Support | Watermark Technologies

A. The resolution or DPI of a scanned image is controlled by the scanner's software not volume. The default is normally 200 DPI but this can be increased by using the TWAIN interface that came with your scanner. This is different for all makes of scanner. However, if you are using the KODAK i40, i1220, i160 or i260 you can use the Scanner Validation Tool that comes with the Kodak scanners.

Another way of accessing the controls for the scanner via the TWAIN interface is to temporarily turn on the User Interface. To do this click on the Add New Paper icon in volume (fourth one down on the left). Now click on the Scanner Setup button. In the drop down list in the top right of this window select "Show UI + ADF" and click OK. Now click the Scan button and the scanner's TWAIN interface is displayed. From here you can control the DPI of the scanner and click the scan button from within there to start the scanning, we recommend 300 DPI for finer print and 200 DPI for normal operations. Once complete just reverse the process by selecting "Hide UI + ADF". If the scanner was already set to "Show UI + ADF" then do not set the Hide option as this may be required for your scanner to work correctly.

Q. Citrix Presentation Server 4.5 is displaying my window in blue so I cannot read it.

A. There is an issue on Citrix with VF after installing the latest hot fix roll up pack for Presentation Server 4.5. After installing Hot fix R01 for PS4.5 inactive menu items and icons were being displayed in blue, instead of gray, this also had the effect of displaying blank page areas of the thumbnail images in VF as blue. To get around this disabled "Cache image to make scrolling smoother" on the farm settings.

Q. The e-mail message header does not print when you try to print an e-mail message by using either Microsoft Office Outlook 2003 or Microsoft Outlook Express.

A. Have a look at this Microsoft article:
http://support.microsoft.com/kb/931657

Q. How do I produce a CSV file (text file) for my entire client list?

A. This may be required for a scanning bureau. To produce a CSV file from volume first login as your superuser (default: username is volume and password is password). Select the Reports menu and then the Mailing List menu item. Click ‘Apply Filter’ without entering anything. Then click ‘Next’ in the bottom right, and finally click ‘Start Export’. This will create an Excel spreadsheet on your desktop label using the user name you logged in with.

Q. How do I refresh my entire client list to match 1st Adviser Office clients?

A. To refresh the entire client list in volume from 1st; login as your superuser (default: username: volume and password is password). Close Adviser office on all machines. Go to the ‘File’ menu, ‘Update from’ and ‘1st Adviser Office’. Select the database if required and click import. Always take a backup of volume before doing this.

Q. My system is running slow.

A. If your system is running slow there are a few things you can check on the server:
Make sure your anti-virus is NOT scanning the folder \\server\volumeFINANCE_database. Replace the word server with your server’s name. This is where our database is held and does not need to be scanned. Also find the volume Server application which usually is running on the server and can be found in the system tray in Windows (bottom right next to the clock). Double click on this to open it up and slide the "Day Time Operations" to the far right to Stop and then minimise it. This will mean the indexing is done only at night so not to slow down during the day.
The database also performs a garbage collection which will sweep the database. This can be set to manual and performed as part of a scheduled task at 5am for example.
The application used is volumeAdmin.exe. This can be found on the server in:
c:\program files\watermaktech\volumefinance\
Run volumeAdmin.exe and click on the Manual Garbage Collect first. Then set a scheduled task to run…
volumeAdmin.exe /GARBAGE_COLLECT
…at 5am for example.

Q. I am getting the error 'Unavailable Database'.

A. This is probably due to a firewall blocking access to the database. The applications concerned are:

c:\program files\firebird\firebird_2_0\bin\fbservice.exe
c:\program files\watermarktech\volumeFINANCE\volumeFINANCE.exe
c:\program files\watermarktech\volumeFINANCE\WNPServer.exe.

WNPServer.exe is the OCR index application and will not exist on all computers. The TCP/IP initiation port used is 3050. Also, make sure that the database WhatNoPaper.fdb on your server exists in a folder that is shared with full control to all users. The Firebird service can also be ran as an application on the server although this is not recommended but can get the system up and running quickly. Go to the Windows Control Panel on the server and launch the Firebird Server Manager. There is an option to 'run as an application'. If the server is logged out of the Windows session in this mode the Firebird application will also close preventing use of the Firebird database from this machine.

Q. We have a 10 user license but not all 10 are in use as there are less than 10 people logged in but I'm getting the error 'There are too many users logged in.'

A. Log everyone out from volume. Make sure the volumeServer is not running (this can be found in the system tray next to the clock on one of your computers). Go to your server, open the control panel, double click on the Firebird Server Manager, press stop and then press start. If it does not restart then reboot your server.

Q. I want certain clients to be seen by more than one consultant but already belong to a consultant. How do I share a client between different consultants/users?

A. If you have one or more clients who need to be shared between different users simply create a new consultant called, for example, Fred_and_Jim, then assign each client to this new consultant, then add this new consultant to Fred and Jim's user access list in User Maintenance. See the training videos in the Administration section under 'Hiding Data from Users' for more details.

Q. My Kodak i40 scanner has a 5 on the green display and flashing a red light.

A. This probably means your scanner has developed a fault. Contact Kodak direct to exercise your warranty.

Q. I have accidentally deleted the virtual printers (volume and volume in colour). How do I get them back?

A. Just reinstall the software again. During the install there is a check box option to install/not install the virtual printers. Make sure this check box is ticked. The software installation files can be found on your server in \\server\volumeFINANCE_database\v25. Replace the word server with the name of your server. Run the setup.exe and accept all the defaults.

Q. I'm using JCS and have a client that I want to delete. When I delete the client on JCS and perform the JCS Update on volume the client still exists in volume although it does not in JCS.

A. The JCS update will only add new clients and modify existing ones, it will not delete clients. To delete the client from volume refer to the training videos (shortcut on your desktop).

Q. I am using JCS and when I press Ctrl+W to jump to a client the client's name is blank. Previously this was not the case as all client names had appeared correctly.

A. Under rare circumstances the database system that JCS uses (MS Access) locks the database file and the JCS update will receive blank fields. If this happens log everyone out from JCS and run the update (File, Update From, JCS) again.

Q. I feel we have got to grips with the basics of volume and would like to know more.

A. Have a look at the training videos. There is an icon on your desktop called 'volume Training videos'. Work your way through this to discover more and answer any software functional questions you have.

Q. A network error occurred, now volume shows there is maximum number of users logged in although this is not the case. Do I have to reboot the server to clear the connections when this occurs?

A. No, go to the server's control panel and launch the Firebird icon found there. Press the stop button then the start. This will clear all database connections so make sure volume is closed on all computers first.

Q. It is our intention to install a 'Terminal Server'. Please can you confirm if your software is compatible?

A. Yes, all our software is Terminal Server compatible. However, the speed of access is entirely dependent on your upload bandwidth. We also have additional software to scan in a Terminal Server environment called volumeRemoteScan. Contact our sale department for more information.

Q. Backing up data to CD/DVD. Received the error 'Unable to recover table of contents' after the burn process had finished.

A. This error is a result of the CD/DVD burning failing due to either the CD/DVD is a faulty disk or the computer was interrupted during the writing process. Close all other applications running on the computer and try with a new disk. Also, try slowing down the burn process by selecting a lower speed from the drop down list.