Troubleshooting Guide

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Start troubleshooting here:

Which of the following best describes the type of problem you are troubleshooting?

Problem Type	Solution Area
I am unable to install Medley.	Click here to troubleshoot installation.
I am unable to access data on the Medley drive.	Click here to troubleshoot data access.
I am having problems using the Pooled Internet connection.	Click here to troubleshoot Pooled Internet Access.
My anti-virus or disk-maintenance software has problems after installing Medley.	Click here to troubleshoot anti-virus or disk-maintenance software problems.
Other	Please refer to the general Medley FAQ or the Medley on-line help for additional troubleshooting information.

Troubleshooting Medley Installation

Which of the following best describes the problem installing Medley?

Problem	Solution
The Setup program displayed a message that said that "Your computer does not meet the following requirements..." followed by "DCOM95 1.2", "WinInet", or "IP Address"	The "DCOM 1.2" or "WinInet" message indicates that you need to prepare your Windows 95 computer to install Medley99. For more information, click here. The "IP Address" message indicates that you need to configure your computer with an IP address. For general information about TCP/IP, click here.
The Setup program displayed the message "Setup failed to initialize" or "An error was encountered when attempting to delete a key/value pair from the registry".	This is a known bug in Medley99 2.3 on some Windows 95 configurations. This problem has been corrected in Medley99 2.3.1.
The Setup program failed or hung.	You may be running anti-virus software. Please turn off all anti-virus software while installing Medley.
The computer doesn't have a CD ROM drive.	You either need to add a CD ROM to the computer or share a CD ROM drive from another computer to install Medley.
The Setup program did not launch when I inserted the Medley CD.	Run the Setup.exe program in the root directory of the Medley CD.
Other	This problem is not known to MangoSoft. Please contact your Authorized MangoSoft Reseller to proceed.

Troubleshooting Data Access

Which of the following best describes the problem accessing data on the Medley drive?

Problem	Solution
Fewer than half of the computers in the pool are reachable while I am unable to access data on the Medley drive.	At least half of the computers in the pool need to be reachable in order to access the Medley drive. For additional information, click here.
At least two computers in the pool are unreachable while I am unable to access data on the Medley drive.	These two computers may be the computers that are storing the desired data. At least one of these computers needs to be reachable in order to access the desired data. For additional information, click here.
I get an "access denied" error when trying to access the data.	The security settings of the file do not allow you access to the data. For more information on Medley file security, click here. Alternatively, there is a known bug in Medley99 2.3.3 that prevents users from logging onto Medley if someone restricted permissions of the root directory of the Medley drive so that no users could access it. A patch that resolves this bug is available through your Authorized MangoSoft Reseller.
I have not been able to access the Medley drive since I changed my computer's name or IP address.	Medley does not support changing a computer's name while it is in a pool. You need to restore the computer's name or IP address to use Medley. If you need to change this computer information, leave the pool first.
Other	This problem is not known to MangoSoft. Please contact your Authorized MangoSoft Reseller to proceed.

Troubleshooting Pooled Internet Access

Which of the following best describes the problem using Pooled Internet Access?

Problem	Solution
I am unable to use Pooled Internet Access after I hit "Cancel" or "Esc" at the Windows logon.	Pooled Internet Access supports only logged on users. You need to log on to use Pooled Internet Access.
I am unable to use Internet Explorer 5.0 with Medley99 2.3	This is a known restriction of Medley99 2.3. This restriction has been eliminated in Medley99 2.3.1.
When I disable the "Disconnect modem after idle..." option, the connection hangs up immediately.	This is a known bug in Medley99 2.3. This problem has been corrected in Medley99 2.3.1. As a work-around, enable the option and set the timeout to the maximum value (60 minutes).
The Pooled Internet connection disconnects too frequently.	Increase your "Disconnect modem after idle..." time via the "Internet" page of the Medley control panel on the "Shared connection host". If that didn't fix the problem, confirm that your Internet connection is reliable and that your ISP doesn't disconnect after some amount of idle time.
The Pooled Internet connection doesn't connect.	First, confirm that a "Shared connection host" is specified on the "Internet" page of the Medley control panel. If not, configure it via the "Start Using...", then log off then back on and try again. If that didn't fix the problem, on the "Shared connection host", reconfigure the shared connection via the "Settings..." button on the "Internet" page of the Medley control panel. Then, on the client host, log off then back on and try again.
Other	This problem is not known to MangoSoft. Please contact your Authorized MangoSoft Reseller to proceed.

Troubleshooting Anti-Virus or Disk-Maintenance Software

Which of the following best describes the problem using Pooled Internet Access?

Problem	Solution
The anti-virus software reports that it found viruses in files stored on the Medley drive.	Like any disk drive or shared storage device, Medley does not prevent the storage of virus-infected files.
The anti-virus software reports that it cannot scan the boot sector of the Medley drive.	The Medley drive does not have a boot sector and therefore cannot be infected by boot sector viruses. You can ignore this error or configure the virus software not to scan the Medley drive's boot sector.
Anti-virus software running on different computers in the pool report different sets of viruses when scanning the Medley drive.	You may be running different versions or updates of anti-virus software from different computers in the pool. Make sure that you're running the same version and update of the virus software on each computer in the pool. Alternatively, the virus scanner software may scan different sets of files when run by different users because those users have access to different sets of files.
The anti-virus or disk-maintenance software reports that it cannot scan my normal hard drives after I installed Medley.	Some anti-virus software is unable to perform a virus scan if files on a drive are in use. Since Medley pools your normal hard drives to form the Medley drive, you need to stop Medley to run this kind of software. You can stop Medley via the "Maintenance" page of the Medley control panel.
Other	This problem is not known to MangoSoft. Please contact your Authorized MangoSoft Reseller to proceed.