FirstClass® Installation
Common problems and their solutions...
please look here before calling the ERC Help Desk*
Service Setup problems
A properly configured FirstClass login screen is shown below (server is set to edu.yorku.ca). If Server: is blank or reads other than shown you will not be able to log in... to fix it press the Setup button (further instructions follow, keep reading):
UPDATE: New information, 2008-2009. If the field reads edu.yorku.ca but it still doesn't work, try changing it to fc.edu.yorku.ca
Clicking the button labelled Setup, opens the Service Setup screen shown below. Enter edu.yorku.ca manually, and then click Save... your Service Setup screen should look like this:
 Troubleshooting:
"My screen looks like that but I still can't connect."
1) The "Connect via" information has been changed. Click the button labelled Configure and verify that your FirstClass Connection Protocol settings are as shown... the Protocol should be TCP/IP, you may optionally raise the Buffer size from 10000 to 32768 to improve performance in many cases, and if your ISP has told you to enter a proxy server address because of firewall issues do so beside Proxy IP address. There should be no reason to ever click the Advanced tab or edit anything there. Click Save to exit the screen.
 Error 1044 "No FirstClass Server by that name on the Network"
You will get this error if a) you are not connected to the Internet, b) you are at a location that is behind a firewall (businesses, government offices, schools and school boards usually have these in place), c) you have a home network router with security features enabled or d) you are running firewall software.
a) Check your Internet connection. If you can reach other web sites or use another email program but not FirstClass proceed to b-d below. *On rare occasions the Faculty server really might be off line and you will succeed in connecting later. **Regular maintenance is Friday, 05:00-07:00 during which window brief outages may occur without notice.
b) contact your local tech support and request they allow "FirstClass Client outgoing TCP access to the Internet over Port 510" (they will understand that sentence even if you don't.) If your tech support people give you the IP address of a "proxy server" continue reading to the final suggestion, and enter the number they provide in the proper field of the FirstClass Protocol configuration form.
c) Consult your router or software documentation and open port 510 to FirstClass Client.
Firewall problems
d) If you have Windows XP you may not even know you have a software firewall.
Instructions for configuring Windows XP firewall are <here>.
Instructions for Norton Internet Security are <here>.
For other products consult the product documentation and allow FirstClass Client (fcc32.exe) to access the Internet on port 510 via TCP.
After upgrading to the current version of FirstClass you receive "Some important files are missing. FirstClass may not be installed correctly. Missing file: TCP-IP.FCP"
To fix this, from the Login screen click Setup. In the Connect via: field choose Local Network.fcp and click Save:
 If you have tried everything above, are certain both you and the Faculty are on line but you still can't connect it's possible there is a Domain Name synchronization problem on the Internet... usually this condition corrects itself in 20 minutes or less, but in order to test if this is the cause you can open Setup as shown and enter 130.63.121.61 as the server, instead of edu.yorku.ca. We recommend this as a test only---it is not advised to leave this setting in "dot-number" format even if it works temporarily.
We have heard from some other FirstClass administrators that the following can correct a failure of the Installer.
----- Original Message -----
From: Shawn T. Pomfret Mon, May 01, 2006 15:56:08
Subject: Re: Client install problem
To: FirstClass Admins
this may not be relevant anymore but give this a try
Advice has been received from Open Text Corporation that there have been a few problems with installshield and the client install. If you have Windows XP it is necessary to clear the temp folder in the installshield program which is located in C/Program Files/Install Shield Installation Information
The layout.bin is an installshield file that unpacks to the installshield temp folder. Also delete the folder under C:/temp which houses install.info. This file has a long number/letter name and will contain a file called header_icon_wide.tmp which is the Centrinity star.
Shawn Pomfret
Server Engineer
Halton District School Board
To call our Help Desk
If you are unable to connect after verifying all the above screens please call 416-736-5259 or write to helpdesk
 edu.yorku.ca with full details about the computer you are using, the steps you took and the
error message(s) you receive.|| Back | Close this Window || | ||||||||||||||||||||
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Setup and Troubleshooting
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