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more about interMediate
interMediate support

interMediate is self contained, managing its own network and complete with its own housekeeping utilities and help system.

Most reasonably up to date computers and networks run interMediate as they are. Older systems sometimes need additional memory and a network update, in accordance with the system requirements.

There's no need for technical skills to manage and use interMediate for workgroups of up to 10 people. The database is hosted on the computer of the most active user and shared via the local area network.

For larger workgroups interMediate is hosted on a dedicated computer running FileMaker Pro Server. There's no need for a server operating system - a modern desktop system is powerful enough, less costly and much easier to manage. The interMediate administrator needs to know more than for a desktop host and computing knowledge is helpful, but not essential.

An interMediate subscription includes support at no extra charge. If you need help, we are always happy to provide it.

SAVE DATED BACK UP COPIES REGULARLY
for system administration information or to take action, click a tab below


diagnosing problems

interMediate is designed for robust reliability when installed in accordance with its system requirements

interMediate files are in the interMediate Folder, at the top level of the C: Drive or OS X System Disk

symptom

likely cause, usually
configuration errors

remedy

Slow running.
Incomplete pop up menus, particularly on client computers.

Outdated hardware, or hardware with a low performance (ie Celeron type) processor, particularly for the host.

Upgrade to a more powerful computer.
See the interMediate system requirements, on the Information tab of this page.

Lack of memory or running too many applications simultaneously for the amount of memory available.

Add memory or reduce the number of applications used simultaneously.
See the interMediate system requirements, on the Information tab of this page.

interMediate clients can't log on to the host.

The interMediate host may not be running.

Before starting interMediate on a network client, it must be running on the host.

The IP address of the host computer may have changed since installation of interMediate.

Check that the host computer is configured with a fixed IP address, using the address in use when interMediate was installed.

The network path between the host and client may be broken.

Check the network integrity.

The file interMediateNetClient.fp7 may not be configured correctly on the client computer.

Contact Resolute Systems with the IP address of the host, to request a new copy of the file interMediateNetClient.fp7.

Host /client communication may be blocked by firewalls.

Check the firewalls of the host, the clients and any routers to ensure that port 5003 is open for TCP and UDP traffic from the clients to the host and to the internet from all computers.

Occasional error messages and minor inconsistencies in multi-user systems.

Seriously inconsistent network communication speeds.

Check that all local area network devices used for interMediate traffic use full duplex communication all the time at 100 mbps or faster. This excludes very old routers and hubs and most PhoneNet connectors. Wired Ethernet is faster, more reliable and more secure than wireless.

Visit http://myspeed.visualware.com to run an internet access speed test, then compare the speeds and quality of service with the levels promised by the internet service provider and with the interMediate system requirements.

Check the network cables for damage, replacing any loose or broken plugs. Ethernet cable must be Category 5e or higher. RJ45 line connectors have high failure rates and should be eliminated.

Sharing interMediate by any method other than interMediateNetClient.fp7 running on a client computer with FileMaker Pro.

Disable file sharing for the interMediate Folder on the host.
Ensure that all client computers are correctly configured with interMediateNetClient.fp7 and FileMaker Pro and that no attempts are made to share by any other method.

interMediate (or its Help, Menus or Updater files) won't start, with an operating system message about lack of permission to use the files.

File access permissions may be set incorrectly in either Windows Access Control Lists or Mac OS X Permissions.

In Windows, log on to the computer as Administrator. Then in Properties for each file in the interMediate Folder, edit the Access Control List. Give full control to appropriate users.
In Mac OS X, go to Get Info for each file in the interMediate Folder and use the computer's administration password to give read and write access to appropriate users or groups.
These controls may have to be re-set after each interMediate update.

interMediate won't start on the host, with a message about failure to initialise properly.

interMediate may have been moved from its original host to another computer.

Contact Resolute Systems to request a code that releases the interMediate hardware lock.

A temporary interMediate licence may have expired.

