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Frequently Asked Questions


Installing and Upgrading Citadon CW Windows Client

Will I be able to log into Citadon CW with my existing client without updating?

How does the Updater work?

If I am using a Preview version of Citadon CW, will I need to Un-Install my Preview client before installing the Final client?

How do I un-install Citadon CW

Where can I download the Citadon CW setup file?

How large is the Updater and how long will the download take?


General

What are the system requirements for using Citadon CW?

What are the requirements for UserIDs & Passwords?

When I attempt to view a document, the viewer does not load properly and/or the window remains gray.

How do I determine if I have Java software installed on my computer?


Windows Client Only

When I try to log into Citadon CW, I receive the following error after entering my UserID/Password: The system cannot find the file specified.

When I attempt to launch the application, I receive the following error 91 object variable or With block variable not set.

When I attempt to launch the application, I receive an error message stating that an OCX file is outdated or is corrupted.

How do I use the Import function when Creating/Inviting new users?

Why is the Send-To option for Citadon CW missing in my Office applications?


Web Access Only

Why am I not able to save all my Workspaces in my Workspace Quicklist?

The Workspaces tab from my navigation bar is missing, how do I get it back?


Will I be able to log into Citadon CW with my existing client without updating?
You will be prompted during login if there is a update to the client. If the update is mandatory, you will be required to update your client to successfully log into the system.

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How does the Updater work?
When you attempt to log in with an outdated Client version, the server will prompt you to install an update. If you accept, the Updater will automatically be downloaded to your computer. Once the download has completed, it will proceed to automatically save your existing data, remove the existing client, and install the new client. Once the update is completed, you will be prompted to restart your system. NOTE: You will need to restart your system for Citadon CW to operate properly.

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If I am using a Preview version of Citadon CW, will I need to Un-Install my Preview client before installing the Final client?
Yes. If you are currently using a Preview client, you will need to first un-install your Preview client, and then install the Final client. Instructions to remove Citadon CW are below.

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How do I un-install Citadon CW?

  1. Click on the "Start" menu on your system.
  2. Navigate to "Settings" then select "Control Panel".
  3. Double-click on the "Add/Remove Programs" icon.
  4. Select "Citadon CW" and click on the “Remove” button.
  5. When prompted to remove "Citadon CW", click "Yes".
  6. The Citadon CW setup wizard will initialize and take you through the remainder of uninstalling Citadon CW.

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Where can I download the Citadon CW setup file?
You can download the latest Citadon CW client by going to the Download Citadon CW section of the Support Site.

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How large is the Updater and how long will the download take?
The file is approximately 21MB in size. The download time will depend on your connection speed and network conditions. Below are some approximate times for different Internet connections.

  • 56K Modem ~ 49 Minutes
  • 128K ISDN ~ 22 Minutes
  • 640K DSL ~ 5 Minutes

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What are the system requirements for using Citadon CW?
You can access this information from the System Requirements page.

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What are the requirements for UserIDs & Passwords?
Here are the requirements for UserIDs & Passwords.

  • UserIDs need to be 6 or more characters
  • Passwords need to be 8 or more characters
  • Passwords require at least one alpha & one numeric character

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When I try to log into Citadon CW, I receive the following error after entering my UserID/Password: The system cannot find the file specified.
If you are receiving this error, it means that your browser is currently set to be working off-line. To re-enable your browser to be working online, open Internet Explorer, and uncheck Work Offline under the File menu.

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When I attempt to launch the application, I receive the following error 91 object variable or With block variable not set.
If you are receiving this error, it means that you still have an instance of CitadonCW.exe and/or CitSessionMgt.exe loaded in memory. This can occur if the application crashed or was closed unexpectedly and the system did not unload the process correctly. If you receive this error, you will need to open Task Manager, click on the Process tab, locate and select CitadonCW.exe/CitSessionMgt.exe and click on the End Process button.

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When I attempt to launch the application, I receive an error message stating that an OCX file is outdated or is corrupted.
If you are receiving this error, it means that the required OCX file is either corrupted or has been replaced by another application. To repair the problem, execute the Citadon CW Setup file again and select Repair. Once all the files have been replaced, launch Citadon CW again.

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When I attempt to view a document, the viewer does not load properly and/or the window remains gray.
To utilize the built in Viewer, a Java Virtual Machine must be installed on your machine. Click here more information on Java.

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How do I use the Import function when Creating/Inviting new users?
The Import function allows you to import a pre-populated spreadsheet. This allows you to enter all your users' information in a spreadsheet rather than through the application's Add User screen. You can find a few sample files in your Citadon CW Client Template Directory (Normally C:\Program Files\Citadon\CitadonCW\Templates). Note: Microsoft Excel needs to be installed on your system to utilize this feature.

  • Create Users-basic template.xls - Only required user data fields are listed
  • Create Users-extended template.xls - All user data fields are listed
  • Invite Users template.xls - All required user data fields are listed

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Why is the Send-To option for Citadon CW missing in my Office applications?
If you installed Citadon CW prior to installing Microsoft Office (only 2000 and XP are supported), the Send-To option for Citadon CW will not appear. To resolve this problem, locate the installation directory of Citadon CW (normally located at C:\Program Files\Citadon\CitadonCW) and double-click on the file InstallSendTo.bat. This will then add Citadon CW to your Send-To menu.

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How do I determine if I have Java software installed on my computer?
To check and see if Microsoft Java VM or Sun JVM is installed:

  1. Open Internet Explorer.

  2. Click on the Tools menu.

  3. Select Internet Options.

  4. Select the Advanced tab.

  5. Scroll down and check to see if you have Sun (Java) or Microsoft VM listed.

  6. If you see either one (or both), then you have Java installed on your machine.

For the online Document Viewer, Citadon CW (Windows Client) will attempt to use Microsoft JVM first. If you do not have Microsoft JVM installed, then it will attempt to use Sun (Java). If you need more information on how to enable Sun Java on your system, click here.

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Why am I not able to save all my Workspaces in my Workspace Quicklist?
The size of the Workspace Quicklist in Web Access is limited by the cookie size limits of Internet Explorer (4 kb). A typical range appears to allow a maximum of 15 to 25 workspaces in the quicklist.

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The Workspaces tab from my navigation bar is missing, how do I get it back?
Users of Windows XP who have recently installed Service Pack 2 may not be able to access their Workspace tab while logged into Citadon CW Web Access. To resolve this issue, follow the steps below.

  1. Open Internet Explorer
  2. Click on Tools > Internet Options
  3. Select the Security tab
  4. Select the Trusted Sites zone
  5. Click the Sites button
  6. Make sure Require server verification (https:) for all sites in this zone is unchecked
  7. In the field Add this Web site to the zone: type in *.citadon.co.uk, and click the Add button
  8. *.citadon.co.uk should now be added to the list of Web sites:
  9. Click OK to save your changes
  10. