FAQs

Question
Can I run QFM on two separate screens from the same PC?

Answer
There are two potential solutions:

• Open QFM and enlarge the window to fit over both screens, by manually dragging the window border with the mouse in ‘arrow’ mode.
  Note:    This may not be the most practical way to use QFM and may give unpredictable results.
• Open QFM, then open another QFM window (use Window > New Window), so that you are displaying a separate QFM window on each screen.
  Note:    This does not affect the number of licenses used, as licenses are counted by unique machine name.

Link to this FAQ

Problem
When attempting to connect Crystal Reports to your QFM database, you may receive an error message that is similar to the following:

“Failed to open the connection. Details: ADO Error Code: 0x80004005. Source: Microsoft OLE DB Provider for SQL Server. Description: [DBNETLIB][ConnectionOpen (Connect()).]SQL Server does not exist or access denied. SQL State: 08001. Native Error: 17 [Database Vendor Code: 17]”.

Resolution
Install Crystal Reports version 9 or later.

Link to this FAQ

Problem
When you attempt to run Start Of Day, you may receive an error message that is similar to the following:

“Database Connection has been lost, please close and restart QFM.”

Cause
This could be caused by one of the following reasons:

1. The server has insufficient memory
2. Data has been lost on the network

Resolution

1. Add more memory to the server
2. Streamline the network

Link to this FAQ

Problem
When attempting to login to QFM, you are unable to do so and receive an error message that is similar to the following:

“Encryption key is incorrect. Please re-license database.”

Cause
Your QFM licence has expired.

Resolution
Contact your IT department and request that your QFM license is renewed.

Link to this FAQ

Problem
When logging on to QFM or navigating to a particular screen, you may receive an error message that is similar to the following:

“Error 13 Type Mismatch”.

Cause
This is caused by the expected column types (on the client machine installation) and the actual column types (on the database) being different. The screen being loaded issues the error, rather than an actual comparison between the client and database versions.

For this reason the error is sometimes caused when attempting to use a client and database whose versions don’t match.

Resolution
Check that the version of QFM installed on the client machine and the database version are the same.

Link to this FAQ

Problem
When attempting to navigate to a particular screen you receive an error message that is similar to the following:

“Error 429 – You do not have an appropriate license to use this functionality”.

Cause
Normally encountered when a new piece of functionality is added to your database via custom scripts. It can also be caused when your database is upgraded and licensing tables are changed.

Resolution
Request that the SWG Support Centre attempt to re-license your database correctly.

If the issue is not resolved, the SWG support Centre will need to take a backup copy of your database and test compare against an available database of the same version. It is possible that a code script may need to be created to resolve the issue.

Link to this FAQ

Problem
When attempting to add a contractor to an event, you may receive an error message that is similar to the following:

“Error 6 Overflow.”

Cause
This is usually due to the contractor name exceeding the character limit for the QFM field (Event screen), when the contractor details have been imported.

Resolution
In the Contractor screen, amend the contractor name so that the number of characters is reduced sufficiently, so as to allow it to be assigned to the event.

Link to this FAQ

Problem
When attempting to open the Asset screen, you may receive an error message that is similar to the following:

“Error 6 Overflow.”

Cause
The InventoryID column on the database needs to be changed to accept larger numbers. This column has a default limit of 4 integer characters. As a result, if a database has more than 9999 assets then the 10000^th asset will produce this error.

Resolution
It is recommended that Service Works Global personnel carry out the following procedure:

1. Create a script that changes the InventoryID column within the database, so that it accepts more than 4 integer characters.
2. Run the script against the database affected.

Link to this FAQ

Problem
When adding data to an event you, may receive an error message that is similar to the following:

“Error 7. Out of memory.”

Cause
This is likely to be caused by your computer running low on memory.

Resolution
A short term solution is to run fewer applications on your computer. A longer term solution is to have the memory on your computer increased.

Please refer to System Requirements QFM (Client).

Link to this FAQ

Problem
When logging on to QFM or navigating to the Event screen, you may receive an error message that is similar to the following:

“Error 713 – MSSTDFMT.DLL”

Cause
This is caused by not having the file MSSTDFMT.DLL registered on your computer. This file belongs to the Crystal Reports Patch 145 that also needs to be installed alongside any QFM desktop installation. The most likely cause that this file is missing is that Patch 145 is not installed on your computer.

