Technical Troubleshooting

1. Free Trial (Pro and Lite Versions Only)

1. What is the free trial?
2. What do I do when my free trial expires?
3. How do I buy a Registration Key for a product?

2. Downloading, Installation & Running

1. Downloading Software
2. Installing and Running the Windows Wizard Version.
3. Installing and Running the Linux, Mac and General Java Version.
4. Upgrading to a new version.

3. Java

1. Why do I need Java and what is the Java Runtime Environment (JRE)?
2. Where can I download a free Java Runtime Environment?
3. What is an executable JAR file and how do I run a Java program?
4. How can I tell if I have Java installed on my computer?

4. Troubleshooting

1. An error screen is displayed when I run the software
2. The software does not start and there is no error report
3. I'm having problems deleting installed files
4. Uninstall does not remove all the files from my computer
5. The Windows Wizard fails to install a new version
6. How do I report a bug?
7. How do I request a product enhancement?
8. I can't find what I am looking for

5. Latest Errors and Reported Problems

A full list of problems reported to date, along with the recommended action required to solve the problem, can be found on the List of Errors and Reported Problems page.

0. Overview

0.1 Getting Started Questions

If you are looking for help, the following summary will redirect you to answers to the most frequently asked questions:

• Downloading Software explains how to download the products from this web site.
• Installing and Running the Windows Wizard Version explains how to install and run the Windows Wizard version of the software on a Windows computer (including Vista, XP, 2000, ME, NT, and 98).
• Installing and Running the Linux, Mac and General Java Version explains how to install and run the software manually from the Zip file.
• Why do I need Java and what is the Java Runtime Environment (JRE)? explains all the issues relating to Java, what it is, why you need it and how to download and install it.
• An error screen is displayed when I run the software will guide you through the steps to deal with an error screen displaying an Unexpected Error or Java Configuration Error message.
• The software does not start and there is no error report will take you through the steps to work out why the software won't run on your computer.
• If you have read through the topics on this page and can't find an answer to your question, then please contact our support team who are here to help answer your questions.

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1. Free Trial (Pro and Lite Versions Only)

1.1 What is the free trial?

The free trial allows you to download the software, install it, and use all the features of the software for a limited number of days. It is designed to let you test out the product.

Each time you run the free trial you will be reminded of how many days you have remaining, and you will be provided with the option to buy a Registration Key to unlock the software.

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1.2 What do I do when my free trial expires?

When your free trial expires you have two options:

1. If you wish to keep using the software then you have to purchase your own Registration Key to unlock it.
2. If you do not wish to continue using the software then you simply uninstall it.

1.3 How do I buy a Registration Key for a product?

Ordering your own Registration Key involves three simple steps:

1. Click here to visit our Online Store.
2. Confirm the product you wish to purchase and click on the Buy Now button.
3. Enter your payment method and details.

You will receive instant online and email delivery of your Registration Key when your purchase is confirmed.

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2. Downloading, Installation & Running

2.1 Downloading Software

Click on the download button for the product you require and follow the instructions provided. If the download does not automatically start in 5 seconds, then please click on the download link displayed on the page to start the download manually.

When the download starts, most web browsers will ask you what you want to do with the file. The normal options are to "Run (or Open) the software" or "Save to Disk". We recommend you Save the file to your computer.

NOTE: If you are using Microsoft Internet Explorer, you will most likely see the message "To help protect you security, Internet Explorer blocked this site from downloading files to your computer. Click here for options..." Click on the message and select "Download File...". When prompted what to do, select the "Save" option.

Once the file has completed downloading to your hard disk, you can install the software (see the next help topic for more information).

If the above instructions don't help you and you cannot download the software, then please contact us. Let us know the operating system and version number you are using (Eg. Windows XP Service Pack 2, Linux, Mac OS X 10.4.1, etc), the web browser you are using, and the error message you are receiving.

