Troubleshooting RISC Error Messages and Problems

Marillion Designs offers free E-Mail Support for any problems you may have when using RISC. The E-Mail Support address is listed at the back of the RISC installation manual or by choosing 'About RISC' from the Help menu in the RISC program itself.

We keep a log of all support calls received over the past years and below have listed the most common problems that schools have encountered. If you are having problems with RISC, it is worth checking out the solutions here to save time. The problems and solutions listed make up over 95% of all support calls received and are listed in order of frequency. 

NOTE: Most common error message after the RISC v7 or v8 Upgrade or Installation:

Error Code 339 - at various point when running RISC

Solution :

You MUST run the SETUP.EXE program from the RISC folder on ALL workstations that will be running RISC v8.0.  This program will register the RISC support files with the local Windows Operating system.  To run Setup.exe, you must be logged on as an Administrator.  Setup needs only be run once per client.  This program is detailed on the Installing page.

Symptom :

When performing a search of the RISC database using RISC v8.20 or earlier

Solution :

RISC v8.0 through v8.20 contained a bug associated with users not selecting Teacher names from the Teacher Lookup, but rather typing them into the Teacher box.  When performing a search of this typed data, the RISC Indexes were unable to access these records correctly and ambiguously reported this error which has now been resolved.  Run RISC v8.xx and select Help...Find and Download RISC Updates. This is a free upgrade for v8 users.

NOTE: It is always recommended, for the sake of data consistency, to always use the Lookup tables and keep their contents up to date.

Error Code 62 when Searching the RISC Database by Teacher and/or Student Name

Symptom :

When performing a search (Search Using Defined Fields button) of the RISC database for all contacts involving a specific Teacher and/or Student name, an error message (Error Code 62) appears and RISC then closes.

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Solution :

RISC requires a Rebuild of its indexes. Start RISC and from the Database menu, choose Rebuild RISC Indexes. When complete, try the same search again. The process of Rebuilding Indexes in RISC is essential to the ongoing efficient performance of RISC. The process is very quick (dependent on the number of contacts in the database) and will provide the fastest access to RISC data for searches and reporting. If RISC is running on a network, any user can perform a Rebuild of Indexes at any time and all users will benefit.

Symptom :

RISC is running on Windows XP (Home or Professional) or Windows 2000 connecting to a Novell Netware Server with the Novell Client for Windows XP/2000.  When you try to save a new contact, the contact number starts "spinning" like a poker machine and RISC hangs.

Solution :

This problem is related to the Novell Netware Client for Windows XP/2000 v4.83.  Novell accepted that this was their problem and released a patch for the v4.83 client which can be downloaded from the Novell site.  Client 4.83 SP2 will fix this problem.

All workstations running RISC on Windows XP or 2000 with the Novell Client v4.83 will need this newer client installed.

Error Code 55 when Rebuilding Indexes

Symptom :

When performing a Rebuild of RISC Indexes, an error message (Error Code 0 or 55) appears and RISC then closes.

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Solution :

It is likely that one of the Officer (Teacher) names entered into the Officer (Teacher) Lookup file in the RISC Administrator module has been duplicated. RISC creates indexes for each officer name and if a duplicate is encountered in the process, it attempts to open the same file twice which results in the error. To correct the problem, run the RISC Administrator program, select Officer (Teacher) Lookup from the Configure menu and check the list for duplicates. Edit or delete the duplicate, save the Officer Lookup, exit RISC Admin, re-run RISC and try to Rebuild Indexes again.

Error Code 76 when Searching the Contacts Database

Symptom :

When Searching the RISC database for contact records, an error message (Error Code 76) appears and RISC then closes.

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Solution :

This error occurs when the Temporary Files Path as specified in the RISC Preferences screen is not a valid path according to the computer displaying the error.  For example, the Temp Files Path may be set to C:\TEMP, but there is no folder called TEMP on the PC (perhaps the user deleted it?).  Recreate the folder and try the search again.

If the Temp Files path is set to be on a server rather than on each user's local PCs (not recommended), it is imperative that all RISC users have access to that path exactly as it is specified.  They must also have Read/Write/Create/Erase/Modify access rights to that path.

Error Code 52 or 63 when Rebuilding Indexes

Symptom :

When performing a Rebuild of RISC Indexes, an error message (Error Code 52 or 63) appears and RISC then closes.

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Solution :

It is likely that a data corruption has occurred in the main RISC Database (RISC.DAT file). This typically only occurs in network situation where the RISC.DAT file is being concurrently accessed by multiple users.  In cases where Windows freezes or users switch off while the RISC program is still running on the PC, there is a possibility of file corruption that can affect the whole file or just small parts of it.  There is a utility built into the RISC Admin program that checks the RISC.DAT file for corruptions and repairs them if it is able to.

Run RISC Admin, and choose Check for Data Corruptions from the Utilities menu.  Read and understand the Help screen that pops up and follow the instructions. NOTE that the best protection for your data is a reliable backup system.  See the Backup RISC section on these pages for further information.

"Diskette Write-Protect" Error when Importing Student Data into RISC

Symptom :

When using the RISC Administrator Module to import new Student data, an error message appears (diskette is write-protected) appears and RISC Administrator closes.

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Solution :

Assuming the diskette itself is not write-protected (write-protect hole is exposed) and the floppy drive itself is not faulty, the problem is likely to be caused by one of the following:

1. You have RISC itself running in the background. If so, close RISC first and then try the import again.

2. You are running RISC on a network, and another user has RISC open. You must ensure all RISC users close down RISC before the import can proceed.

When Entering a New Contact, the Save Button is not Active

Symptom :

After typing in the details for a new contact, you are unable to Save the contact because the Save button is unavailable (grayed out).