Resolution
Install or re-install Patch 145 on your computer.
Contact your IT department of the SWG Support Centre for the installation files.

Link to this FAQ

Problem
When logging on to QFM or navigating to a particular screen, you may receive an error message that is similar to the following:

“Error 747 – Design Time License.”

Resolution
It is recommended that SWG personnel examine the following resolution options:

1. Make sure the database and client versions match.
2. Make sure the screen in question is correctly licensed.or
3. Change the default QFM Startup screen to a screen that is correctly licensed.

More Information

This error can occur when the QFM Startup screen is set to a screen that is not licensed.

Link to this FAQ

Problem
When attempting to print a worksheet from the Event screen, you may receive an error message that is similar to the following:

“Error 91 – Invalid TLV Record”

Cause
Patch 145 (also known as Crystal Installation) has not been installed.

Resolution
Install Patch 145 on your computer.
Contact your IT department or the SWG Support Centre for the installation files.

Link to this FAQ

Problem
When you try to open the Event screen or try to navigate to a particular event record, you may receive an error message that is similar to the following:

“Error 94 Invalid Use of Null”.

Resolution
It is recommended that SWG personnel carry out the following procedure:

1. Use SQL Manager to run the following query on a copy of the affected database:
   select * from event where eventide is null 
2. Ensure there are no null values in any required columns (not just eventid as above).
   These are generally:
   AgentID
   •  EventID
   •  EntryDate
   •  EntryTime
   •  EventStatusNo
3. Create and run a script that changes the null value to the required value.

More Information
This error is most likely to occur after Start Of Day has been run and the relevant event created without a required column entry on the record. However, it has also occurred on standard reactive events.

Link to this FAQ

Problem
This error can occur when:

1. You are not using a web farm
2. You are using built-in databound controls such as GridView, DetailsView or FormView which utilise “DataKeyNames”.
3. You have a large page which loads slowly for any reason

If one or more of the above conditions are met and you click a postbacking control/link and the page hasn’t loaded completely in your web browser, you may receive an error message that is similar to the following:

“Error – Validation of ViewState MAC Failed”

Cause
This is due to an issue with your server.

Resolution
Please review the following article:
http://blogs.msdn.com/tom/archive/2008/03/14/validation-of-viewstate-mac-failed-error.aspx

Link to this FAQ

Problem
When you attempt to update an event in QFM Web whether as a standard user or as a self service user, you may receive an error message that is similar to the following:

“Event ID 5, Unable to Update Event”

Cause
The Microsoft .Net Framework 3.5 SP1 has been identified as the cause of this issue. This has been logged as a problem with .Net via Microsoft. Please await update on defect number.

Resolution
Uninstall .Net Framework 3.5 SP1 and re-install framework 3.5 minus the service pack. This is available from SWG if you are unable to locate this software.

Link to this FAQ

Problem
When adding data to an event you, may receive an error message that is similar to the following:

“Overflow Error 6”

Cause
This is likely to be caused by your computer running low on memory.

Resolution
A short term solution is to run fewer applications on your computer. A longer term solution is to have the memory on your computer increased.

Please refer to System Requirements QFM (Client).

Link to this FAQ

Problem
When you attempt to print documents, you may receive an error message that is similar to the following:

“QFM Error -2147221231 System Error &H80040111 (-2147221231)”

The QFM system may also fail at this point.

Cause
This issue occurs because you do not have the Crystal application installed/installed correctly, on your computer.

Resolution
Install/re-install either the “Crystal Runtime” or “Patch 145” application.

Link to this FAQ

Problem
When attempting to save a QFM record, you may receive an error message that is similar to the following:

“QFM Error 0”

Introduction
QFM requires specific permissions to execute. You should ensure you have the correct security access within your operating system folders, as detailed below.
Requirements

• C:\WINNT
  Ensure that the group ‘Users’ has Read/Execute permissions and that these are propagated to all of the child objects below the main directory.
• C:\PROGRAM FILES\QFM40
  Ensure that the group ‘Users’ has Modify permissions and that these are propagated to all the child objects below the main directory.
• C:\PROGRAM FILES\COMMON FILES
  Ensure that the group ‘Users’ has Modify permissions and that these are propagated to all the child objects below the main directory.

Link to this FAQ

Problem
When you attempt to print event related documents or run Start of Day, you may receive an error message that is similar to the following:

“QFM error 429 – ActiveX component can’t create object”

The QFM system may also fail at this point.