Contact Resolute Systems to check the licence validity.

interMediate won't start on client computers, with a message about failure to initialise properly.

interMediate may have been started on a Windows host before Windows had fully finished starting.

Re-start the Windows host computer, wait for a few minutes, then start interMediate.

The Help system won't open or, while starting, interMediate reports that the Help file is missing.

The Help file may be corrupt or missing from the interMediate Folder.

In the interMediate Folder replace the file interMediateHelp.fp7 with a copy from the latest updater Zip file. If that's not available, contact Resolute Systems to request another copy.

A pop-up menu opens with only <Value List Missing> appearing.

The Value List is missing from the file interMediateMenus.fp7.

Log on as Administrator and click the Open Menus button. Check that the required list is present. If not, contact Resolute Systems to check the Value List name and contents.

The value list for the menu may contain characters other than a-z, A-Z, 0-9, apostrophe and hyphen.

Log on as Administrator and click the Open Menus button on the Preferences screen. Open the menu's value list and edit its custom values to remove out of range characters.

<Value List Missing> appears in all pop-up menus that allow editing as they're used or, while starting, interMediate reports that the Menus file is missing.

The file interMediateMenus.fp7 may be corrupt or missing from the interMediate Folder.

Make a copy of the file interMediateMenusBackUp.fp7 from the interMediate Back Up folder. Place the copied file in the interMediate Folder and rename it to interMediateMenus.fp7, replacing the original.

An interMediate host or client computer doesn't allow the user access to the interMediate Folder for updating or accessing files written by interMediate.

The computer's administrator or user access privileges aren't set correctly for administration or use of interMediate.

On the interMediate host and client computers, interMediate users must be able to open the interMediate Folder at the top level of the Windows C: Drive or Mac OS X System Disk, and read and write file within it.

The interMediate back up copying routine reports that the back up copy files cannot be created on the disk.

The folder interMediate Back Up may be missing from the interMediate Folder.

Ensure that the folder interMediate Back Up is present in the interMediate Folder, with write permission for the interMediate Administrator. It may be shared for inclusion in network back up copying schemes.

Lost Manager, User or Mediator password.

Log on as Administrator, then go to the Users screen. Drag or type the account name into the Edit This Account field and click the Change Password button. interMediate issues a new temporary password for the account, to be changed the first time it's used.

Lost Administrator password

Contact Resolute Systems for a special password and rescue code giving access to change the Administrator password, as described above.

Incorrect data in interMediate.

Usually operator errors.

To restore interMediate to its state when the last back up copy was made, first check the date of the latest version of the file interMediateBackUp.fp7 in the interMediate Back Up folder. If this file is recent enough, make a copy of it. Place the copied file in the interMediate Folder and rename it to interMediate.fp7, replacing the original. NB! - Changes made since the last back up copy was made will be lost.

After a computer crash or power failure, interMediate runs with inconsistencies.

interMediate data structures may have been corrupted.

Recover from a recent back up copy as described above, or re-start the computer, then log on to interMediate as Administrator. On the Housekeeping screen, make a back up copy and then apply the last used Updater again.

After a computer crash or power failure, interMediate won't start at all.

interMediate may have been damaged.

Recover from a recent back up copy as described above, or use the Remote Support form on this page to send the file interMediate.fp7 to Resolute Systems for repair.

for help with interMediate, just call or email

remote support

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Any database can be corrupted by computer or network failures. Diagnosing and repairing on-site is the usual way to recover, but this can be time consuming, expensive and disruptive.

In addition to interMediate's built in recovery, the database can be sent for repair and return. This is at no extra charge for subscribers. Databases are usually fixed and returned on the same day.

To send a database for repair, first contact Resolute Systems for a password. Then use the form on the left of this page to Send the file, with the password, your email address and a short description of the problem and how it arose.

After clicking the Send button, keep this web page open until the entire file has been sent.

please call or email for a file submission pasword

fast, simple, low cost, easy


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