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  Common Issues

Common Issues

EMAIL:

PROBLEM: How to setup the default email program to Advantage Xi
SOLUTION:  The solution depends on the operating system you have.
Windows 7: Controlled by the default programs settings
1) Start > Default Programs > Setup program access and computer defaults
2) click on the down arrow to the right of CUSTOM
3) scroll down to "Choose a default e-mail program
4) select (*) Mark-It Advantage Xi > OK

Windows XP: Internet explorer controls the default email program - to change the default email program go into Internet Explorer > Tools > Internet Options > Programs > Email > Mark-It Advantage Xi > OK

PROBLEM: Error 0 in email program and it keeps looping and I can't get out.
SOLUTION (Part 1)If Advantage Xi is in some kind of loop use the following steps to stop the program.
1) Right-Click on your Windows Start Bar at the bottom of the screen and choose "Start Task Manager".
2) Click on the PROCESSES tab of Task Manager and search for "Mark-It Advantage Xi.exe" - Highlight it and click the
END PROCESS button to remove it from memory.

SOLUTION (Part 2): Correct the Error 0 - due to database size
1) Run Advantage Xi and goto Utilities > Database Utilities and  look a the Size of the database... If the Size is over 2,000,000,000 (2GIG) then click on the Compact/Repair to compact the database.

SOLUTION (Part 3): Correct the Error 0 - due to bad email in Outbox
1) Go into Utilities > Options > Email Options > (CHECK) Check Email Options Manually
2) Go into the Email program and click on the OUTBOX - move the LAST email in the list from the OUTBOX to the SEND ERRORS
3) Check emails and make sure it works correctly.
4) Go into Utilities > Options > Email Options > (UNCHECK) Check Email Options Manually
.

PROBLEM: Printed emails need larger Margins
SOLUTION: Internet Explorer controls the margins of the printed emails. Go into Internet Explorer and click on FILE > PAGE SETUP… and change the margins as needed. IF that does not correct the problem then RIGHT-CLICK on the Internet Explorer and RUN AS ADMINISTRATOR then goto FILE > PAGE SETUP… and correct the settings as needed.

PROBLEM: When I send an email I don’t get a copy of the email in my “Sent” folder
SOLUTION: your own email is in the BANNED list - goto the Tools > View Banned/Blocked List (goto the Banned list and CHECKMARK your email and then click the button to Delete it from the list)

PROBLEM: When I check emails I get a message “Error with user authentication; Server says: 535 Authentication failed”
SOLUTION: Edit your mail account settings and correct your User Name and/or Password.   Goto Mail Options > Mail Account Setup > (Edit your Account) > Change the User Name and or Password then Test. 

PROBLEM: When I check emails I get blank listings without any email body
SOLUTION
: The database is over the 2GIG limit - you will need to compact the database (Utilities > Database Utilities > Compact/Repair) To prevent this issue from happening again you should also setup an ARCHIVE Folder and archive some of the older emails.  

PROBLEM: How do I archive old emails
SOLUTION:
To setup an Archive folder, from the email screen, click on  Tools > Options... > click on the [Setup] button to select an archive folder.  If you already have a folder on a shared network then select that archive folder.  Otherwise you can create a new folder and select it.  We recommend putting the archive folder in "C:\Program Files\Mark-It Systems\Mark-It Advantage Xi\ARCHIVE\" OR if you have Windows 64 bit then it will be "C:\Program Files (x86)\Mark-It Systems\Mark-It Advantage Xi\ARCHIVE\".  Once you have the folder select then set the number of days to archive and press the [Archive NOW] button.  Check the Automatic option to have Advantage Xi automatically archive when you exit the email program.

PROBLEM: I changed computers and now I don't have my older emails.
SOLUTION
: Your old computer was setup to ARCHIVE old emails and when you changed computers you did not copy the archive folder OR you don't have the archive folder setup on the new computer.   If you do not have the ARCHIVE folder on your new computer then copy the ARCHIVE folder from the old computer to the new computer then use the instructions in the problem above to setup the archive folder.    When you copy the archive folder you MUST get ALL files in that folder - Do not make the mistake of getting just the newest file.  The archive folder are normally located in "C:\Program Files\Mark-It Systems\Mark-It Advantage Xi\ARCHIVE\" OR if you have Windows 64 bit then it will be "C:\Program Files (x86)\Mark-It Systems\Mark-It Advantage Xi\ARCHIVE\".

PROBLEM: When I type an email the font settings change for not reason.
SOLUTION
: Many times this is caused by the SIGNATURE that you have setup.  Especially if you pasted an previous signature from Microsoft Outlook.  Outlook adds special font settings that can cause problems when you don't copy the entire signature setup including the header information.   The best option is to start a new signature and manually set it up in the Advantage Xi signature setup screen without pasting it in from outlook or word.

