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Troubleshooting

This page lists some common errors which may occur with ResearchMaster.  If these suggestions do not resolve your client’s issue, please contact RM Support for further assistance.

For instructions on installing RM, please visit the Installing ResearchMaster page.

Please note any packages sent out via SMS will not be received by laptops if they aren’t connected to the LAN network.

• Error message: Select DataSource
• Error message: RM could not get a connection via DSN 'RM-PRD'
• Error message: Invalid parameter (when attempting to open via desktop icon)
• Error message: Cannot find/locate/link to a particular file
• Error message: Invalid user - please re-enter
• RM appears to freeze when retrieving tables

Error Message: Select DataSource

If the error occurs after installation, it is usually because the machine has a partitioned drive and the package has installed on D drive instead of C drive.  The instructions below will correctly move the files back to C drive..

1. Copy the contents of D:\RM4 to C:\RM4, including all subdirectories.
   
2. In C:\RM4\APPS\CONFIG, confirm that both the default.ini and <username>.ini contain the following text:
   
      [C:\RM4\APPS\RM4.EXE]
       LocalData=C:\RM4\Temp\
       DSN=RM-PRD

   If these two files do not exist, they should be created.
   

3. Delete all other <username>.ini files.
   
4. Confirm that the C:\RM4\Crystal Reports directory contains the file: _Release date 19 July 2007
5. Redirect any shortcuts in the Start menu and Desktop to point to C:\RM4\APPS\rm4.exe

Please note, several users have contact us regarding their reports freezing when trying to run them; we are currently investigating this problem. 

Error message: RM could not get a connection via DSN 'RM-PRD'

Incorrect or missing TNSNAMES.ORA entry.
This file is usually located in C:\oracle\product\10.2.0\client_1\NETWORK\ADMIN however some users may have a different oracle client or multiple copies of this file depending upon the software installed on their computers. The changes should be made to all TNSNAMES.ORA files.
The file will need to contain the following entry:
RM-PRD.world =
    (DESCRIPTION =
        (ADDRESS =
            (PROTOCOL = TCP)
            (Host = fleabane.qut.edu.au)
            (Port = 1571)
        )
        (CONNECT_DATA = (SID = RMPRD)
        )
    )

Error message: Invalid parameter (when attempting to open via desktop icon)

The TARGET field in the desktop icon has become corrupted. The correct value is "C:\RM4\APPS\RM4.EXE"

Error message: Cannot find/locate/link to a particular file

This usually occurs when the user first logs into RM, although it can occur at any time and is the result of a corrupted file.
Delete all the files in the directory C:\RM4\TEMP. These files will be re-created the next time the user logs into RM.

Error message: Invalid user - please re-enter.

The most common reason for this error is that the user has entered the wrong username or password or that their password is longer than ten characters. Ask the user to try to log in again using just the first ten characters of their password. If this is unsuccessful, they can contact RM Support for further troubleshooting.

RM appears to freeze when retrieving tables.

The first time a user logs into RM, it will attempt to download several temporary tables. If there are any network issues this may slow the download to the point that it appears frozen. However, if it is left alone, RM will eventually complete the download and start up the application.