Fix Update Problems

Fix CTI Navigator Update Problems

To fix CTI Navigator update problems, try the following steps as appropriate:

If this is a new installation that includes MLS data, verify that you successfully installed all the data from a recently made (in last 20 days) CTI Navigator installation disk. Data must be installed to be able to be updated. (Data can be installed manually by running data.exe on the disk.) If data is installed, there will be an Update button on the CTI Navigator log-in screen. New installation disks are available at your BOR. Data also can be installed by following the instructions in the related article below entitled "Install CTI Navigator".
Close CTI Navigator and update manually by going to Start > Programs > CTI Navigator > Update Manager > Update button. The "Status" should change progressively from updating Program Files to updating Data files to updating Photos. (Note: if data was not installed, the Update Manager will not run manually. However, the program should automatically update itself as needed. If you are running the program only and it fails to update itself when you login, go to step 3 below.)

¨ If the update stops and "Updating Photos" displays in the same window underneath Status, go on the Internet to www.ctimls.com/U/{YourMLScode}CRO.exe. Select Open or Run. (For details, see Fix Photo Install or Update errors.) The "CRO" program Clears the Read Only attribute of locked files if that is their only problem. After running the CRO, try again to update manually.

¨ If the update stops at a particular photo and does not continue or displays a message such as "unable to connect to server" or "file already exists" after running {YourMLScode}CRO.exe (described above), that file may be corrupted or damaged on your hard drive. In such a case, write down the MLS number, close CTI's Update Manager, browse to the photo file, and delete the suspect photo (see below).

You can either use the Windows Find/Search function to locate photo files (searching for {MLS#}*.jpg), or go directly to them using the Windows Explorer (right-click on Start > select Explore). Photos are stored at C:\Program Files\CTI Navigator\{YourMLScode}\Photos according to the last two digits of the listing number. The first subdirectory under Photos is the next to the last digit (the "tens" integer position) and the subdirectory under this is the last digit (the "ones" integer position). For example, the photos for MLS#12345 would be in C:\Program Files\CTI Navigator\{YourMLScode}\Photos\4\5 (in the "Photos" folder go to the 4 subfolder then to the 5 subfolder under the 4 folder). Every MLS# in the Photos\4\5 folder will end in 45 followed by an alphabetical letter such as a, b, c or d. The letter indicates the position of the photo in reports. The photo with the letter "a" after the number is the main photo that displays at the top of reports which show photos.

Delete the photos for the MLS# that is currently being updated that end with a .lck or .tmp extension instead of .jpg (or you can safely delete all versions of photos for the same MLS number regardless of extension). After deleting a photo, manually update to replace the missing photo(s) and confirm that the photo you deleted was the only bad file (i.e., the entire update process completes successfully). You can always verify if your listing database is updating by running the Activity Report set to zero days back. If there are any activities zero days back (which is always "today"), the listing database has been updated (although this does not guarantee that all photos updated successfully unless you monitored updating manually as previously described).

If opening CTI Navigator or running the Update Manager starts a program update that fails, there may be a security problem on this computer or the installation may be missing the Update folder into which updates need to download.

¨ New security programs or renewals/updates to security programs can sometimes tighten security so much that it blocks other programs from updating over the Internet. To address security issues, see step 5 below (or go directly to the configuration instructions in Related Articles appropriate for the security program installed on your computer).

¨ If the Update folder is missing, this may cause an "Unable to download update files - call tech support" error message. To check for your Update folder, right-click Start > select Explore > browse to C:\Program Files\CTI Navigator. One of the folders immediately underneath CTI Navigator should be "Update". If it is missing, highlight the CTI Navigator folder > at the top menu select File > New > Folder > type Update > press the Enter key. Verify the Update folder is underneath CTI Navigator (and not indented underneath any other folder).

Open the Windows Control Panel > {if you are using XP's "Category" view instead of Classic view, open Network & Internet Connections} > select Internet Options > select Privacy tab > Advanced button > check "Override automatic cookie handling" > check "Always allow session cookies" > click OK > Select "Sites" or "Edit" button also under the Privacy tab > below Address of web site enter ctimls.com > click Allow button > confirm Setting is "Always Allow" beside the Domain ctimls.com in the Managed web site section > click OK > close the Control Panel. (To completely configure security settings in Windows, follow the instructions in the Related article "Configure Security Settings in Windows".)

