One of the most common problems we hear about on the support lines involves the ResultsPlus Primary Directory – the location on your network where all the ResultsPlus shared resources are located. If you have ever had a multi-user installation of ResultsPlus (not including ResultsPlus Online), it would not be uncommon for you to have had this occur at least once in recent memory. It happens when one little question gets skipped during installation, and suddenly a ResultsPlus workstation is pointed in the wrong direction and starts to behave strangely.
The question asked by the installation process is this: where exactly is the ResultsPlus Primary Directory? If you answer correctly, everyone is happy. If you don’t, the Primary Directory gets set to a location on the hard drive of the machine you’re installing and you suddenly don’t have access to some important things you need.
Here are the most obvious symptoms that your workstation may have an incorrect Primary Directory setting:
- You are not able to access the Help content on the How To tab
- You are not able to run reports
- You are on a different version of ResultsPlus than your co-workers are
- Your ResultsPlus Primary Directory does not match that of your co-workers
So how do you figure out what your Primary Directory setting is? Open the File tab and click on ‘Program Settings.’ Next, choose ‘Resources’’ from the list on the left and then click the ‘About’ button. You’ll find the Primary Directory location shown right at the top of the list. Most commonly you’ll see a mapped drive letter or another network location. If you don’t, check the same setting on a co-worker’s computer to see if it suggests a problem.
You’ll find that our support team can be very helpful in resolving this issue. They can help point you to the instructions to reinstall your workstation, or they can provide access to a small utility to help you re-point your workstation to the correct Primary Directory. Either way, let them know you need help by calling 1-800-222-4096, or by sending an email to email@example.com.
The good news is that, even though your actual workstation may not be pointing in the right direction, your database is a completely separate element is not likely involved in this scenario. This is more of a minor annoyance than a major problem and not likely to set you back to any degree. Once you get your workstation pointing in the same direction as everyone else, you’ll be back in business and running smoothly.