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2.2 Installing and Running the Windows Wizard Version

To install a product using the windows wizard, simply download and run the exe-file. The installation wizard will then guide you through the setup process.

If you want to upgrade from an older version of the software, download the newest version and install it. All user preferences will automatically be maintained between the old and new version. If you have made any changes to the sample workbook that you wish to keep, it is recommended that you rename it or move it to another directory before installing the new version.

Java Enabled Computer

Most of our products come bundled with a Java Runtime Environment (JRE). However if you select a product that doesn't, then you will need Java version 1.4 (or later) installed on your computer in order to run it. Please refer to the help topic Why do I need Java and what is the Java Runtime Environment (JRE)? for more information.

Running the Software

On completion of the installation you can run the software from the Windows start menu.

Running from the Command Line

NOTE: Normally you wouldn't run from the command line unless you are having problems with the software and you are trying to help us identify an error or issue. If you need to run the software from the command line, you can find a shortcut file in the subdirectory " \help\troubleshooting\ " under the installation directory. For Example, the default location for the Home Loan Interest Manager Pro shortcut is "C:\Program Files \HomeLoanInterestManagerPro \help \troubleshooting \Run-From-Command-Line-HLnnMPro.exe".

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2.3 Installing and Running the Linux, Mac and General Java Version.

To install a product manually, download the ZIP archive file and extract the file to a directory in which you wish to keep the installed product.

For information on how to run the executable Jar file, please refer to the help topic What is an executable JAR file and how do I run a Java program?

If you already have a version of the software installed, we recommend that you uninstall/delete it first before installing the new version. All user preferences will automatically be maintained between the old and new version.

If you have made any changes to the sample workbook that you wish to keep, it is recommended that you rename it or move it to another directory before installing the new version.

Java Enabled Computer

You need Java version 1.4 (or later) installed on your computer in order to run the Home Money Manager products. Please refer to the help topic Why do I need Java and what is the Java Runtime Environment (JRE)? for more information.

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2.4 Upgrading to a new version.

If you have already installed a Home Money Manager product and you want to check if there is a newer version available, from within the software click on the "Check Website for Updates" option in the Help menu.

This will automatically check our website and tell you if there is a newer version available for download. If there is then click on the "Visit Website Now" button to be taken to the download page, and follow the instructions.

If the version of the software you are using does not have a "Visit Website Now" button, then visit the Download Software page. Select the full version of the product you wish to install and follow the instructions provided.

The Windows download is designed to automatically replace older versions of the software you have installed, therefore you should not uninstall the older version first. It will cause no harm if you run the installation wizard multiple times. With the Linux and Mac zip file versions however, it is recommended that you delete the existing installation directory before unzipping the new version.

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3. Java

3.1 Why do I need Java and what is the Java Runtime Environment (JRE)?

The software products you download from Home Money Manager are written in Java, which means you need to have Java installed on your machine to be able to use them. This is similar to downloading a PDF document and needing a PDF reader (eg Adobe Reader) installed on your machine before you can open and view it, or downloading a Word document and needing Microsoft Word or Open Office installed before you can open it.

Most of our products come with all the required Java runtime files, or the operating system you are using should already have them installed, so in general you shouldn't need to install Java for them to work. However if you need to install it, then the Java Runtime Environment is free, simple to install, and you only need to download and run it once for your machine to be Java enabled. Please see the help topic Where can I download a free Java Runtime Environment? for more information.

If you want to find out if you already have Java installed on your computer, please read the help topic How can I tell if I have Java installed on my computer?

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3.2 Where can I download a free Java Runtime Environment?

Sun Microsystems Inc provides a free Java Run Time environment for Windows, Solaris, Linux and Mac. It is easy to install, and the software and instructions are available from the Java Software Manual Download section of their site.

For example, to install Java on a Windows XP, we would recommend you click on the above link, then select to download the "Windows (Offline Installation)". Save the file to your computer and when it has finished downloading run the installation wizard. Select the "Typical" installation and let the wizard go through it's steps. When it has finished your machine will be Java enabled and you will be able to run Java programs.