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Solution :

The Save button is used to save a brand new contact. The way the Save button is activated is different depending on how RISC finds your Student names. With RISC, you can find students two different ways - either by using the Student Database (exported OASIS or similar student data) or by using a simple Student Lookup (just a list of all student names).

(1) With a Student Database - You must Find the desired Student's name in the Student Database. That is, type enough of the surname to make it unique (or just the first letter if you like) and then click the Find button or press the Enter key. The first matching name will be displayed together with the parent contact and the home phone number. At this point the Save button will be activated. If the desired student is not shown, click the right or left arrow buttons beside the student name to move forwards or backwards through the student database until the desired name is displayed. Then simply fill in the rest of the details and Save the new contact.

(2) With a Student Lookup - You MUST select (or type in) a Student Name AND a parent contact AND a phone number to make the Save button active.

The Contact Form Appears to be Blank, but the Contact Number field cannot be accessed

Symptom :

You have cleared the form using the Clear Form button, but are unable to place the cursor into the Contact No. Field to enter a contact number or asterisk (*) for a search.

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Solution :

Although the form may appear to be cleared, it is likely that something is residual in memory. Clicking the Clear Form button three times will ensure that the form is totally cleared, reinstating access to the Contact Number field.

Error Code 5 when Importing Student Data from either OASIS or CASES into RISC

Symptom :

When running the Import Student Database option in RISC Admin using either a student file created in OASIS or CASES, an Error Code 5 is displayed and the import is unsuccessful.

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Solution :

If you are importing a Student Database from OASIS (Studbase.txt):

This error usually only comes up if there is data missing from an individual record(s) in your OASIS Student Details. This is typically the case when the Preferred Name field has been left blank for a student or students, or there are other entire blank records in the OASIS Student Details database. Usually RISC will stop at the student's name where it has found a problem, or at the name immediately before the problem record. Correct the faulty record(s) in OASIS, follow the steps in the User Manual (on page 5) to re-export the student data to a new STUDBASE.TXT file, then try the import process again in RISC.

If you are importing a Student Database from CASES (Studbase.csv):

The error code 5 is typically found in the CASES student records where data fields have been entered surrounded by double quote marks, for example, "Carrington". This is commonly found where a student lives at a "named" property or a homestead. When the student's details were entered into CASES, the name of the property was entered into the Address field surrounded by double-quotes. Double-quote marks around data content affects the integrity of the export file which uses double quotes around each field. To correct this, the double-quotes around the property name should be changed in CASES to single quotes, for example, 'Carrington'. Usually RISC will stop at the student's name where it has found a problem, or at the name immediately before the problem record. Correct the faulty record(s) in CASES, follow the steps on the provided CASES Export sheet (downloadable above) to re-export the student data to a new STUDBASE.CSV file, then try the import process again in RISC.

Error Code 57 when Importing Student Data from either OASIS or CASES into RISC using a floppy diskette

Symptom :

When running the Import Student Database option in RISC Admin using either a student file created in OASIS or CASES, an Error Code 57 is displayed and the import is unsuccessful.

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Solution :

This error usually indicates bad sectors on the floppy diskette from which the STUDBASE file is being imported.  Try to copy the STUDBASE file from the floppy diskette to another.  If it copies successfully, the new diskette should import fine.  If there are data or disk read errors when attempting to copy the file, you have no choice but to re-export a new STUDBASE file to a freshly formatted diskette.

Symptom :

When using any of the calendars to set a Date value in RISC, the date does not appear in the correct format

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Solution :

The pop-up calendar requires the Windows Short Date Format to be set correctly for the country you are in. For the Australian version of RISC, it expects the Short Date Format to be in the form dd/MM/yyyy. Sometimes Windows sets the format to d/MM/yyyy - this is incorrect.  For the U.S. version of RISC, the Short Date format MUST be set to MM/dd/yyyy.

The Short Date format is set in the Date tab of the Regional Settings option in Control Panel. If the date format specified above is not available from those shown in the pull-down list, just type it in the box yourself, then click Apply or OK. The next time you run RISC, the Calendar should transfer the date correctly.

Symptom :

When trying to set a Date Range in the Options menu, Error Code 13 is displayed and the Date Range is not set. 

Solution :

The pop-up calendar requires the Windows Short Date Format to be set correctly for the country you are in. For the Australian version of RISC, it expects the Short Date Format to be in the form dd/MM/yyyy. Sometimes Windows sets the format to d/MM/yyyy - this is incorrect. For the U.S. version of RISC, the Short Date format MUST be set to MM/dd/yyyy.  See the previous solution for more details.

Symptom :

When running RISC on a Netware 6 server in a multi-user situation, intermittently data may become corrupted or on rare occasions, the entire RISC.DAT file may get deleted and restarted.

Solution :

There are numerous support websites on the internet that are reporting major data problems associated with running multi-user databases on Netware servers.  All point to "Caching" of disk writes as being the cause of the problem.  While caching increases performance by delaying writes and reading ahead, there is the possibility that data may be lost or corrupted.  Caching at the workstation means that data "written" by the workstation does not actually get written to the server's disk until in some cases dozens of seconds later.  In a multi-user situation, especially when there is heavy access occurring, this can be disastrous for the database.  The problem is the Novell Netware Client sets local caching of disk writes back to the server by default.  This means, out of the box, the clients are likely to be responsible for corruption of the central database through a poorly configured Netware Client.  It is essential that ALL local Netware Client 32 Properties be adjusted to avoid this problem with any centralised database - not just RISC.  To change the properties described below, right-click the red N in the Windows System Tray and choose Novell Client Properties.  Open the Advanced Settings Tab and find the following settings and change them to the recommended settings shown (a reboot will be required when done):