Cause
This issue occurs because you do not have the Crystal application installed on your computer.

Resolution
Install either the “Crystal Runtime” or “Patch 145” application.

Link to this FAQ

Problem
When in the Event screen, you may receive an error message that is similar to the following:

“QFM Error 94 – Invalid use of Null”

Cause
This issue is usually caused by having one or more events on your database with a blank Event Type. (This can sometimes occur when duplicating events and leaving the Event Type blank).

Resolution
Check your database to ensure there are no event records with a blank Event Type. If you find any such records, enter an appropriate Event Type value.

Link to this FAQ

Problem
When attempting to print an event worksheet, you may receive an error message that is similar to the following:

“QFM Error – 2147217904. Procedure ‘qfm_RptLinkedAssets’ expects parameter ‘@EventID’, which was not supplied.”

Cause
This issue is due to a defect which has subsequently been fixed and is available in desktop QFM release 162.33.00.05.

Resolution
Please contact your SWG account manager to request a QFM upgrade to version 162.33.00.05 or later.

Link to this FAQ

Problem
When using QFM Resource Scheduler, you may receive an error message that is similar to the following:

“Run-time error ‘429’: ActiveX component can’t create object.”

Cause
This issue is due to a defect which has subsequently been fixed and is available in desktop QFM release 162.35.

Resolution
Please contact your SWG account manager to request a QFM upgrade to version 162.35 or later.

Link to this FAQ

Problem
When attempting to login to QFM, you are unable to do so and receive an error message that is similar to the following:

“Specific machine not found.”

Cause
It is likely that your QFM licence has expired.

Resolution
Contact your IT department and request that your QFM license is renewed, if it has expired.

Link to this FAQ

Problem
When you attempt to run a report, you may receive an error message that is similar to the following:

“The Visual Basic UFL that implements this function is missing (or u2lcom.dll is missing)”

Cause
This is caused by a misplaced dll file within the operating system folder structure, specifically for the Crystal Reports installation.

Resolution
Add the file u2lcom.dll to the c:\program files\common files\crystal decisions\2.0\bin folder on the affected computer. This file does not require registration.

Refer to your IT department or the SWG Support Centre to receive this file.

More Information

You may also find the following two files in similar conditions:

• u2lstrng.dll (This file does not require registration)
• cryflccy.dll (This file requires registration)

Link to this FAQ

Problem
When you try to open the Event Director screen, or attempt to select a view from the dropdown list, you may receive an error message that is similar to the following:

“VEM Setting not Formatted Correctly.”

Cause
This error only occurs on PCs which do not have MSXML 4.0 installed.

Resolution
MSXML 4.0 can be downloaded from the Microsoft website.

http://www.microsoft.com/downloads/en/resultsForProduct.aspx?displaylang=en&ProductID=6513d9c7-36d7-40d0-aad7-ba86e35e8332

Even if you have a later version of MSXML installed (e.g. 6.0), you will need to have v4.0 installed as well.

Link to this FAQ

Problem
When attempting to login to QFM Web, you may receive an error message that is similar to the following:

“Error Login Respond 1.”

Cause
This can be caused by the database language not being set to “English”.

Resolution
Using SQL Server for the database in question, ensure the Login Properties for QFM Application User have a default language set to English (not British English).

Link to this FAQ

Problem
When you log an event, the Priority field is not being populated.

Cause
It is likely that you are using the unrestricted ellipsis button, as shown below  to make selections for both the Service and Work Type. The Priority will not automatically populate as an unrestricted selection allows you to add a Priority of your choice.

Resolution
Use the restricted buttons, as shown below  only to select the Service and Work Type.

To activate restricted selections follow the steps below:

1. Log on to QFM as an Admin user.
2. Go to Applications > Admin > Maintain Classes.
3. Navigate to the Standard user class.
4. In the Permissions section (left side) navigate to FM > FM Event then click the blue square next to Event.
5. In the QFM Parameters section (right side) scroll down until you find the Restricted Service / Service Groups parameter.
6. In Update mode change the Active setting to On.

Link to this FAQ

Problem
QFM does not attach worksheets to notification emails.

Cause
When Crystal Reports fails during an event (when QFM is running on a hosted server) it will continue to fail or not be available on subsequent events. The symptoms of this can be worksheets of file size 0kb found in the folder c:\program files\qfm40\system 32\reports\worksheet. Note, however, that this symptom won’t necessarily appear each time.

