Tips and troubleshooting

This section is to provide answers to commonly asked technical questions as well as recommendations to issues you may have come across. The purpose of Public Beta is to get real life testing of the Demoxi software. We encourage you to provide feedback and report on any issues encountered during the Beta period. This information is fed back to the development teams who work on improvements before final release. Before continuing, we ask that you please review our FAQ’s as many of your questions may already be answered.

IMPORTANT: When contacting Demoxi with an issue or error please specify as much as much as possible the detail of the issue, what happened when the issue happened, take screenshots where possible and send us your log files. This will avoid unnecessary email communication. We appreciate your help in improving our product.

Error Reporting

How do I inform Demoxi about an error I have found?

  1. Go to “Contact Us”
  2. Complete the Form
  3. Describe as clearly as possible exactly what happened
  4. Take Screenshots where possible (Instructions below)
  5. Send us your log files (instructions below)

How do I capture an error image?

  1. Hold down the ‘Fn’ and ‘Print Scrn’ keys on your keyboard at the same time
  2. Then open ‘Paint’ or a Word Document
  3. Then Select ‘Ctrl’ ‘V’ simultaneously to paste the item.
  4. Save the page
  5. Attach it to your email

How do I capture my “Demoxi Log” and “Server Log” off my computer?

  1. Go to your C:\ drive
  2. Click on “Documents and Settings”
  3. Select your personal named folder
  4. Click on “Application Data” (Note, if you can’t see this folder it is hidden and must to be unhidden. Go to ‘Tools”, “Folder Options”, “View” and check “Show hidden files and folders”. Click “OK” and then your “Application Data” folder should now be visible.)
  5. Click on “Demoxi”
  6. Click on “Identity”
  7. Open and Save “_demoxi.log”
  8. Open and Save “_server.log”

How do restart Demoxi?

  1. Go to the ‘Start’ menu
  2. Select ‘Programs’
  3. Click on ‘Demoxi’
  4. Select ‘Stop Service’ from the list
  5. The application will shut down.
  6. Restart the application using the same steps, however this time select ‘Start Service’ from the list.

General

What do I do if I can’t remember my Password?

We apologize, but there is no possible way to recover your existing ‘password’ if you have forgotten it. The Demoxi servers don’t collect or maintain any of your personal data including ‘password’ and therefore have no way of retrieving this information. This means the Password is on your machine, encrypted and unrecoverable.

What do I do if I can’t remember my Username?

Your ‘Username’ is retrievable from your hard drive, however as it stored deeply, we will assist you in retrieval. Contact Us and we will gladly assist you.

Demoxi Within Websites

What do I do if Demoxi doesn’t work on a particular websites using Internet Explorer and Firefox?

On some websites, Demoxi is not currently working using Firefox or Internet Explorer. Sometimes it works on one and not the other. Contact Us to let us know which sites.

What do I do if the Demoxi Wallet doesn’t open in a web page?

On some websites, the Demoxi Wallet may not open. Please Contact Us to let us know which site it was not working for you.

What do I do if the drag and drop feature in to a web form doesn’t work?

This can happen on websites that are heavy users of frames. On these websites you can either manually enter or copy and paste the field information into the form.

What do I do if I can’t find the Demoxi Button in my web page when using Internet Explorer or Firefox?

Sometimes this does not appear on default so (only once) you need to force it to appear. The steps also depend on which version of IE you have. Follow these steps to make it appear:

  • In Firefox it will located immediately to the left of the URL
  • In IE6 it will be located in the toolbar above the page. If you are unable to view the Demoxi Button go to ‘View’, ‘Toolbars’ and select ‘Demoxi’
  • In IE7 it will be located in the right of the toolbar above the page. Sometimes you are unable to view the Demoxi Button as only 6 are viewable at any one time. If you are unable to view the Demoxi Button go to ‘Tools’, ‘Toolbars’, ‘Customize’ and on the right of the window highlight the Demoxi Button and then select ‘Move Up’ until Demoxi is #1 on the list.

What do I do if Demoxi doesn’t work when I refresh the web page?

To resolve this issue you need to browse away to another page and then return to the webpage you originally selected. Demoxi will now work.

Error Resolution

During our Private Beta we have seen several errors that we are endeavoring to fix. If you see an error we would appreciate if you could “Contact Us” and send us some supporting information to help us resolve the issue. You will then need to restart Demoxi (Refer instructions above). Some of the most recently reported errors are listed below.

Error on Installation: What do I do if I see “Demoxi Set Up: There were errors on installation”

Internet Explorer Script Error: What do I do if I see “Internet Explorer Script Error: An error has occurred on the script on this page”

Perl Error Code 9: What do I do if I see “Perl exited with error code 9 attempting to run scripts …”

Unknown Error: What do I do if I see the following error? “Demoxi: Unknown error 0X800C00005”

Runtime Error: What do I do if I see “Microsoft Visual C++ Runtime Library, Runtime Error…”

Demoxi Error (1): What do I do if I see “Demoxi: Demoxi error (1) in call to widget_get_rect. Invalid window handle ….”

IE needs to close: What do I do if I see “Internet Explorer has encountered a problem and needs to close. We are sorry for the inconvenience”

Run Main Thread: What do I do if I see “Error in RunMain Thread: Waiting for server to start. This operation returned because the timeout period expired”

Noisy Machine: What do I do if my machine starts making a noise and run slow?

For some unknown reason, Demoxi occasionally starts to make the computers CPU over work. The user machine will suddenly whine loudly and run slower. First we must be sure that Demoxi is the culprit. To test follow these steps:

  1. Click, ‘Ctrl’, ‘Alt’ and ‘Del’ at the same time.
  2. This will open up your Task Manager Select the ‘Performance’ Tab. This should indicate that the CPU usage at close to 100%
  3. Now click on the ‘CPU’ Tab
  4. If Demoxi is consistently at the top of the list and CPU above 70% this is conclusive and you can close out this screen.
  5. Then restart Demoxi using the instructions above.

Other

What do I do if I use Demoxi when my PPTP VPN is active?

This is a known VPN/Internet issue not a Demoxi issue.

What do I do if I want to access Demoxi from a remote location using the same Demoxi ID?

Unfortunately, at this time, there is no ability to log in to Demoxi from a remote location using the same login. This feature will be coming shortly. You are, in the meantime, able to sign on as a separate user from another site.