FULCO CIRCULATION MANAGER

Frequently asked questions & troubleshooting

The following information covers the most common problems and is not intended as a complete list. Solutions listed should be attempted as applicable before contacting technical support.

Can't connect to server
Login incorrect
Disconnected from server
Failed to open fileset
Missing or garbled data
Text fields get cut off

Can't connect to server

Common Problems
- Loss of internet connectivity
- Incorrect network settings
- Server maintenance
Things to try
- Make sure you are connected to the internet
- Make sure you have the correct host address and port settings (see your network administrator if you are unsure about these settings)
- Check the scheduled server maintenance times

Login incorrect

Common Problems
- CAPS LOCK is on
- Mistyped user name or password
- Incorrect password
- Non-existing account or account not configured
- Account suspended or inactive
- Password was recently changed
Things to try
- Make sure your CAPS LOCK is off
- Re-type your user name and password
- Make sure you are using the correct user name and password combination for your account
- Check with your client service manager to ensure your account is active
- Try using a previous password

Disconnected from server

Common Problems
- "You have been disconnected from the server." message popup
- "Connection closed by remote host." message popup
- "You have been disconnected from the remote machine." message popup
- Link icon reports "Session closed"
Things to try
- An internal error occurred while the server was processing your request. Restart the application and submit your request again. If the problem persists, contact technical support.
- A Fulco technician closed your connection. Either the server was going down for scheduled maintenance, or a non-routine problem required dropping client connections. Try your connection later.
- Your connection to the internet was lost. If the problem persists, contact your ISP.
- Either you have not logged in or one of the above has occurred.

Failed to open fileset

Common Problems
- Mistyped publication file id
- File id does not exist or is inactive
- No access privileges
- Publication files are locked for maintenance
Things to try
- Re-type the publication file id. File id's are 2-8 characters in length.
- Make sure you are using an active file id
- Check with your client service manager to ensure you have appropriate access privileges
- Check the job schedule for the corresponding publication. Some jobs require exclusive use of the database.

Missing or garbled data

Common Problems
- Data packet loss
- Too many simultaneous requests
- Old client version
Things to try
- Check your Internet connectivity. Slow or bad connections can result in data corruption or packet loss.
- Wait for previous requests to finish before executing another query. Use the 'Refresh' option from the main menu.
- Check for available software updates. Updates marked with an asterisk (*) are critical to proper application performance and should be downloaded and installed as soon as possible.

Text fields get cut off

Common Problems
- Non-standard font settings
- Old client version
Things to try
- Use standard Microsoft® Windows® fonts
- Check for available software updates. Updates marked with an asterisk (*) are critical to proper application performance and should be downloaded and installed as soon as possible.
 

 

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