FREQUENTLY ASKED QUESTIONS

The following are a few Frequently Asked Questions (FAQs) about Canal Planner 7.

For the latest FAQs please visit www.canalplanner.com/faqs/

Question 1 - I get the message 'Printer settings could not be accessed. Please ensure that you have a valid printer installed that accepts A4 paper.' What does this mean?

This message will occur when you try to print, to get a print preview of your route, when your PC has no printer installed, or it has a printer installed that is not set-up to accept A4 paper. This message may also show if you try to do a print preview and you have no default printer configured. In order to resolve this issue, you should:

• Make sure that you have a printer installed. If you don't you should install one.
• Check the printer settings to make sure that A4 paper is an allowed paper size for your printer. If it isn't and it is possible to add A4 paper to the paper types, then you should do so.
• Ensure that you have the latest printer drives installed for your operating system.

Question 2 - Why does Google maps take time to load?

When you click on the Google maps button, we have to carry out a number of tasks. Firstly we have to upload your route to our central server, and then we have to load up the Google map. Longer routes contain a significant amount of data which needs to be uploaded and hence takes longer both to upload and to generate the map web page. The speed of your Internet connection will play a large part in determining how long this will take. We don't recommend using Google maps on dial-up or GPRS connections as it is likely to time-out the connection with our server. We have added status to the top of the map so you can see the progress of the Google map.

Question 3 - How can i see which updates I have installed?

Clicking Help | Installed updates will show a list of all successfully installed updates.

Question 4 - I had a link on my Quick Start Menu saying that I had new messages. I read the messages, but now the link has disappeared, how can I read my messages?

Clicking Help | Messages will open up your inbox of received messages.

Question 5 - I have installed on Vista but I am having problems with Canal Planner. What should I do?

Canal Planner is compatible with Vista, however there is a slight installation quirk, which means that if you are running Vista you must not install Canal Planner to your 'Program Files' folder. If you do this, Canal Planner will only work by right clicking on the cp.exe file in your installation folder, and selecting 'Run As Administrator'. However we recommend installing Canal Planner in a different folder than Program Files to avoid having to do this.

Question 6 - I am trying to activate online but i keep getting a message that I don't have an Internet connection when I know I do?

This problem can be caused by the following issues:

• You are using an internet connection such as GPRS or dial-up which is not fast enough to maintain the connection to our server. If this is the case we suggest that you activate offline until such time as you are able to run Canal Planner on a machine which is connected to the Internet via broadband.
• You have some personal firewall / network security program blocking the communication with our central server. When you first install Canal Planner and run it, if you have a product such as Norton Internet security you should have seen a warning message such as displayed below. If so you need to ensure that you always allow access to the Internet.
  
• If you are running Canal Planner from inside a corporate network, the communication method we use may be blocked on the main corporate firewall.

Question 7 - I am being asked for an Unlock code but I only have an Activation Code and a Key Code. Where do get an Unlock Code?

You are being asked for an Unlock code as Canal Planner is unable to communicate with our activation server. Try enabling internet access or see question 6, if you think that you do have Internet access enabled already.

In order to get an Unlock code you need to contact Canal Planner by email (enquiries@canalplanner.com) or by phone (0845 3550955) and quote your activation code, key code and reference code (which you will find on the final stage of the activation process). We can then generate you an unlock code so you can activate offline.

Question 8 - I want to plan a route around a ring, but I am not sure how to do this. Please help?

In order to plan a route around a ring, you can either enter the route using manual routing or A-to-B routing. A guide to planning a route using A-to-B routing can be found here.

Question 9 - Why does my route say that I have 69.4 hours over 1 day?

By default planned routes are un-partitioned, so default to everything being carried out in 1 day. In order to get an accurate indication of number of days etc, you should either manually partition the route, or use the auto partition tool. More information on partitioning routes can be found here.