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3.3 What is an executable JAR file and how do I run a Java program?

An executable JAR file is a file that contains all the Java code for a Java program, that can then be run on a Java enabled machine. The following table lists the JAR filename for each of the each of the Home Money Manager products:

Product Name	JAR Filename
Home Credit Card Manager	HomeCCdManager.jar
Home Credit Card Manager Lite	HomeCCdManagerLite.jar
Home Loan Interest Manager Lite	HomeLnnManagerLite.jar
Home Loan Interest Manager Pro	HomeLnnManagerPro.jar

Running a Java Program

NOTE: If you have used the windows wizard version to install the product, then please refer to the help topic Installing and Running a Product using the Windows Wizard for instructions on how to run the software from the command line (via the special shortcut).

If you have installed the software manually, there are two ways to run an executable JAR file; (a) from within the GUI platform, and (b) from the command line.

3.3.1 METHOD 1 - Running a Java Program on a GUI platform

On most platforms you can launch an executable JAR file by using a platform-specific mechanism. For example, on Microsoft Windows and Mac OS X you can double-click on the JAR file. Under Linux if double-clicking doesn’t launch the application, select the file and choose the "Open with" option and type in "java –jar".




3.3.2 METHOD 2 - Running a Java Program from the Command Line

To run an executable JAR file from the command-line, change to the directory where the JAR file is located and type in the command "java -jar [filename.jar]" (where [filename.jar] is one of the entries listed in the table above)

Windows Instructions

To run a product on Windows using the command line you need to:

1. Click on the Start button
2. Click on the Run... option
3. Type in cmd and press enter
4. When the command window opens you need to navigate to the folder that you installed the software into. For example, by default HomeLoanInterestManagerPro is installed into "C:\Program Files\HomeLoanInterestManagerPro", so you would type in the command cd C:\Program Files\HomeLoanInterestManagerPro and press enter
5. To run the software you type in the "java -jar [filename.jar]" command (see the table above for the values of [filename.jar]). For example to run HomeLoanInterestManagerPro you would type in the command java -jar HomeLnnManagerPro.jar and press enter.
6. The software should now start and the "loading screen" should appear.

   NOTE: If you see the following message, then you are not in the correct directory, or you have typed in the JAR filename incorrectly.

   C:\Documents and Settings>java -jar HomeLnnManagerPro.jar Unable to access jarfile HomeLnnManagerPro.jar

   NOTE: If the software does not start, or the "loading screen" flashes up then disappears, then please refer to the help topic The software does not start and there is no error report for more information.

7. When you have finished running the software, type exit and press enter to close the command window, or click on the close window icon.



Mac Instructions

To run a product on Mac using the command line you need to:

1. Open Terminal (Applications > Utilities > Terminal)
2. When the terminal window opens, you need to navigate to the folder that you installed the software into. For example, if you have unzipped HomeLoanInterestManagerPro to the Desktop then would type in the command cd Desktop/HomeLoanInterestManagerPro and press enter
3. To run the software you type in the "java -jar [filename.jar]" command (see the table above for the values of [filename.jar]). For example to run HomeLoanInterestManagerPro you would type in the command java -jar HomeLnnManagerPro.jar and press enter.
4. The software should now start and the "loading screen" should appear.

   NOTE: If you see the following message, then you are not in the correct directory, or you have typed in the JAR filename incorrectly.

   ~/Desktop>java -jar HomeLnnManagerPro.jar Unable to access jarfile HomeLnnManagerPro.jar

   NOTE: If the software does not start, or the "loading screen" flashes up then disappears, then please refer to the help topic The software does not start and there is no error report for more information.

5. When you have finished running the software, type logout and press enter to close the Terminal window, or click on the close window icon.



