your CD-ROM drive letter. If you do not know your drive letter, consult your system administrator.

Alternatively, you can follow these steps:

Click "Cancel".
Double-click on the "My Computer" icon on your desktop.
Right-click on the icon labeled "VIASINC".
Select "Open" from the popup menu.
Double-click on "VIASINC".
Double-click on "setup" or "setup.exe".

If you still encouter trouble running or installing VIASINC, please request help.