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General
Technical Support Issues
I forgot my PIN number
No problem, give us a call and we can retrieve the PIN number for you.
Data
Capture
Technical Support Issues
I get an error when starting Data Capture
"Failed to load control 'XYChart3Ctl' from XYChart3_4.ocx. Your version of
XYChart3_4.ocx may be outdated. Make sure you are using the version of the
control that was provided with your application."
If you are running Windows XP Service Pack 2 -
This is caused by the new security restrictions introduced in SP2. The
solution is to log in as administrator and add
regsvr32.exe,
xychart4.ocx, comdlg32.ocx,
mscomctl.ocx, mshflxgd.ocx to the Data Execution Prevention exception list (DEP OptOut list). Refer to
Microsoft article
http://support.microsoft.com/kb/875352 for more details.
11/18/2008
Status Webpage Updates for VM500-5E-DCPE,
VM500-8-DCP-E, Molly303, Molly304, Molly305
VM500-5E-DCPE v4.1.6
Molly30x v4.1.4
VM500-8-DCP-E v4.1.4
Download the latest status web page.
Download the zip file StatusPageUpdate.zip
Unzip.
Instructions are in the newly created folder.
IP Address
Setup Technical Support Issues
My device does not show up
Verify that your network has a DHCP server. The
Temperature Guard must obtain an initial IP address from the DHCP server.
Verify that ports 10001 (2711h) and
30718 (77FEh) are not blocked. These ports may be blocked by Windows or
other network security on your network.
Home Guard
VM500-2 Technical Support Issues
Affected Dates: January 1, 2002
to January 30, 2003
An error has been found in the Operating Manual
and Installation Instructions booklet in sections Programming Overview,
line number 4 on page 3 and page 7. Ignore this
instruction.
The instruction should be: "You will hear the
Main Menu options. Wait until you hear the desired menu item before making
a selection".
Remember to verify all programmed parameters and
test that the unit works with your phone line.
Temperature
Guard VM500-3 Technical Support Issues
Affected Dates: January 1, 2002
to January 30, 2003
An error has been found in the Operating Manual
and Installation Instructions booklet in sections Programming Overview,
line number 4 on page 3 and page 7. Ignore this
instruction.
The instruction should be: "You will hear the
Main Menu options. Wait until you hear the desired menu item before making
a selection".
Remember to verify all programmed parameters and
test that the unit works with your phone line.
VM500-5-DCP-E Technical Support Issues
Affected Dates:
November 1, 2005 and March 10, 2006
In the event that there is a power outage of five
(5) hours or longer AND the alarm
is not acknowledged by entering the PIN number to cancel the alarm, future power
outage alarm calls may not occur.
This issue does not affect the temperature or door alarm calls and may not
affect your system if it was not being used for power outage alarming.
We suggest returning the unit for a software upgrade to correct this issue. The
upgrade will be performed at no charge and will also allow you to use the latest
version of our Data Capture software.
The address to returns your unit to is:
Microtechnologies, Inc.
DCP-E Upgrade
123 Whiting St, Unit 1A
Plainville, CT 06062
There is no need to return any cables or sensors, just the VM500-5-DCP-E unit.
VM500-8-DCP-E Technical Support Issues
Affected Dates:
November 1, 2005 and March 10, 2006
In the event that there is a power outage of five
(5) hours or longer AND the alarm
is not acknowledged by entering the PIN number to cancel the alarm, future power
outage alarm calls may not occur.
This issue does not affect the temperature, humidity, or water presence alarm
calls and may not affect your system if it was not being used for power outage
alarming.
We suggest returning the unit for a software upgrade to correct this issue. The
upgrade will be performed at no charge and will also allow you to use the latest
version of our Data Capture software.
The address to returns your unit to is:
Microtechnologies, Inc.
DCP-E Upgrade
123 Whiting St, Unit 1A
Plainville, CT 06062
There is no need to return any cables or sensors, just the VM500-8-DCP-E unit.
VM500-10-DCP-E Technical Support Issues
Affected Dates:
November 1, 2005 and March 10, 2006
In the event that there is a power outage of five
(5) hours or longer AND the alarm
is not acknowledged by entering the PIN number to cancel the alarm, future power
outage alarm calls may not occur.
This issue does not affect the temperature or door alarm calls and may not
affect your system if it was not being used for power outage alarming.
We suggest returning the unit for a software upgrade to correct this issue. The
upgrade will be performed at no charge and will also allow you to use the latest
version of our Data Capture software.
The address to returns your unit to is:
Microtechnologies, Inc.
DCP-E Upgrade
123 Whiting St, Unit 1A
Plainville, CT 06062
There is no need to return any cables or sensors, just the VM500-10-DCP-E unit.
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