FAQ

  1. Optimized support requests
  2. Closing procedure is interrupted or “frozen” or print out of Bordereau is interrupted, or stuck
  3. RPC Server is unavailable
  4. An error occurred while trying to initialize Borland Database Engine (BDE)
  5. How to send support request and bug reports
  6. Closing Diagnostics

 

1. Optimized support requests

In order for our support department to be efficient and quickly be able to help and guide you with your support request, there are some guidelines that will smoothen and fasten your reply.

Give ALL relevant information up front

Please provide all relevant information for your support request to ensure rapid response and solution. Any lack of all relevant information might delay the actual reply to your support request, or it might lead investigation into wrong direction. Please provide cover note #, insurance year, object name, database, and a description of what you were trying to do, how you did it, and how the result differs from what you expected.  Any support request through phone has to be accompanied by an email with the details of the case.

Send bug reports

When you encounter an error in INS2000+ you will get the bug report window. Please always send the bug report. If the bug/error is of such nature that it prevents you from continued work, please also send a a case via http://support.instech.no, as this is more frequently watched. Some bugs are minor, and only occur in between, while others appear often or are more severe. We look at all bug reports, and work on solutions in prioritized manner, with the most severe cases handled first.

 

2. Closing procedure is interrupted or “frozen” or print out of Bordereau is interrupted, or stuck.

There can be many reasons why a closing procedure or print out of any kind of bordereau gets stuck, interrupted or frozen. Network might go down temporarily, printer might be in que, a larger number of print outs are being done simultaneously, or simply because some system component goes offline for a small second.

There is a way you as user can quickly check and see status of your problem, and seek to solve it yourself very quickly. Often a restart of wanted module is needed. Thereafter, find the wanted Policy/Cover note/Object, go to the line, choose P/C History, thereafter locate and mark the specific Closing that has a problem. Right click on line, and choose Diagnostics.

On the bottom of the new window, you will find an information field. If all is ok, it was simply say: “All OK” at the bottom. If something is wrong, which is likely in cases described above, it will have an explanation text in red, along with a recommended action. You can do the recommended action by pressing the Fix data button on the very bottom. In most cases this will solve your problem, and you can return to doing the task you wanted, or you can restart the closing process.

If clicking Fix data doesn’t solve your problem, or simply there are no error message in red, but the line still has a problem, please contact our support via http://support.instech.no

 

3. RPC Server is unavailable

RPC Server is a Windows service, which lays outside INS2000+. But INS2000+ uses the service in many different parts, and in those parts it is needed for INS2000+ to function  properly or to perform certain actions.

If you get an error message on screen saying “RPC Server is unavailable” or worded very similar, you most likely will have to restart the computer from which you are working. If you are working through a Citrix session, session while have to end and re-login.

 

4. An error occurred while trying to initialize Borland Database Engine (BDE)

To solve this problem, you simply need to restart your local computer. The problem should then fix itself. If you work through a Citrix connection, you might have to log out of your current Citrix session to solve the issue.

This is an error that occurs from time to time, and is not directly associated with INS2000+, but its one of the key components needed to use INS2000 version 2.12 and earlier. BDE is normally installed on local computer, or in some cases on application server like for example Citrix. With the new release of October 2012, version 3.0 and later, this problem will no longer happen, as BDE is replaced with a different and better component.

 

5. How to send support request and bug reports

As always, when getting an error message, please send the bug report. This helps us solve your specific problem, but also to help prevent possible problems for occurring.

Any email request for support should be accompanied by description of what was done where, and what you were trying to achieve. Also include information about cover note#, object name, closing#, insurance year and (for those who have several databases) which database you were working on. Any support request through phone has to be accompanied by an email with the details of the case.

If the bug/error is of such nature that it prevents you from continued work, please also send a case via http://support.instech.no , as this is more frequently watched. Some bugs are minor, and only occur in between, while others appear often or are more severe. We look at all bug reports, and work on solutions in prioritized manner, with the most severe cases handled first.

 

6. Closing Diagnostics

If you encounter problems with a closing not completing, or a covernote “stuck” in a status, Closing Diagnostics might be your quick help.

Go to coverage in question and choose P/C History, thereafter locate and mark the specific Closing that has a problem. Right click on line, and choose Diagnostics.

On the bottom of the new window, you will find an information field. If all is ok, it was simply say: “All OK” at the bottom. If something is wrong, which is likely in cases described above, it will have an explanation text in red, along with a recommended action. You can do the recommended action by pressing the Fix data button on the very bottom. In most cases this will solve your problem, and you can return to doing the task you wanted, or you can restart the closing process.

If clicking Fix data doesn’t solve your problem, or simply there are no error message in red, but the line still has a problem, please contact our support via http://support.instech.no

Closing Diagnostics