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Questions & Answers

Is it possible to connect a client to the server through the Internet?

  • Question: is it possible to use Experium in case if the computers are connected only through the Internet? If that is possible, then how to connect 2 computers to use Experium?
  • Answer: It is required to select the multi-user version of the software for installation. The server must be installed on one of the computers. A recruiter's workplace must be installed on the other computer.  During the installation of the workplace, the IP address of the computer where the server is installed must be entered, which will allow the client to connect to the server.


Attention: The computer where the server is installed must have an external static IP address. If this condition is met, there would be no related problems. If not, please contact your ISP to get an external static IP address. The server address may be changed in the config.ini file, in the Server section. This file can be found in the same folder where the Experium workplace is installed.

Is it possible to transfer previously entered data to another computer?

  • Question: is it possible to transfer previously entered data to another computer? If yes, then how can this be done? Is it also possible to transfer data from a Windows OS platform to a Linux OS platform?
  • Answer: On Windows OS, by default, the database is stored in the folder 'С:\Documents and Settings\All Users\Application Data\Experium\Server'. In order to transfer data, you must:

 

  1. stop the Experium server from where data will be transferred;
  2. copy the folder containing the most updated data (Server\DATASERVERDATA) to the computer chosen for the transfer;
  3. in Windows OS, during the Experium installation, enter the path to the Server folder preserving the folder structure;
  4. in Linux OS, when transferring data, it is enough to replace the old folder with the new one. However, server folders must have permissions for the user _experium;
  5. if required, run the server where the data was transferred to;
  6. the server folders BACKUPDATA and METASERVERDATA will be recreated automatically during the server launch.


Data stored in the Windows OS is compatible with the Linux OS. A similar process may be performed if using the BACKUPDATA folder instead of DATASERVERDATA (for the case of recovering data from a backup copy) while deleting two other folders (DATASERVERDATA and METASERVERDATA).

Where to include the address of the server to which client workstations would connect?

  • Answer: The server address may be included in the client's config.ini configuration file, in the [Main] section, in the 'Server=...' option. The file can be found at the same location as the client's workplace. By default, that is c:\Program Files\Experium\, for the 32-bit operating systems. For the 64-bit systems this would be c:\Program Files (x86)\Experium\. If both the server and the client are installed on one computer, then the Server value should be: Server=127.0.0.1.

How to turn off (or reboot) the server?

  • Answer:
  1. to turn off the server, you must find the Experium Server icon in the system tray in the bottom right corner of the screen (where the system clock is located). Then by using the right mouse click, trigger the menu. In this menu select the entry 'Turn off the server' using the left mouse button;
  2. to turn on the server, open the menu Start - All Programs - Experium, and then click on the 'Experium Server' entry. Then the little man icon in the system tray should light with a green color.

The program generates a message "This user is unknown to the system"

  • Reason: the user has entered an incorrect login, or this user does not exist.
  • Solution: enter the correct login.


Attention: on the first login to the program use the login admin and the password admin12345

The program generates a message "You have entered an incorrect password"

 

  • Reason: the user has entered an incorrect password.
  • Solution: enter the correct password.

If a user cannot remember his/her password, he/she must contact the System administrator.
The administrator must reset the user login and password.

The program generates a message "Failed to initialize client libraries"

  • Reason: the user working on the computer does not have sufficient permissions to access the folders where the software stores data.
  • Solution: give the following permissions to the User who is going to work with Experium on this computer: full access to the folder \Experium\Client (ref. to the path in the line above LocalData=…) and to all its sub-folders. You may set any LocalData path.

In order to check whether the user actually has sufficient permissions, he/she should try to create a text file in the following folder: \Experium\Client. If a file cannot be created, then the user does not have sufficient permissions. The path to the folder depends on the operating system installed on the computer:

  1. for Windows 7: the path would be C:\Users\User_name\AppData\Roaming;
  2. for Windows XP: C:\Documents and Settings\user name\Application Data.

Note:

  1. the exact path to this folder may be found in the file config.ini (section LocalData=) which can be found at the same location as the experium.exe executable module (by default, c:\Program Files\Experium\);
  2. if the server is installed to a user workstation, the user must also have the full permissions to the server folder located at C:\Documents and Settings\All Users\Application Data\Experium

The program generates a message "Failed to connect to the server.  Error code 10049, 10051, 10060, 10061"

On the client side:

  • Reason:
  1. the server IP address was recorded incorrectly;
  2. network connection error.
  • Solution:
  1. verify the server address in the config.ini configuration file on the computer where the client is installed. This file can be found at the same location as the program (by default, c:\Program Files\Experium\). The client configuration file will be opened in the Notepad. Verify the value of the string 'Server=…'. Its value must be equal to the IP address of your server;
  2. verify if your network is working (open any internal network resource or a website). If the network is not working, set up the network according to your company standards.