Temporarily disable any antivirus, firewall, privacy service, ad/popup blocker, Internet "accelerator" or remote proxy programs. To disable Google Web Accelerator see Related article "Stop Google Web Accelerator". To disable McAfee's Privacy service see related article "Disable McAfee's Redirector Services". If you are using a wireless Internet connection, temporarily disable any special compression or security settings that may be designed to extend the radio range of the wireless connection (or temporarily use a wired connection to the Internet). Then update manually (as described in step 2). If updates now complete, determine how to configure the program you disabled so it will allow CTI's Update Manager to run.

¨ If you are using the Windows Firewall, use the Add Programs button to add CTI Navigator.exe and Update Manager.exe to the Exceptions tab of the Windows Firewall. Detailed instructions are in the Related articles "Configure Security Settings in Windows XP and Vista."

¨ If you are using a security product from Symantec Corp. (such as Norton), follow the instructions in the Related article "Configure Norton Internet Security". The exact steps and screens can vary between different versions of the Norton program. Some versions include an "Internet Intrusion" component which also may need to be configured to always allow access to http://ctimls.com. For detailed instructions on configuring Norton's Security products, see the Help function inside your installed Norton program or Symantec's on-line help (at http://www.symantec.com/techsupp/).

¨ There is a special CTI Update Manager available for users of security products that continue to block updates even after being configured to "always allow" CTI Navigator to access the Internet. To use this special version of the Update Manager, close CTI Navigator > go to www.ctimls.com/u/UM.exe > select Run or open (see following note for Vista) > click Unzip this file. Note: in Windows Vista, instead of Run, select "Save" and save to the Desktop > right-click on the um.exe file that was saved to your desktop > click "Run as Administrator" > click Unzip.

¨ If you are using a security product from McAfee, follow the instructions in the Related Articles "Configure McAfee Firewall" and "Disable McAfee's Redirector Service".

Click on the CTI Navigator icon on your Windows desktop > click the Setup button on the Login screen > Under the Data Files tab: verify "This Computer" is selected, the path beside it is C:\Program Files\CTI Navigator\{YourMLScode}\ and that the Internet Server Address is {YourMLScode}.ctimls.com. If a tax database is included in your MLS, select the Tax Files tab: verify "This Computer" is selected, the path beside it is C:\Program Files\CTI Navigator\{YourMLScode}\Data\ and that the Internet Server Address is {YourMLScode}.ctimls.com. This information is automatically entered when the data is installed successfully. Local Area Network should NOT be selected unless your computer depends on some other local computer for programs and data. Sharing an Internet connection (such as through a DSL or cable modem) is not a Local Area Network installation.
Verify that your computer clock is set to the correct time, day, month, year and time zone (Eastern Time with daylight savings checked). Usually you can check by double-clicking on the clock in the lower right corner of the screen.
If the update still fails, it may be caused by one or more "terminate and stay resident" (TSR) programs from your Windows Startup group running in the background. These may be un-necessary miscellaneous, advertising or spyware programs that you may not know have been installed and activated, or they may be useful shortcut icons. To review or change programs that always startup every time you open Windows, follow the instructions in the related article "Disable Un-necessary Windows Startup Items ". Essentially these steps are:
Start > Run > Type MSconfig in the Open box > OK button > StartUp tab > {note which items are checked under Startup} > click "Disable All" > {if Systray or Explorer are under Startup Items, re-check them} > re-start Windows > check "Do not show this screen again" > OK > Manually Update. If this works, you can re-store the original Startup Items by Start > Run > Type msconfig in the Open box > OK button > Startup tab > click "Enable All" if all items were originally checked, or check the specific items to startup > {un-check ccapp.exe if it is listed} > click OK > re-boot Windows.
If you use a dial-up Internet connection (not "always on" DSL, cable, satellite or wideband), go to Start > Settings > Control Panel > Internet Options > Connections tab >
§       Verify your ISP shows in the Dial-up Settings box as the "default". (If you are using AOL, ensure this is a complete installation of AOL version 9.0 or greater - not just an upgrade from an earlier version.)

§       Verify "Always Dial my Default Connection" is selected if your computer should always connect to your dialup service. If you sometimes connect to DSL or other Internet service (such as at the office), select "Dial whenever a network connection is not present"

§       Click "Settings" button and ensure your ISP User Name and Password are entered

§       Click the "Properties" button and ensure the local phone number for your ISP is entered

§       Click the OK button at the bottom of all the screens to return to Internet Options.
Otherwise or if you need further assistance follow the instructions in the related articles to "Request Remote Assistance from CTI".

Note: Where instructions refer to {YourMLScode}, substitute CTI's 3-letter code for your local MLS. This code can be determined by opening the CTI Navigator login screen > click the Setup button > first 3 letters in the Internet Server Address box are the MLS code.

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