STAT!Ref CD-ROM/DVD Frequently Asked Questions

Questions

Answers

I'm getting the message that "I'm trying to access an older library" and my library won't open. What does this mean?

You will get this message if you have run the most recent quarter update but for some reason have put an older disc in your drive.

First you must locate the *.pch sub directory associated with your library. For example: Medical Reference Library would have a medicine.pch sub directory. Open the *.pch sub directory and delete the file *.STC file. In the case of the Medical Reference library this would be MEDICINE.STC

If you are running from a disc make sure you have the most recent quarter's disc in the drive and launch your library. It should now open.

I have the DVD library but I get an error whenever I don't have the disc in the drive. What should I do?

DVDs hold an enormous amount of information that is why we put one of our most popular libraries on a DVD. By design, the DVD must be in the drive to work because the majority of the information is accessed from the disc itself.

If you have enough hard disk space and would prefer not to have the disc in the DVD drive, please contact us and we can switch you to our regular library on CD-ROM. You will continue to receive quarterly updates via CD-ROM, but during your update you will be prompted to install the libraries to your hard drive and be asked to remove the disc after the install/update is complete.

I'm getting an Unhandled exception detected in Teton.exe. message. What should I do?

If you get this error, the best thing to do is to uninstall the program and then reinstall. You will need your registration number and key code for all Teton Viewer Libraries if you do a uninstall.

If you would prefer not to do a uninstall/reinstall then look for and delete these files:

• *.stc
• teton.prf
• Teton.acs (deleting this file deletes all registration numbers and key codes)

Restart your computer and open Teton Viewer. You should be prompted to personalize your software and enter registration number and key code.

I am getting one of the following errors during setup initialization: Error extracting support files; Error installing Ikernel.exe (0x any number); Access is denied; or Error loading Type Library/DLL. What should I do?

Initialization errors can be cased by many things. Please refer to this article for possible fixes to your problem: http://support.installshield.com/kb/view.asp?articleid=Q104986

How do I launch this program after installing it?

There are several ways to do this:

• From the START menu, click on Programs / Teton Viewer/ Teton Viewer
• During the installation an icon is made for you. You can drag this out to your desktop before you close the window.
• You can create a shortcut icon. To do this, open your Teton Viewer folder. The default path is C:\Program Files\Teton Data Systems\Teton Viewer. If you chose another location during installation you will need to do a Search for Teton Viewer. Find the file labeled Teton. It will look like 3 books with a keyboard. Right click on the file and choose "Create Shortcut" from the drop down menu. Drag the shortcut out of the directory and drop it anywhere on your desktop. Tip: You may have to make your original window smaller in order to see a part of your desktop.

What’s the difference between auto copying as opposed to manually copying the libraries to the hard drive?

Just insert the disk into your CD-ROM drive and the auto run* will launch the installation for you. On the splash screen, click Install. On the next screen select "I am a single user" and then click the Install Now button. This starts the InstallShield Wizard. Just follow the on screen instructions through the next view screens keeping the default selections. At the finish screen, click Finish and then click Exit. From the START button select Teton Viewer/Teton Viewer. Enter your name and organization and click [ok]. On the Open Library Screen just click [Trial].

* If the auto run fails, Go to Start > Control Panel > Add/Remove programs > From a CD-ROM or Floppy disk. Follow the on screen instructions.

How do I install the trial?

This can be done through the Administration of Teton Server through the USER Button. Access Teton Server Administration and click on the USER Button. Scroll down to User Account Preferences and change the timeout period. The default time is set to 10 minutes but this can be increased or decreased according to your institutions needs. Make sure you click on the [ENTER] button after changing the timeout period.

The program is asking me to re-enter my registration number and key code. Will I have to do this every time?

This is a rare problem and should only happen for CD-ROM users that that run the library from their CD-ROM and DVD Users. This should never happen for someone who is running the libraries from their hard drive. The exception would be if the Teton.acs file that contains this information becomes corrupted or accidentally deleted.

You will be prompted to enter your registration number and key code if you launch the program with out the CD-ROM or DVD in the drive. Always make sure to have the disc in the drive before you start the program.

We are on a network and my users are getting the message, Cannot update access file in network mode. What should I do?

A recent quarterly update has probably been run and the administrator did not update the access file. To do this an administrator needs to logon to the network and while launching Teton Viewer hold down the Control Key . They will be prompted for a password. Once the password has been entered the access file will be updated and the users will no longer receive this message.

After installing Teton Viewer, I am getting one of the following errors: I/O Error; Bummers; or Warning a new access file is about to be created [ok] Access file could not be deleted [ok].. At this point, the program shuts down. What should I do?

The most common cause for these errors is a conflict with Virus Protection software. Teton Viewer should be installed with any virus protection software disabled. After installation you can re-enable your protection.

You will first need to uninstall Teton Viewer by going through the Control Panel Add/Remove Programs. After a complete uninstall of Teton Viewer, disable any virus protection software you may have running. It is also strongly recommended that you close any other applications that might be running. Insert your disc and do a clean installation. After the program is installed and configured you can activate your virus protection program.

I have titles in my list that are grey and have locks next to them. I can search these titles but I cannot access any of the information. Why?

All of the libraries come with a number of different titles. Only the ones that you have purchased will be unlocked and available.

To hide the locked titles locate the blue padlock in the tool bar. It is next to the red question mark help icon. Clicking this title once will hide the locked titles*. This icon acts as a toggle. Clicking it again will display the locked titles. Conducting a search with the locked titles visible does serve a purpose. It will show you how many hits your search produced in that locked title. Although you cannot retrieve the information, if you consistently get hits in a locked title, it might be a title worth purchasing. Just give us a call and we can give you a new key code over the phone that will unlock any titles you may wish to add to your library.

*You may get an error on your screen when you click the pad lock icon. "Query ID not found in Query list" Just click ok and this error will go away.

I recently added some titles to my library and I have a new key code but where do I enter this new key?

Open Teton Viewer so that you are on the search screen. Go to FILE (in the upper left hand corner) click on File and select Unlock. You can now enter your new key code. No spaces please.

I'm trying to print some information from Teton Viewer but I'm getting a message Print Limit Exceeded. Why is that?

There is a character limitation of 200,000 which is usually between 10 and 17 pages. The best thing to do when you need to print something is do a Print Preview. If the number of pages exceeds 17 then you should print your information in groups: 1-17 and then 18-35 and so forth.

I'm trying to copy some information from my library for a paper I am writing but the copy/save icon just dings. Why is that?

This only happens if you failed to renew your subscription and your library is now out of date. We are following a publisher requirement by disallowing information to be copied or saved from an expired library.

You can still print information from your library but a disclaimer will print at the top stating that This information may be out of date.