On the server side:

  •  Reason:
  1. the server is not running: make sure the little green man icon is in the tray, in the bottom right corner of the screen (near the system clock);
  2. the Windows Firewall prevents the program from accessing network.
  • Solution:
  1. run the server on the server computer: Start\All Programs\Experium\Experium Server;
  2. add the following ports to the Windows Firewall exceptions: 29803, 29807, 29809;
  3. Then try to run the client and connect to the server.

The program generates a message "ERROR!  The Experium Update module cannot access the Update server.

If access to the Update server will not be recovered in the next 4 days, access of all users to Experium will be blocked until this error is resolved".

  • Reason:
  1. the computer where the EXPERIUM server is installed does not have an Internet connection;
  2. the computer where the EXPERIUM server is installed connects to the Internet through a proxy server;
  3. The Windows Firewall has blocked the Update module on the computer where the EXPERIUM server is installed.
  • Solution:
  1. verify if your network is working (open any internal network resource or a website). If the network is not working, please contact your system administrator or set up the network according to your company standards;
  2. add the Experium Update module to the Windows Firewall exceptions:
  • in Windows XP: Start –> Control Panel-> Windows Action Center -> Windows Firewall -> Exceptions tab -> Add program -> Explore… -> Open wmetasrv.exe (by default, c:\Program Files\Experium\wmetasrv.exe) -> OK;
  • in Windows XP (with classic Start menu): Start –> Settings -> Control Panel-> Windows Action Center -> Windows Firewall -> Exceptions tab -> Add program -> Explore… -> Open wmetasrv.exe (by default, c:\Program Files\Experium\wmetasrv.exe) -> OK;
  • in Windows 7: Start -> Control Panel -> System and Security -> Windows Firewall -> Allow a program or feature through Windows Firewall -> Allow another program... -> Explore… -> Open wmetasrv.exe (by default, c:\Program Files\Experium\wmetasrv.exe) -> Add.

3. In the Windows Firewall, open the Experium update module port:

  • in Windows XP: Start –> Control Panel-> Windows Action Center -> Windows Firewall -> Exceptions tab -> Add port –> enter any name in the Name field. Then enter 29803 in the Port number field -> OK;
  • in Windows XP (with classic Start menu): Start –> Settings -> Control Panel-> Windows Action Center -> Windows Firewall -> Exceptions tab -> Add port –> enter any name in the Name field. Then enter 29803 in the Port number field -> OK;
  • in Windows 7: Start -> Control Panel -> System and Security -> Windows Firewall -> Advanced settings -> Outbound Rules -> New Rule -> Port -> Next -> TCP protocol -> specify the remote port 29803 -> Next -> select 'Allow the connection' -> Next -> check when to apply the rule (by default, check all boxes) -> Next -> enter any name for the rule -> Finish.

4. Add support.experium.ru (the Update server) to your proxy server exceptions.
5. Add your proxy server details to the Experium server settings (select 'Proxy server settings' menu by right-clicking on the server icon in the bottom right corner of the screen).

The program generates a message "Incorrect delivery format"

  • Reason: the version of the server is older than the version of the client. This may occur after a program automatic update if the server was not updated at the same time.
  • Solution:
  1. if the folder where the server is installed contains files with *.old extension, the server must be rebooted;
  2. update the server by opting for server update while preserving the database.

The program generates a message "Client software of this type is not supported by the server"

  • Reason:
  1. when starting the server, The DataSrv central server did not complete the initialization process when the MetaSrv office server attempted to connect to it;
  2. this is usually due to performance issues with the computer where the server is installed.
  • Solution:
  1. Linux OS: Reboot the server, and then wait for 10 minutes to allow the server initialization process to complete
  2. Windows OS:
  • turn off the server;
  • sequentially, start the wdatasrv.exe, wmetasrch.exe, wmetasrv.exe server files (can be found in the folder where the program is installed) while waiting for 1 minute before each file;
  • after a successful login to the program, end these processes using the Task Manager or reboot the computer;
  • run the server (the exp_srv.exe file);
  • log in to the program.

The program generates a message "Mail sending error..."

