CBT Troubleshooting

Common Problems:

• User doesn't have/can't locate CBTs
• User receives an error on the web page that contains the form that allows them to download the CBTs
• User tries to install the CBTs but keeps returning to the unzip dialog box
• CBT installation asks user to rewrite some files
• Once installed, the user can't find the CBTs
• CBT won't allow the user to progress
• User running the CBTs receives an error referencing "no handle/container..."
• User can't install CBTs, possibly received error message: "Error opening file C:\WINNT\asym\runtim\TBLOAD.EXE"

1. User doesn't have/can't locate CBTs
   Most agencies do have the CBTs somewhere on their LAN.  It normally installs into a folder named NCAS and then a subfolder named CBT.  Users could use the Find tool (located on the Start Menu) to search for these on their hard drive and their shared network drives.  However, if the CBTs cannot be located, please contact the NCAS Helpdesk at 919-875-4357 and make a request.
    
2. User receives an error on the web page that contains the form that allows them to download the CBTs
   • 404 Page Not Found: This error is usually indicative of an incorrect address for the page you are trying to reach.  Check the address you entered for typos.
   • Server Not Found: This error is usually indicative of network problems.  The user should first confirm with their LAN administrators that they are not experiencing network connectivity issues, and then call the NCAS Helpdesk [(919) 875-4357].  
      
3. User tries to install the CBTs but keeps returning to the unzip dialog box
   This problem occurs when the user fails to move from step 8 to step 9 in the installation instructions.  The user has unzipped the original exe file that they downloaded.  They now need to find the setup.exe file that they extracted and run it by double-clicking on its icon.  By default, it is in the C:\Temp folder.  If it is not,  repeat the unzip and pay attention to the dialog box that contains that location information to determine if the files were sent somewhere else by default. 
    
4. CBT installation asks user to rewrite some files
   It is almost never a problem to click the  "Yes to All" button on this dialog box.  It usually means that either the CBTs have actually been installed on this machine in the past or another program that uses the same library files has been installed. 
    
5. Once installed, the user can't find the CBTs
   The CBTs should be on the users C drive in a folder named NCAS.   If the user chose to during installation, they will also be on the Start Menu in a "NC Accounting System" category.
    
6. CBT won't allow the user to progress
   This error usually means that a field hasn't been filled in correctly.  The user may need to tab through all the fields, delete all the information from them, and retype it.  If the problem persists, click on the Map button and move on to the next section.
    
7. User running the CBTs receives an error referencing "no handle/container..."
   This error indicates the user is running an old version of the CBTs.  Please call the NCAS Helpdesk [(919) 875-4357] and request the newer versions.
    
8. User can't install CBTs, possibly received the error message: "Error opening file C:\WINNT\asym\runtim\TBLOAD.EXE"
   This error is usually received when a user is trying to install the CBTs on a computer running Windows 2000 or XP.  One solution is for the system administrator to give the user increased permissions to the C:\WINNT\Temp directory.  Another solution would be for the system administrator to install the CBTs on either a different machine running an older operating system, or possibly on a non-networked WIN2000/XP machine on which they would feel comfortable increasing the user rights.