Client Support.

Fraame Solutions offers full client support and services, providing individual customer focused support including direct access to your systems for instant resolution.

Fraame Solutions is fully backed by a dedicated development team focused on the FileVision product.

You can contact Fraame Solutions by email or phone +64 3 377-3816.

FileVision User Guides available for downloading

FileVision Questions

Question:Why are date formats incorrect on newly installed Windows 7 PC?

Answer The problem is related to the install of Microsoft Windows 7 and occurs when the default locale is changed to something other than English (US) during the installation process. This seems more prevalent in OEM based installations.

This issue has been resolved in JADE 6.3.07 and 7.0.00 (ref: PAR 53066).
The work around is a one time operation for each user that logs onto the machine.

  1. From the Control Panel open the Region and Language applet.
  2. Change the locale format away from the installation default and click 'OK'.
  3. Change the locale format back to the desired locale formatting rules and click 'OK'.
  4. Close the Region and Language dialog.

As mentioned, this behaviour exists at a user account level, it is not global to the PC.

Question: Is the 5.5 Administrators and Reference Guide available?
Answer: Yes, The guide for 5.5 is the same as the 5.0 Administrators and Reference Guide, the difference between the versions is that FileVision can be run in a SQL 2008 environment, so the front end of FileVision has not changed.
Question: I am upgrading my Office to 2010, will FileVision and the Add-in work in this environment?
Answer: Yes, FileVision works with Office 2010, you will need to re-load the FV Add-ins, please contact the Fraame Office if you don't already have them.

Question: Will FileVision work in Server 2008 OS
Answer: Yes, FileVision is compatible with all versions of Server 2008.

Question: I am getting the following error when opening up a Word Document "Word cannot start the converter mswrd632.wpc"
Answer: This error is cause because of the security update for Windows XP, Windows 2000, and Windows Server 2003 released on December 8, 2009, Microsoft have released a fix for it on their website http://support.microsoft.com/kb/973904  you may need to ask your IT Support person to run this for you.

Question: What is a custom behavior?
Answer: In an effort to offer more flexibility and customisation for each individual organisation, FileVision developed custom behaviors. This advanced macro language allows the FileVision system to easily be configured for complex business rule automation while eliminating lengthy user processes.

·                                             Event driven automation
·                                             Scheduled, manual or polling trigger automation
·                                             Graphical designer user interface for easy configuration
·                                             User interaction mode
·                                             Design complex workflows
·                                             Data replication and synchronization
·                                             Automate custom imports and exports

To discuss custom behaviours that might assist your organisation in automation of business processes please contact your Application Specialist.

Question: What is FileVision Licence Support?
FileVision licence support means issues diagnosis, detour advice, status communication, and support services for the Product as specified below:
Answer:
Issue Priority A - No Detour is available and the product is inoperable in whole or in part and the client is materially impacted Fraame Solutions Limited will respond to the client within 4 hours of notification.

Issue Priority B - A detour is available or no detour is available but the client is not materially impacted Fraame Solutions Limited will respond to the client within 5 Business days of notification.

Issue Priority C - A detour is available, or no detour and a correction may be deferred to the next release of the Product.  Fraame Solutions Ltd will respond to the client within 20 business days of notification

In addition Fraame provides online and help desk support and assistance in implementing any new version of FileVision.

Question: What is FileVision Administration Support?
Answer: Fraame offers an additional administration support option in the form of a helpdesk for FileVision users.
 Fraame wholly supports and recommends to clients dedicated support and proactive planning/training hours allocated each month. Fraame has found this to be very successful with those clients that have opted to do this. If you would like more information on this service please contact the Fraame office.

Question: Update Releases (Revisions)
Answer:  Fraame Solutions Limited will distribute documentation relating to planned new product features, revisions and enhancements to the client from time to time. Where the client has entered into this support agreement with Fraame Solutions Limited for the product the  client will be entitled to receive update releases and revisions as follows:

  • Fraame Solutions Limited will provide from time to time, new releases of the Product which have been developed by Fraame Solutions Limited (or its suppliers) and include routine corrections of known errors or malfunctions (“Update releases”).

  • Update releases are licences to the client only for its use at the designated site under the terms of the software licence for the first delivered version of the Product

  •  Each Update release will consist of a set of programs and files updated to the current level, will include all available error corrections, and will be made available in the form of machine readable media.

  • Each updated release will be accompanied by a level of documentation adequate to inform the Client of any problems resolved, including any significant operational differences resulting from the release which are known by Fraame Solutions Limited

  • For each release Fraame Solutions Limited agrees that the release will be compatible with the then current unaltered release of system software applicable to the Product

Question: New Feature Suggestions
Answer: FileVision is fully supportive of new feature suggestions.  If you have any suggestions on how FileVision could be further enhanced please contact the Fraame office to discuss your ideas.

Question: I have recently upgraded my Windows Internet Explorer to IE7, and now FileVision does not directly link to Websites or Email.
Answer: It is possible that the PSAPI.dll was not updated at the time of upgrading IE7. Please check your PSAPI.dll version.  It should be version 5.2.3790.1830 or later.

Question: I am running Vista Operating System on my computer and need to install FileVision.
Answer: You will need to install the Vista compatible FileVision client. Please contact Fraame Solutions for further information.

Question: I have recently upgraded to Microsoft Office 2007 and now the FileVision macros don't appear to be working.
Answer:. You must create a digital certificate for your computer after importing the bas files. Please contact Fraame Solutions for further information.