Difference between revisions of "Why is my Postcode Look-up Software not Working?"
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Robert Hearn (talk | contribs) (New page: {{Review}}{{Incomplete}} == Summary == This article will offer advice with regards to what you can do if your postcode look-up software/feature is not longer working within Platinum. ==...) |
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== Summary == | == Summary == | ||
| − | This article will offer advice with regards to what you can do if your postcode look-up software/feature is not | + | This article will offer advice with regards to what you can do if your postcode look-up software/feature is not working within Platinum. |
== Additional Information == | == Additional Information == | ||
| − | Platinum itself does not look | + | Platinum itself does not look up an address with a postcode, but it uses third party software linked to Platinum. This software is called Capscan. It will usually be installed on the server, or the machine that has Platinum installed. |
| − | + | If after entering a postcode, the address does not appear, there could be a number of reasons why this will happen and these are categorised as follows: | |
| − | |||
== Post Code Does Not Work == | == Post Code Does Not Work == | ||
| Line 13: | Line 12: | ||
=== Individual Machine Do Not Find Address === | === Individual Machine Do Not Find Address === | ||
| − | If when entering a Postcode into Platinum and a result does not appear on your machine but it does on a colleague’s machine, it is usually | + | If when entering a Postcode into Platinum and a result does not appear on your machine but it does on a colleague’s machine, it is usually down to the Windows Firewall being enabled on your machine. To check this and to disable the Windows Firewall you will need to : |
* Click on {{Button|Start}}. | * Click on {{Button|Start}}. | ||
* Go to {{DataPrompt|Settings}} - > {{DataPrompt|Control Panel}}. | * Go to {{DataPrompt|Settings}} - > {{DataPrompt|Control Panel}}. | ||
| Line 23: | Line 22: | ||
If on all machines entering a postcode does not find a result but when on the Server Platinum does, you will need to: | If on all machines entering a postcode does not find a result but when on the Server Platinum does, you will need to: | ||
* Check the Windows Firewall on the Server. Make sure this is disabled as mentioned above. | * Check the Windows Firewall on the Server. Make sure this is disabled as mentioned above. | ||
| − | * Once the Windows Firewall on the Server is | + | * Once the Windows Firewall on the Server is disabled check each of the terminals make sure that each one is also disabled, using the method described above. |
*Re check the Postcode Look-up within Platinum if the terminals still produce no results then there is a fault in the configuration settings between Platinum and the Capscan Software. | *Re check the Postcode Look-up within Platinum if the terminals still produce no results then there is a fault in the configuration settings between Platinum and the Capscan Software. | ||
| − | * * | + | * *Contact out '''Support Team''' on the normal number ''0116 2301500'' and explain the problem. |
| − | * *One of our team members will call and remotely connect to the server to check and reconfigure link between | + | * *One of our team members will call and remotely connect to the server to check and reconfigure link between the software. |
| − | {{Note|text=If a '''Windows''' update has been | + | {{Note|text=If a '''Windows''' update has been run then the Windows Firewall will automatically get enabled.}} |
=== All Machines (including the server) Do Not get a Look-up Result === | === All Machines (including the server) Do Not get a Look-up Result === | ||
| − | When no machine receives a postcode look-up result within Platinum you will need to check the '''Windows Firewall''' as mentioned above. Then you will need to check that the service which operates the '''Capscan''' software is running. To do this you will need to | + | When no machine receives a postcode look-up result within Platinum you will need to check the '''Windows Firewall''' as mentioned above. Then you will need to check that the service which operates the '''Capscan''' software is running. To do this you will need to: |
| − | * Right | + | * Right Click on '''My Computer'''. |
* Go to {{DataValue|Manage}} | * Go to {{DataValue|Manage}} | ||
* Double left click on {{DataValue|Services and Applications}}. | * Double left click on {{DataValue|Services and Applications}}. | ||
| Line 39: | Line 38: | ||
* Left click on {{DataValue|Start}}. | * Left click on {{DataValue|Start}}. | ||
| − | Windows will now attempt to start the service. You will see a progress bar go across the screen | + | Windows will now attempt to start the service. You will see a progress bar go across the screen. If this then closes down the service has just been restarted. Go back into Platinum and retry a postcode look-up. |
| − | * If however you get one of the follow messages then you will need to call | + | * If however you get one of the follow messages then you will need to call our '''Support Team''' on ''0116 2301500'', and inform them of the problem and the error code you received. |
* One of our '''Support Team''' will remotely connect to the server as there are further complications within the Capscan software and/or its link to Platinum. | * One of our '''Support Team''' will remotely connect to the server as there are further complications within the Capscan software and/or its link to Platinum. | ||
Revision as of 21:32, 2 April 2009
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This article or section is under review. Be aware: Content may change as the document is reviewed. |
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This article or section is under development. Be aware: Content will change as the document progresses. |
Contents
Summary
This article will offer advice with regards to what you can do if your postcode look-up software/feature is not working within Platinum.
Additional Information
Platinum itself does not look up an address with a postcode, but it uses third party software linked to Platinum. This software is called Capscan. It will usually be installed on the server, or the machine that has Platinum installed. If after entering a postcode, the address does not appear, there could be a number of reasons why this will happen and these are categorised as follows:
Post Code Does Not Work
When entering a postcode and Platinum is not bringing back a result the very first thing to check is that the postcode being entered is correct. Platinum does not need the postcode to be in capital letters. Platinum does not need for the postcode to contain a space but it does need the postcode to be correct. Double check that the postcode you are entering is genuine.
Individual Machine Do Not Find Address
If when entering a Postcode into Platinum and a result does not appear on your machine but it does on a colleague’s machine, it is usually down to the Windows Firewall being enabled on your machine. To check this and to disable the Windows Firewall you will need to :
- Click on [Start].
- Go to "Settings" - > "Control Panel".
- Go to "Windows Firewall".
- Make sure that 'Off (not recommended)' is selected.
- Click [OK].
All Machines (Excluding the server) Do Not get a Look-up Result
If on all machines entering a postcode does not find a result but when on the Server Platinum does, you will need to:
- Check the Windows Firewall on the Server. Make sure this is disabled as mentioned above.
- Once the Windows Firewall on the Server is disabled check each of the terminals make sure that each one is also disabled, using the method described above.
- Re check the Postcode Look-up within Platinum if the terminals still produce no results then there is a fault in the configuration settings between Platinum and the Capscan Software.
- *Contact out Support Team on the normal number 0116 2301500 and explain the problem.
- *One of our team members will call and remotely connect to the server to check and reconfigure link between the software.
 | If a Windows update has been run then the Windows Firewall will automatically get enabled. |
All Machines (including the server) Do Not get a Look-up Result
When no machine receives a postcode look-up result within Platinum you will need to check the Windows Firewall as mentioned above. Then you will need to check that the service which operates the Capscan software is running. To do this you will need to:
- Right Click on My Computer.
- Go to 'Manage'
- Double left click on 'Services and Applications'.
- Single left click on 'Services'.
- Go down the list and right click on 'Capscan Pool Manager'.
- Left click on 'Start'.
Windows will now attempt to start the service. You will see a progress bar go across the screen. If this then closes down the service has just been restarted. Go back into Platinum and retry a postcode look-up.
- If however you get one of the follow messages then you will need to call our Support Team on 0116 2301500, and inform them of the problem and the error code you received.
- One of our Support Team will remotely connect to the server as there are further complications within the Capscan software and/or its link to Platinum.
 | Windows could not start the Capscan Pool Manager on Local Computer. For more information, review the System Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to specific error code 10, 11, 20, 21, 22, 23, 24, 25, 30, 31, 32 & 40 |