ADDRESS BOOK:

PROBLEM: When I go into the Address Book I don’t see any of My Contacts
SOLUTION: Click on the “Contact Type” down arrow and choose: [All Types].

PROBLEM: I’m missing all my notes in my contact
SOLUTION: Notes can be categorized by a note type, you may be looking at a note type that does not have any notes. Change the note type to (ALL NOTES)

PROBLEM: How do I classify a contact
SOLUTION: Goto the “Additional Info” tab of your contact and click on the “Classifications” button on the right side of the tab area to display a master list of classifications. From there you can add new classifications using the blue plus as well as select classifications for this contact by placing a checkmark on the items needed.

PROBLEM: When I Print an Envelope it does not print correctly
SOLUTION: The main problem on this is the PAPER SIZE may not be set to the correct ENVELOPE SIZE - When you go to print the envelope, on the Print Options screen click on the [CHANGE...] button next to the printer.  Change the Paper Size to the Correct Setting for your Envelopes (Usually something like:  ENVELOPE #10 or COM 10 - Envelope) then press the OK button.  When you get back to the Print Options screen place a CHECKMARK in the "Save Options Permanently" so you don't have to change the setting again on this particular envelope layout.  EACH ENVELOPE LAYOUT can be set differently so you may need to check the settings on any other layouts that you normally print.



WORD PROCESSOR:

PROBLEM: When I try to open a file the screen is all messed up.
SOLUTION: You may be using LARGE FONTS on your screen setup. To correct the problem either change your screen fonts back to NORMAL 96dpi or from the word processor go into EDIT > OPTIONS and place a chechmark in the LARGE FONTS checkbox.

PROBLEM: I’m on a networked computer and the saved letters are not the same.
SOLUTION: Letters are external documents and not part of the database, so they don’t get sync’d with the data in the database. In most cases a networked system will have a shared folder on the master. Each of the workstations need to point their library settings to the \\SERVERNAME\Mark-It Advantage Xi\Library folder by going into the Word Processor > EDIT > OPTIONS and click on the […] button of the Library Folder selection. Choose the shared folder then press the OK button


MISCELLANEOUS ISSUES:

PROBLEM: I try to run Advantage Xi but it does not open (no login screen or anything)
SOLUTION: Advantage Xi is already running in the background.  Only 1 copy of Advantage Xi can run at any given time.  You can Right-Click on your Windows Start Bar at the bottom of the screen and choose "Start Task Manager".  Goto the PROCESSES tab of Task Manager and search for "Mark-It Advantage Xi.exe" - Highlight it and click the END PROCESS button to remove it from memory.

PROBLEM: I get several errors, can't add contacts, can't get emails and it won't sync.
SOLUTION: The database size is over the 2GIG limit - you will need to compact the database (Utilities > Database Utilities > Compact/Repair)

PROBLEM: When I go to sync I get a PROBLEM.
SOLUTION: Another  user may be syncing to the database and you need to wait for them to finish - if that is not the case then the database size may be over the 2GIG limit - you will need to compact the database (Utilities > Database Utilities > Compact/Repair)

PROBLEM: Getting an Error 3050 "Could not lock file".
SOLUTION: In most cases this is caused by the AntiVirus or Spyware software scanning our database while we are trying to access it and it has locked us out during the scan. For Microsoft Security Essentials - simply open the settings tab and select the EXCLUDE PROCESSES item in the list on the left then click [Add...] and select our main program for 32 bit versions of windows select "C:\Program Files\Mark-It Systems\Mark-It Advantage Xi\Mark-It Advantage.exe" for 64 bit versions of windows select "C:\Program Files (x86)\Mark-It Systems\Mark-It Advantage Xi\Mark-It Advantage.exe" - Another cause of this problem is on ONLINE backup systems like Carbonite that backup files when they change.  If you have the backup program setup to backup the Contact.mdb automatically, you need to change it so that it only does the backup when you are not using Advantage Xi (Late at night or early in morning) - The problem is that Advantage Xi is constantly changing the database file and when the online backup system sees a change to the file it will try to backup the file.  While it is backing up the database it will lock that file and Advantage Xi can't access it if it's locked.

PROBLEM: When I go to sync I get a PROBLEM on my MASTER.MDB.
SOLUTION: Another  user may be syncing to the database and you need to wait for them to finish - if that is not the case then the database size may be over the 2GIG limit - you will need to compact the database (Utilities > Database Utilities> Right-Click on the MASTER.MDB listed in the databases to sync and choose "Compact/Repair")

PROBLEM: Getting an Error 0 when I start Advantage Xi
SOLUTION: The database may be over the 2GIG limit or there is some other probelm reading the datbase file - you will need to compact the database HOWEVER since you can't get into Advantage Xi you need to run the compact/repair utility from the system folder. 
Double-Click on your "My Computer"
Double-Click on your "LOCAL DISK C" - Unless you have Advantage Xi on another drive.
Double-Click on  "Program Files (x86)" (if you have it) or "Program Files"
Double-Click on "Mark-It Systems"
Double-Click on "Mark-It Advantage Xi"
Double-Click on "System"
Double-Click on "CompactDB.exe" then click the [Click HERE To Begin Compact] button.