Linux Instructions

To run a product on Linux using the command line you need to:

1. Open a Terminal/Console Window
2. When the window opens, you need to navigate to the folder that you installed the software into and that contains the executable JAR file.
3. To run the software you type in the "java -jar [filename.jar]" command (see the table above for the values of [filename.jar]). For example to run HomeLoanInterestManagerPro you would type in the command java -jar HomeLnnManagerPro.jar and press enter.
4. The software should now start and the "loading screen" should appear.

   NOTE: If you see the following message, then you are not in the correct directory, or you have typed in the JAR filename incorrectly.

   java -jar HomeLnnManagerPro.jar Unable to access jarfile HomeLnnManagerPro.jar

   NOTE: If the software does not start, or the "loading screen" flashes up then disappears, then please refer to the help topic The software does not start and there is no error report for more information.

5. When you have finished running the software, close the Terminal/Console window.

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3.4 How can I tell if I have Java installed on my computer?

To run the software you download from Home Money Manager you need to have Java 1.4 or greater installed on your computer. If you are unsure whether you already have Java installed on your computer, or you want to know what version you have installed, there are several ways to test this.

3.4.1 METHOD 1 - Checking your Java version from the Command Line

From the command line on your computer you can type in the command "java –version" and you will receive confirmation of the version number you have installed with a message similar to:

java version "1.5.0_06" Java(TM) 2 Runtime Environment, Standard Edition (build 1.5.0_06-b05) Java HotSpot(TM) Client VM (build 1.5.0_06-b05, mixed mode, sharing)

If you type in the above command and your computer does not recognize it, then you need to download and install Java (please refer to the help topic Where can I download a free Java Runtime Environment?)

Windows Instructions

To check the version of Java you have installed on Windows using the command line you need to:

1. Click on the Start button
2. Click on the Run... option
3. Type in cmd and press enter
4. When the command window opens, type java -version and press enter.
5. A message similar to the one above should be displayed showing you the Java version you have installed. If you don’t have Java installed you will presented with the following message:

   'java' is not recognized as an internal or external command, operable program or batch file.

   To install java please refer to the help topic Where can I download a free Java Runtime Environment?

6. When you have finished, type exit and press enter to close the command window, or click on the close window icon.



Mac Instructions

To check the version of Java you have installed on Mac using the command line you need to:

1. Open Terminal (Applications > Utilities > Terminal)
2. When the terminal window opens, type java -version and press enter.
3. A message similar to the one above should be displayed showing you the Java version you have installed. If you don’t have Java installed you will presented with the following message:

   java: command not found

   To install java please refer to the help topic Where can I download a free Java Runtime Environment?

4. When you have finished, type logout and press enter to close the Terminal window, or click on the close window icon.



Linux Instructions

To check the version of Java you have installed on Linux using the command line you need to:

1. Open a Terminal/Console Window
2. When the window opens, type java -version and press enter.
3. A message similar to the one above should be displayed showing you the Java version you have installed. If you don’t have Java installed you will presented with the following message:

   java: command not found

   To install java please refer to the help topic Where can I download a free Java Runtime Environment?

4. When you have finished, close the Terminal/Console window.

 

3.4.2 METHOD 2 - Checking your Java version using the Sun website

The Sun website can perform a FREE test which will instantly tell you the version of Java you have installed on your machine.

NOTE: This is actually testing the version of Java being used in your web browser, therefore if you have Java switched off in your browser (for security reasons) this test may not detect the version of Java you have installed. You can temporarily enable Java and repeat the test, or use the command line method detailed above.

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4. Troubleshooting

4.1 An error screen is displayed when I run the software

NOTE: If you have downloaded and installed the software on a Windows platform, and you see the message "Before you can run this software you need to install Java on this computer" or "Windows cannot open this file...", please read the help topic Why do I need Java and what is the Java Runtime Environment (JRE)? for more information.

All Home Money Manager products have built in error handling capabilities, and in the unlikely event that an error happens while you are running the software, you will be presented with an error screen detailing the problem. This type of error can happen when the software encounters a bug in the version of Java you have installed, a configuration issue with your computer, or a bug in our software.

