Support - Frequently Asked Questions

Listing

Application Questions

1. Does the VisionFM site license mean it's a license per building?
2. Can I run more than one VisionFM database? 
3. Our users have dial-up modems to access the facilities web site. What will the performance be like?
4. Does VisionFM work with AutoCAD LT? 
5. Can I import data and drawings from another CAFM software? 
6. Can I track operating expenses for each building? 

Technical Questions

1. During installation I get the error "Error NEWDAO 3.5.1 the filename, the directory name, or volume label syntax is incorrect"
2. When starting VisionFM I get the error message "Cannot load VFMCSP.DLL. Error 402"
3. When starting VisionFM Enterprise I get an error "Can't find DDV file" 
4. When starting VisionFM Enterprise I get an error "Incorrect serial number"
5. When starting VisionFM I receive the message "Cannot load VFM.SAV file".

Application Answers

  1.   Does the VisionFM site license mean it's a license per building?

VisionFM's site license applies to all users within a company. The VisionFM Server application can be installed on one server, then the client installation may be installed as many times as you like as long as they are accessing the one server.
The same licensing applies to VisionFM's Web Server application. The Server portion of the software can be installed on one server and the web client can be installed as many times as you like.

  2.   Can I run more than one VisionFM database?

VisionFM Client software uses the database name in combination with the server name to uniquely identify the database it is working with. This means that one server cannot host more than one copy of VisionFM's database. You could have two separately licensed copies of VisionFM Server running on two servers but users would need to select which database they are working with when they install the Client on their workstations.

  3.   Our users have dial-up modems to access the facilities web site. What will the performance be like?

As long as the communication is constant VisionFM's Internet Client will work over a dialup line. The performance will vary depending on the amount of data being sent. For example, using the work request sends only a small amount of data to the server so the performance should be comfortable. Running a report that includes 10,000 employees would not be recommended. To test the performance try going to VisionFM's web demo site at http://www.demo.visionfm.com/universalweb.

  4.   Does VisionFM work with AutoCAD LT?

VisionFM does work with AutoCAD LT but it requires a third party add-on software that supports communication between AutoCAD LT and the VisionFM database. The cost for the add-on is $750 for VisionFM StandAlone (single user) and $1,500 for VisionFM Enterprise (unlimited user).

  5.   Can I import data and drawings from another CAFM software?

Yes. Space information, departments, employees and other space associated data can be imported into VisionFM. All CAFM packages that work with CAD drawings use the same principle as VisionFM; placing a polyline (boundary) around a room to identify the space. VisionFM can utilize polylines created for another CAFM software, users only need to retype the room number for each polyline to reconnect it to the imported space data. Contact VisionFM for details on upgrading to VisionFM.

  6.   Can I track operating expenses for each building?

Yes. All expenses can be applied to accounts, which can be set up for each building, department and can be corporate wide.

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Technical Answers

  1.   During installation I get the error "Error NEWDAO 3.5.1 the filename, the directory name, or volume label syntax is incorrect"

Your windows security rights do not allow the installation program to update the registry.  The easiest way to solve this is to have your network administrator temporarily assign administrator rights (for your computer) to you, complete the installation then remove the administrator security rights.

  2.   When starting VisionFM I get the error message "Cannot load VFMCSP.DLL. Error 402"

Error 402 means that the VisionFM Server application was unable to run a file on the server.  These files reside in the Program Files\VisionServer directory on the server and are run when a user sends a request for information to the server.  The reason the CSP file could not be run is typically security rights or network path.  Check that the user selected for the service that runs VisionFM Server has rights to run applications.  Other reasons for this error include; server name or path has changed, the client computer does not have rights to see the VisionServer folder on the server, or the server name and path in the users Registry is incorrect.

  
  3.   When starting VisionFM Enterprise I get an error "Can't find DDV file".

This file sits in the VisionServer directory on your VisionFM server. The DDV file is the first file VisionFM tries to locate, if it is not found it is because the path is wrong or your computer does not have access rights to the server. 

To check the access rights use your Windows Explorer and try to get to the VisionServer directory on your server.  If you can see the VFM.DDV file in the VisionServer directory so can the VisionFM software when running.

Also check the Registry to see if the server name and path are correct.

Run the registry by clicking the Windows Start button and selecting Run from the pop-up list.  In the run dialogue box type in "regedit" and pick the OK button.

Go to My Computer\Hkey_Local_Machine\Software\VisionFM Software\VisionFM\97.0\Core.  Check the fields "DBServerName" field, it should just have the server name in it, no backslashes or other directory information.  Also check the "ServerPath" field, it should have the full shared folder name plus a backslash at the end (ie. \\server\visionserver\).  

   
  4.   When starting VisionFM Enterprise I get an error "Incorrect serial number".

A company name and installation code was required to install VisionFM. This information should automatically be passed to each user's computer when they install VisionFM Client.  If all computers give this error after installation then contact VisionFM technical support at 888-654-9435.  If it is only one computer with the problem then check the registry on that computer and compare the Company Name and Serial Number fields with the registry of a computer that is starting properly.

Run the registry by clicking the Windows Start button and selecting Run from the pop-up list.  In the run dialogue box type in "regedit" and pick the OK button Go to My Computer\Hkey_Local_Machine\Software\VisionFM Software\VisionFM\97.0\Core.  Check the fields "CompanyName" and SerialNumber".

  5.    When starting VisionFM I receive the message "Cannot load VFM.SAV file".

The VFM.SAV file has been corrupted.  This file stores your previous display settings (ie. what forms and reports you were in when you last exited VisionFM).  If your computer lost power or some other event happened to corrupt the VFM.SAV file then VisionFM will be unable to retrieve these settings.  This can be resolved by deleting the VFM.SAV file in your C:\Program Files\VisionFM directory.  Once deleted VisionFM will create a new VFM.SAV file automatically.