Resolution

1. Log out of QFM using File > Exit.
2. Delete any 0kb worksheet files.
3. Log back into QFM.

Link to this FAQ

Problem
When you create an Event Worksheet, either displayed in a window or generated automatically for sending with an email, the worksheet does not display the correct time values in the Status fields at the bottom of the first page. Instead, these fields are blank.

Cause
This can be caused when you have a customised worksheet installed but the script that accompanies the worksheet has not been run on the database.

Resolution
If the worksheet is a customised worksheet, make sure the script that accompanies the worksheet is run against the database you are using. For assistance, contact your IT department or the Service Works Global Support Centre.

Link to this FAQ

Problem
Event worksheets are not being sent with notification emails.

Cause
This could be caused by one of several reasons, relating to system parameters or user permissions.

Resolution
Follow the steps below to resolve the problem:

Check System Parameters:

1. Log in to QFM as an Administrator.
2. Navigate to Applications > Admin > Maintain Classes, then use the navigation arrows at top left to locate the User Class you wish to change.
3. In the Permissions section, select FM > FM Event then the blue box next to Event. This opens the QFM Parameters section on the right-hand side of the screen.
4. In the QFM Parameters section navigate to the parameters beginning Email Confirmation. Here, check that Include Worksheet is set to Yes, for either/all of the Email Confirmation to Assigned To, Email Confirmation to Reported By and Email Confirmation to Requested By parameters, as appropriate.

If this does not resolve the problem then attempt to manually create the worksheet by clicking the Generate Report icon on the Event screen.

If you can create the worksheet manually, then the reason for the problem is that you do not have the correct system permissions. Contact your IT department to ensure you have ‘Modify’ rights to the following folder: “C:\Program Files\QFM40\System32\Reports\WorkSheets”.

If you cannot create the worksheet manually, then contact the SWG Support Centre with a full description of the problem and the steps you have taken.

Link to this FAQ

Problem
When you create an event worksheet, QFM takes up a large amount of RAM on your computer. If you are creating many worksheets the application will eventually fail.

Cause
This is caused by QFM picking up customised worksheet logos from “c:\program files\QFM40\system32\reports\logos\”.

If customised logos are in use on your worksheets, QFM recreates the worksheet each time it needs to be run.

If default logos are in use, these are generated from inside the worksheet itself and so QFM caches the worksheet, subsequently not requiring it to be recreated each time.

Resolution

1. Rename the files located in “c:\program files\QFM40\system32\reports\logos\”
   so that QFM does not pick them up.
2. Place the customised logos into the worksheet itself (the worksheet will then need to be redistributed to all computers with a QFM installation).

Note that on each QFM upgrade the logos will need to be re-added to the worksheet.

Link to this FAQ

Information
QFM provides the tools for you to produce output from records in many areas of the application. The output options are usually Export, Printer and Window.

Export functionality is provided by the standard Crystal export interface which offers a wide range of output options and formats. Being able to take advantage of these options depends on whether you are running the appropriate supporting software application. These are selectable from the Format drop down list.

The Destination selectable list provides the following options:

• Application – Export to the application selected in the Format field.
• Disk file – Export to a location of your choice
• Exchange Folder – Attempts to connect to an exchange server, (which may not be applicable to you).
• MAPI (Messaging Application Programming Interface) – Attempts to use a compatible email interface.

Link to this FAQ

Problem
General errors/problems with QFM Web, experienced in version 1.12.00.10 and earlier.

Cause
QFM Web does not support Microsoft .Net 3.5 SP1. A number of issues have been identified with Service Pack 1 that appear to cause some isolated problems with QFM Web.

Resolution
SWG recommends that you uninstall .Net 3.5 SP1 and re-install .Net 3.5 without Service Pack 1.

Link to this FAQ

Problem
How can I change the view on Event Director so it looks the same on QFM Web and QM Desktop?

Resolution
The Event Director on the Desktop contains all the data in the system; it has the capacity to do this as it is a standalone program.

The Event Director programme on QFM Web is filtered based on time scale – the default value for this is 30 days but this can be changed as you require.  The reason we have a filter on the Web Event Director is to increase the performance of the system.

It is not recommend that you make these two Directors match, as the filters prevent performance issues on QFM Web.