  • Solution: set up your mail server (address, port, SSL) and the user outgoing email correctly

The program generates a message "Mail sending error 501… Syntax error in settings or arguments"

  • Reason: the domain name is missing from the user email address
  • Solution: enter the full email address in the Username field

The program generates a message "Mail sending error 530…"

  • Reason: the mail server requires a secure connection
  • Solution: set secure connection (SSL) in the mail server settings

The program generates a message "Mail sending error 535… Authentication error. Incorrect login and/or password"

  • Solution: indicate the correct email address and password in the user's outgoing mail settings

The program generates a message "Mail sending error 550… The command was not executed: the mailbox is unavailable"

  • Solution: indicate the email address in the user's settings (Admin. -> Users -> Change user information –> Change user email).

The program generates a message "Mail sending error 552… Command execution was interrupted: out of memory"

  • Solution: decrease the size of email attachments when sending the message

The program generates a message "Mail sending error 10049, 10051, 10060: ..."

  • Solution: specify the correct address of the mail server

The program was not installed correctly; it does not start or generates a message "This user is unknown to the system"

  • Solution: please try again to download the program setup file from the www.experium.ru website and reinstall the program

Before reinstalling, please make sure to remove the previously installed instance of Experium. To do so, it is required to:

  1. unload the Experium server. There are two ways to do so:
  • Find the Experium Server icon in the system tray in the bottom right corner of the screen (where the system clock is located), and then select the menu entry "Turn off the server" from the pop-up right-click menu;
  • open the Windows Task Manager (by pressing Ctrl-Alt-Delete or right-clicking on the quick launch panel and selecting "Start Task Manager"). Go to the tab "Processes". Left-click on the process exp_srv.exe, and press the button "End Process": 
  1. then open the menu Start - All Programs - Experium - Uninstall Experium, and then follow the instructions of the uninstallation wizard;
  2. after completing the uninstallation, install the program using the setup wizard.

The setup.exe installation file does not start

  • Solution:
  1. incorrect installation file: try to download this file again, and then start the installation using the new file;
  2. software conflict: if possible, try to start the installation on another computer;
  3. false positive antivirus alert: try to stop the antivirus for the duration of Experium installation, or set the setup file as trusted in the antivirus settings;
  4. not enough disk space: please try to clean up the disk (the program requires appx. 30 MB of disk space after the installation, and appx. 1 GB to initialize server databases after starting the program);
  5. insufficient permissions: please try to install Experium using an administrator account.

 

  • If none of the reasons/solutions listed above helped you to install the file, please respond the following questions, and send your replies at the email address help@heliosoft.ru:
  1. What OS, browser and antivirus are installed on your computer?
  2. What is the amount of free disk space on the drive where you are installing Experium?
  3. What are the size (in bytes) and the last modification time of the downloaded file setup.exe? To check this, right mouse click on the file, and then enter the menu "Properties". The size is shown in brackets:
  4. What sequence of actions do you use: you download the whole file first and then install it, or you are installing the program directly from your web browser?

Text appears corrupted during the program installation

  •     Solution: in the regional settings, change the language used when displaying text in programs that do not support Unicode to Russian:
  1. in Windows XP: Start -> Settings -> Control panel -> Region and Language -> "Additional" tab;
  2. in Windows 7: Start -> Control panel -> Clock, Language and Region -> Region and Language -> Administrative tab -> Change system locale...

The program generates a message: "Please wait. Server initialization is not completed"

  • Reason:
  1. the server did not complete the initialization process while one of the clients was attempting to connect to it.
  • Solution:
  1. Linux OS: Reboot the server, and then wait for 10 minutes to allow the server initialization process to complete.
  2. Windows OS:
  • turn off the server;
  • sequentially, start the wdatasrv.exe, wmetasrch.exe, wmetasrv.exe server files (can be found in the folder where the program is installed) while waiting for 1 minute before each file;
  • after a successful login to the program, end these processes using the Task Manager or reboot the computer;
  • run the server (the exp_srv.exe file);
  • log in to the program.

Clipping of CV parsing/sorting cards and other elements

  • Solution:
  1. increase the screen resolution to 1024х768 or higher;
  2. set standard screen DPI (100% or 96 DPI);
  3. set a standard theme of the Windows OS.

The "Data import" additional service: how to reinstall or install this module?

  • Answer:
  1. during the installation of the main part of the software, opt to install the import module;
  2. or run Start -> All Programs -> Experium -> 'Data import' module. Then check all boxes, and click 'Next'. The modules will be reinstalled.

The "Data import" additional service: where is the Experium data import button located?

