File Troubleshooting

Your problem is related to your Network and Computer Systems. In order to resolve your problem as quickly as possible, your IT professional must contact us for further assistance on this matter. Resolving problems requires knowledge of and familiarity with drives, folders, files and shortcuts, as well as administrative rights to COGZ and local computers settings and access to network resources, including COGZ and full server backups.

Problem: Program does not open, You receive an error message (see below) that indicates COGZ cannot find a file, access is denied, or that the user does not have proper permissions.

Error after Update: The operating system can change Folder and/or File Permissions when a COGZ file is seen as in use by the MS Windows file system during the update process. If Windows asked you to restart the server during COGZ update process, it is an indication that a file was found to be open. Other causes could be that an Anti-Virus program that does not recognize the new files and will not allow them to run. Either way, a number of different messages can appear.

Examples of Error Messages:

– Access Denied from MS Windows

– Network Error: Windows cannot access cogzw.exe

– Unable to find file xxxxxx.xxx

– Unable to Open File xxxxxx.xxx

– Application was Unable to Start Correctly

– Error 47 trying to open COGZ File

– COGZ Not Responding

– COGZ Already Running, or will not run

Trouble Shooting Techniques:

Most of these errors can be resolved by making sure the COGZ Folder and all sub-entries have the proper permissions. (See Resolution below, if Windows will not let you change permissions.) If you want to verify if COGZ was updated properly, and that it will run in its current configuration, proceed as below:

– Run COGZ, with Administrator Permissions, directly on the server. If COGZ runs without issue, then it is being blocked when run by a Client. Also, open COGZ and go to Help=>About to determine Version. This confirms COGZ can run after the update.

– Copy the entire COGZ folder (less any compressed files) to your local computer. Does it run properly? Moving COGZ to your local workstation removes many of the server type of barriers.

– Does COGZ run on Client with Admin log in, but not with User login? Again, if COGZ runs normally, it is being blocked when run by a client from the server.

– To check if users have the appropriate Read/Write/Execute permissions, try copying a file from the users local disc to the server, then deleting the file from the server.

– Turn off the Anti-virus as a test. Does COGZ work now? Check that the Anti-Virus on the server excludes the COGZ folder from Runtime Checking as well as scans. See Anti-Virus Info.

Resolution: 

If you find that permissions are the problem, but are unable to fix them, the following procedure is suggested as a work around if you can run COGZ, or have a recent COGZ backup file:

• If you can run COGZ, do a COGZ backup (File=>Backup Database Files – change Backup file name to include the words “Old Folder”)

• Change the name of the COGZ folder to “COGZ-OLD”

• Create a new COGZ folder in the same location on the server

• Copy the Old Folder Backup to the new COGZ folder.

• Extract the backup directly into the new COGZ folder

• Download the latest version of COGZ from our web site

• You will need a new password – contact COGZ at this time for the correct password for your process.

• Check to see COGZ works on the server

• Grant full permissions to the new COGZ folder for COGZ users

• Check that the Client shortcuts (and Start-In Directory) point to the proper place (should not have changed)

• Check with the users, COGZ should be working now.

If your problem is not discussed above, then follow the problem reporting information here.