PROBLEM: When I go to compact the database it comes back to the program very quickly without compacting.
SOLUTION
: The database is currently open by some other program.  Make sure no other user in your network is syncing, and if you use the XiNotes program, you will need to make sure EVERYONE in your network exits the XiNotes.  To Exit XiNotes, goto the windows SYSTRAY (lower right corner or windows) and right-click on the YELLOW STICKY NOTE of XiNotes and choose EXIT.

PROBLEM: Getting a "Database is Missing" Error when I run Advantage Xi
SOLUTION: The database compact/repair had some kind of problem and was not able to use the compacted database.   you will need to rename the backup copy of the database to the correct name.
Double-Click on your "My Computer"
Double-Click on your "LOCAL DISK C" - Unless you have Advantage Xi on another drive.
Double-Click on  "Program Files (x86)" (if you have it)  or "Program Files"
Double-Click on "Mark-It Systems"
Double-Click on "Mark-It Advantage Xi"
Find the file:  "Contact.mdb2" and remove the 2 off the end by Right-Clicking on the file and choose RENAME.  Rename the file to "Contact.mdb" and press Enter then run Advantage xi again.

PROBLEM: There are some updates that won't load, it says to turn off my Anti-Virus.
SOLUTION
: Files can only be updated if they are not being used.  In some cases an Anti-Virus program could be scanning the file it's trying to update which can prevent it from installing correctly.  However the other possibility is that the program is still "In Memory" on the computer.   When you do updates make sure you have UNLOADED (EXITED) ALL Advantage Xi programs.  Some users run the "Stand-alone" versions of the Address Book, Email, Calendar and List of Lists and leave them running while trying to do updates.  You must exit all Advantage Xi programs, otherwise the updates will not allowed.   IF you think you have them all unloaded and it still does not allow the update then REBOOT the computer and Go into Advantage Xi and click on Utilities > Software Update before doing ANYTHING ELSE...  If the system is checking emails and you try to do updates it can stop the process also, so if you have it setup to load emails as soon as you start then make sure the system is not sending or receiving emails, then do updates.   If all else fails then REBOOT the computer and run the program at this link to do updates "Outside" of Advantage Xi:   http://www.advantagexi.com/download/UpdateXi.exe

PROBLEM: Advantage Xi is stuck on Internet Syncing and won't let me in.
SOLUTION
: 99% of the time this is due to an email with a LARGE attachment that is being sync'd.  Let it sync and DO NOT CLOSE the program even if it says "(Not Responding)" - The sync process is secondary process that takes control away from the Advantage Xi program while it syncs and Microsoft Windows will think that Advantage Xi is not working but it's actually "Waiting..." for the Sync process to finish.   So ignore the "(Not Responding)" and let it finish syncing.   NOTE: If for some reason you need to get into Advantage Xi and want to Skip the Internet Sync then run the following program and turn OFF the Internet Sync option: http://www.advantagexi.com/download/syncsettings.exe

PROBLEM: I have a new computer, how do I setup Advantage Xi on the new computer.
SOLUTION
: Follow the steps below:

ON THE OLD COMPUTER - Backup the files to a USB Zip Drive
1) Put your USB Zip drive in the computer
2) Run Advantage Xi and goto (Utilities > Database Utilities > Backup/Restore)
3) Select BACKUP and pick the correct drive letter for your TARGET (this will be the ZIP DRIVE that you plugged in on step 1)
4) Click on the option to backup ALL USER FILES and then click BEGIN
5) After it has finished doing the backup then unplug the USB ZIP Drive and take it to your new computer.

ON THE NEW COMPUTER:
1) Make sure Advantage Xi is installed (www.AdvantageXi.com/Setup.exe)
2) when you run Advantage Xi for the first time it will ask if you want to start a new database or get it from another source - choose the option to "restore from a backup"
3) Run Advantage Xi and enter your user name and password (this was what you were using in the OLD computer - to find that info, goto Advantage Xi on the OLD computer >  Utilities > Options > Users > (Double-Click on your name in the list to see your login/password)
4) Enter your registration information (Order Name / Order Number) - If you have one

NOTE: The steps above will get all data, reports, forms and letters that could be on the old computer - The MAIN file that you MUST copy is the "C:\Program Files\Mark-It Systems\Mark-It Advantage Xi\Contact.mdb"  - If you are running Windows vista/7 64bit then the file will be located at: "C:\Program Files (x86)\Mark-It Systems\Mark-It Advantage Xi\Contact.mdb"  Copy this file to the new computer in the Mark-It Advantage Xi folder located on that computer and you should be set.