  • Answer:
  1. MS Word / Outlook 2002-2010: main program panel
  2. MS Internet Explorer 6: tools menu, Regular buttons
  3. MS Internet Explorer 7: tools menu
  4. MS Internet Explorer 8, 9: Address bar menu
  5. Mozilla Firefox 3-11: navigation menu
  6. Mozilla Thunderbird 3-11: mail tools menu

Note: in the older versions of the "Data import" module, the import button is located in the 'Add-ins' tab in MS Word 2007 / 2010 and MS Outlook 2010.

The "Data import" additional service: during the installation of modules, some applications are inactive in the program selection window

  • Answer: this application is not installed or not supported.

The "Data import" additional service: adding the Experium button to Quick Access Toolbars in MS Word 2007, MS Word 2010, MS Outlook 2010

  • Answer: right mouse click on the Experium icon in the Word / Outlook add-ins, and then select "Add group to the Quick Access Toolbar".

The "Data import" additional service: the Experium data import button is not visible in Mozilla Firefox / Thunderbird

  • Answer: right mouse click on the empty field on top of the program window, and select "Customize...". A window "Customize Toolbar" will open. Find the Experium icon, and then drag and drop it to the toolbar using the left mouse button.

The "Data import" additional service: the Experium data import button is not visible in Internet Explorer

  • Answer:
  1. right mouse click on the empty field on top of the program window, and uncheck the "Lock the toolbars" box. Then extend the toolbar using the left mouse button until the Experium icon appears;
  2. it might happen that the module was blocked for security purposes. Open the Tools menu -> Manage add-ons, and make sure that the Experium add-on is active.

The "Data import" additional service: the Experium data import button is not visible in MS Outlook 2010 add-ins

  • Reason: it might happen that the module was blocked for security purposes.
  • Solution:
  1. Access the Outlook menu File -> Settings -> Add-ins -> Experium must be present in the list of Active add-ins;
  2. Open the menu File -> Settings -> Trust Center -> Trust Center settings… -> Macro settings -> Apply macro security settings to installed add-ins (the box must be unchecked);
  3. Open the menu File -> Settings -> Custom Ribbon -> General tab -> check 'Developer' -> OK;
  4. In Outlook open the 'Developer' tab -> 'COM Add-ins' button -> Outlook Component Object Model (COM) add-ins –> check Experium in the list -> OK -> Reload Outlook;
  5. Check the DontDisplayHKLMAddins entry in the registry (by default, it's not present) in the branch: HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security, where: 1 - turns off the add-in / 0 - turns it on.

The "Data import" additional service: the Experium data import button is not visible in any application

  • Answer: please reinstall the "Data import" module.

The "Data import" additional service: CVs from Internet Explorer are parsed incorrectly

  • Answer:
  1. highlight only the CV and press the data import button;
  2. try to parse CVs using Mozilla Firefox.

Unable to download Experium from the experium.ru website

  • Reason:
  1. current security policy does not allow downloading or saving certain types of files on the computer. This may include current setup of antivirus, firewall, et cetera;
  2. unstable or weak network channel is causing constant interruptions;
  3. there is not enough free disk space (the software distribution requires not less than 20 MB of disk space).
  • Solution:
  1. contact your system administrator;
  2. try to stop the programs which may hinder Experium distribution download (such as antiviruses, firewalls, et cetera);
  3. try to disable the proxy server in the browser settings;
  4. try to download the software using a download manager or another browser;
  5. try to download the software on another computer or from home.

Time of events and tasks in the Experium calendar has changed by 1 hour (forward or backward)

  • Reason: this is related to the changes made to the UTC shift and the cancellation of daylight saving time
  • Solution:
  1. install the latest version of Experium;
  2. install the "August 2011 cumulative time zone update for Windows operating systems" from Microsoft;
  3. make sure that the Experium calendar is now using the correct timing, otherwise it should be changed manually in the program itself.

Attention: the update from Microsoft may be installed to computers running under one of the following OS's: Windows XP SP3, Windows Server 2003 SP2, Windows Vista SP2, Windows Server 2008 SP2 or Windows 7.

The program generates a message "Your permissions allow you to work from the office computer only"

  • Solution: allow remote access for the user: Admin. - Users - Modify user permissions - Remote access - YES.

The messages are not sent through MS Outlook x64, and there is no synchronization with this program

  • Problem: when trying to send a message from Experium through MS Outlook, a message is generated that MS Outlook is not a default email application.
  • Solution: at this moment, sending messages through MS Outlook 2010 x64 is not supported.

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