If you think there is a problem with the software, however you don't see an error screen then please refer to the help topic The software does not start and there is no error report

If you find an error in the version of the software you are using then:

• Check if you are using the latest version of our software. Please check Home Loan Interest Manager Release Notes or Home Credit Card Manager Release Notes for the latest versions available. If there is a newer version available then download and install it and try again.
• If you are using the latest version of our software, then check the List of Errors to see if the error has been reported. If it has, then follow the recommended action.
• If you are running the latest version of our software and the error has not been reported, then please copy the details from the error screen and then either send it to us via an email, or contact us and paste it into the web form provided. We treat errors with the highest of priorities and you will hear back from us shortly after you submit your error report.

List of Errors

A full list of all errors reported to date along with the recommended action required to solve the problem, can be found on the List of Errors.

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4.2 The software does not start and there is no error report

It is possible that some errors cause the software to stop without allowing it to report the error. If you have any of the following errors, then please work through the Steps below to identify the problem.

Errors

1. When the software starts you see the message "Before you can run this software you need to install Java on this computer" or "Windows cannot open this file...".
2. When the software starts nothing happens at all.
3. When the software starts, the loading window is displayed, then it vanishes and nothing else happens.

NOTE: If you run the software and it comes up with a screen displaying the words "Unexpected Error" or "Java Configuration Error" then please refer to the help topic An error screen is displayed when I run the software for more information.

Step 1 - Check your Java version

If you run the software and you see the message "Before you can run this software you need to install Java on this computer" or "Windows cannot open this file..." or nothing happens at all, then the first thing to check is that you have Java 1.4 or greater installed on your machine. Refer to help topic How can I tell if I have Java installed on my computer? for more information.

If you have Java installed it is possible that your Java installation is not complete, or it could be corrupted, so if you are not sure, then the safest thing to do is download and install the latest version of Java, then try to run our software again. Refer to help topic Where can I download a free Java Runtime Environment? for more information.

Step 2 - Check you have the latest version of our software

WARNING: If you originally ran this software under Windows from the start menu then the program may still be running in the background and this could lead to a file lock. This will prevent you from uninstalling the software and prevent you from installing a newer version. Please refer to the help topic Problems deleting installed files - "Cannot delete [file]: It is being used by another person or program" for details on how to identify and fix this problem.

If you are confident that you have a working version of Java installed on your machine (you installed it recently, or you have been running other Java programs), then please check that you have the latest version of our software installed on your computer. Refer to Home Loan Interest Manager Release Notes or Home Credit Card Manager Release Notes for the latest versions available. If there is a newer version available then please download and install it and try again.

Step 3 - Recreate the Problem

If you have a valid version of Java installed and you have the latest version of our software installed, then there is a good chance there is an incompatibility between our software, the Java version you have installed and your computer configuration.

The best way to find the cause of the problem is to:

1. Run the software from the command line (see help topic Running a Java Program from the Command Line for instructions).
2. When the software runs you may see between 10 to 100+ lines of text appear. Here is a sample error output:

   C:\Program Files\HomeLoanInterestManagerPro>java -jar HomeLnnManagerPro.jar INTERRUPTED while loading ImageException in thread "AWT-EventQueue-0" java.lang.NullPointerException at javax.swing.text.html.CSS$FontSize.getValue(Unknown Source) at javax.swing.text.html.CSS$FontSize.getValue(Unknown Source) at javax.swing.text.html.CSS$FontSize.toStyleConstants(Unknown Source) at javax.swing.text.html.StyleSheet$ViewAttributeSet.getAttribute(Unknown Source) ... NOTE: The error messages continue, however we have limited the size of the listing due to space constraints on this page. If you are emailing us the error, then please include ALL the lines.

3. Check the List of Reported Problems to see if the error has been reported, and if it is listed then follow the recommended action.
4. If the error has not been reported, then please copy ALL of the contents of the error and either send it to us via an email, or contact us and paste it into the web form provided. We treat errors with the highest of priorities and you will hear back from us shortly after you submit your error report.