PROBLEM: The CONTACT.MDB on the Master Computer is no longer syncing but the MASTER.MDB is syncing.
SOLUTION
: Option 1) Try to Compact the CONTACT.MDB (Utilities > Database Utilities > (Right-Click on the CONTACT.MDB in the list of "Databases To Sync With" and choose "Compact/Repair This Database")  Once it has finished compacting then try the sync again.  If it does not sync then goto option 2... 
Option 2)  goto the folder where the Contact.mdb is located.   Right-Click on that file and rename it to some like "Contact-BAD.mdb"  then right-click on the "Master.mdb" and choose Copy then Right-Click on the white background of that folder and choose Paste to make a "Master - Copy.mdb" then Right-Click on "Master-Copy.mdb" and rename to "Contact.mdb"  - So now, you have a copy of the master.mdb that was renamed to contact.mdb.  Try the sync again and it should correct the problem.

PROBLEM: The MASTER.MDB on the Master Computer is no longer syncing but the CONTACT.MDB is Syncing .
SOLUTION
: Option 1) Try to Compact the MASTER.MDB (Utilities > Database Utilities > (Right-Click on the MASTER.MDB in the list of "Databases To Sync With" and choose "Compact/Repair This Database")  Once it has finished compacting then try the sync again.  If it does not sync then goto option 2... 
Option 2)  goto the folder where the Master.mdb is located.   Right-Click on that file and rename it to some like "Master-BAD.mdb"  then right-click on the "Contact.mdb" and choose Copy then Right-Click on the white background of that folder and choose Paste to make a "Contact- Copy.mdb" then Right-Click on "Contact-Copy.mdb" and rename to "Master.mdb"  - So now, you have a copy of the contact.mdb that was renamed to Master.mdb.  Try the sync again and it should correct the problem.  Once it syncs correctly to the MASTER.MDB then right-click on the MASTER.MDB and choose "Assign as the Master" - this will make the new Master.mdb the actual master database file so that you are setup correctly,.

PROBLEM: I get an Error 1706, No valid source could be found for product Mark-It Advantage Xi  when you try to Run Advantage Xi. 
SOLUTION
: This is caused when a file is missing and Advantage Xi is trying to fix itself.  Windows installer knows that there is a missing file and it's looking for the Installation program to replace the missing file but it can't find the install program to do this process.  Windows Installer is the program we used to install the older version of Mark-It Advantage Xi and is no longer used - so to get rid of this problem we can simply remove the installation reference using the following steps: 

http://www.AdvantageXi.com/download/msifix.exe

Open/Run the link above and install this software from Microsoft.
(IMPORTANT: If the system is still trying to install Advantage xi you must cancel that install before doing this install)

Once the Windows Install Cleanup Utility is finished installing then click:
START > ALL PROGRAMS > WINDOWS INSTALL CLEANUP

Select "Mark-It Advantage Xi (1.00.0000)" from the list and click REMOVE.
This does NOT Remove Advantage Xi from your system ONLY the reference to Windows Installer that is causing the problem.

Once you have removed the Windows Installer information then Run Mark-It Advantage and Do Normal Updates to get the updated files.

Utilities > Update Software

 

PROBLEM: Getting an Error 372 when I start Advantage Xi or go into a specific module.
SOLUTION: Something has modified your Windows System Registry and removed some vital information from it.   In order to correct the problem you will need to register the files using the following Steps.
Double-Click on your "My Computer"
Double-Click on your "LOCAL DISK C" - Unless you have Advantage Xi on another drive.
Double-Click on  "Program Files (x86)" (if you have it) or "Program Files"
Double-Click on "Mark-It Systems"
Double-Click on "Mark-It Advantage Xi"
Double-Click on "System"
Double-Click on "REG.bat" or it may just say "REG"   (if you do not have either then look for REGISTRATOR.EXE)

NOTE: If you don't have REG.bat or REGISTRATOR.EXE then you may have an older version of the software which does not have a way to register all files at once and you will need to register them one at a time using the file "VERSIONS.EXE" - - With VERSIONS.EXE you run it to see a list of files in this folder and you can double-click on the name of the file that is giving you the Error 372.   If your error says 
"Error# 372, failed to load control "Server" from MIMailServer.ocx..." then double-click on the file MIMailServer.OCX in the list to register that file.


PROBLEM: My Problem is not listed anywhere above.
SOLUTION
: Check the Knowledgebase for a key word or error number: CLICK HERE


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