Appendix A

Troubleshooting: Installing

Table A-1 Problems with installation

Problem

Possible cause/steps to take

 

 

During installation, you see

The access key that you entered during

the error message:

installation did not exactly match the access

“You have entered an access

key provided by iAnywhere.

key that is invalid. Please

In either case, do the following:

check that you have entered

1. Check your information.

your access key correctly.”

2. Enter your access key exactly as you

 

 

received it, using the same case and

 

including dashes.

 

If you encounter the error message again,

 

see “Technical support” (page 22) for

 

instructions on how to get assistance.

 

 

During installation, you see

If you have forgotten to close Lotus Notes,

the Close Down Lotus Notes

you will see the Close Down Lotus Notes

dialog box. You click Yes but

dialog box instead of the Welcome panel.

the installer does nothing.

To move past this dialog box, do the follow-

 

ing:

 

1. Close Lotus Notes. (In Lotus Notes, click

 

FileExit Notes).

 

2. Return to the installer and click Yes in

 

the dialog box.

 

The installer will not close down Lotus

 

Notes for you.

 

 

During installation on Win-

There is a DLL conflict between the js32.dll

dows XP or Windows 2003,

file that Lotus Notes has installed and a ver-

you see the error message:

sion of js32.dll installed by another applica-

“Error loading Lotus Notes

tion in the C:\WINDOWS\system32 directory.

library.”

Contact your company’s tech support ser-

 

vice and ask them to:

 

1. Determine the application(s) that are

 

using the js32.dll file from the

 

C:\WINDOWS\system32 directory.

 

2. Move a copy of the

 

C:\WINDOWS\system32 \js32.dll file to the

 

startup directory of each application

 

that is using it.

 

3. Delete the C:\WINDOWS\system32 \js32.dll

 

file.

 

Note: If, after this DLL conflict has been

 

resolved, some other application is installed

 

and places another js32.dll file in the

 

C:\WINDOWS\system32 directory, this issue

 

will reappear. See entry under “Other prob-

 

lems with syncing” (page 186).

 

 

180 / iAnywhere Solutions, Inc.

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Sybase Desktop manual Troubleshooting Installing, Table A-1 Problems with installation
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