   NOTE: The command (DOS) window under Windows does not allow the normal copy (CTRL-C) shortcut. To copy text please follow these steps:

   • Right-click on the title bar of the command window
   • Click on Edit
   • Click on Select All (all the text in the window should now be highlighted)
   • Right-click on the title bar of the command window again
   • Click on Edit
   • Click on Copy

   You can then paste this is the normal way to an email or our web form.

List of Reported Problems

A full list of problems reported to date, along with the recommended action required to solve the problem, can be found on the List of Reported Problems.

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4.3 Problems deleting installed files - "Cannot delete [file]: It is being used by another person or program"

If you try to manually delete the installed files from one of our software products (eg the contents of C:\Program Files\HomeLoanInterestManagerPro) and you receive the following message then it indicates the files are locked by another process.

Error Deleting File or Folder Cannot Delete HomeLnnManagerPro.jar: It is being used by another person or program. Close any programs that might be using the file and try again.

The files will be locked because, (a) You are currently running the software, or (b) When you tried to run the software it crashed, and the crashed job is still running behind the scenes.

The solution

(a) If you are running the software then please exit from it, and the lock will be removed. You can then delete the files (or uninstall the software).

(b) If the job crashed, then the safest thing to do is reboot your computer. This will remove the Java process that crashed and is locking the files. The rogue job can be identified in the Windows Task Manager under the Processes tab (it will be listed as javaw). Rebooting your machine will end this process. Microsoft recommend against selecting the process and using the End Process button in the Task Manager to terminate a process.

NOTE: If you are trying to remove the software from your computer and you originally installed the software using the windows wizard, then we recommend you use the automated "Uninstall ..." option to remove the software (and that you don't remove the files manually).

NOTE: If you search the web for a solution to the Windows file locking problem, some sites state that files can be locked due to a virus, spyware, crack, warez, malware or malicious code in the software. Home Money Manager products do not contain any of these and the problem is usually related to one of the locking problems listed above. The files can be removed once the job locking them is terminated.

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4.4 Uninstall does not remove all the files from my computer - "Some elements could not be removed. These can be remove manually"

If you try to uninstall one of our Windows products and the Wizard displays the following message, then the most likely cause of the problem is a file lock.

Home Loan Interest Manager Pro Uninstall Home Loan Interest Manager Pro uninstall complete. Some Elements could not be removed. These can be removed manually.

Please refer to help topic Problems deleting installed files - "Cannot delete [file]: It is being used by another person or program" for more information.

After you have removed the lock, you can manually delete the remaining files in the software directory (Eg C:\Program Files\HomeLoanInterestManagerPro).

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4.5 The Windows Wizard fails to install a new version - "An error occurred while trying to replace the existing file: DeleteFile failed;"

If you try to install a new version of the software with the window wizard and the Wizard displays the following message, then the most likely cause of the problem is a file lock.

Error C:\Program Files\HomeLoanInterestManagerPro\HomeLnnManagerPro.jar An error occurred while trying to replace the existing file: DeleteFile failed; The process cannot access the file because it is being used by another process.

Please select Abort to cancel the installation, then refer to help topic Problems deleting installed files - "Cannot delete [file]: It is being used by another person or program" for more information.

After you have removed the lock please re-run the installation wizard.

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4.6 How do I report a bug?

Please send an email to the team at Home Money Manager with the product name, version and problem encountered.

Refer to the contact us section of the website for contact details.

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4.7 How do I request a new feature?

Please send an email to the team at Home Money Manager with the product name, version you are currently running and an outline of the new feature you would like to see.

We receive many requests and unfortunately we cannot include them all. However your feedback is appreciated, and the more people that request a feature, the more likely it is to be included.

Refer to the contact us section of the website for contact details.

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4.8 I can't find what I am looking for

If you can't find the information you are looking for then please contact us.

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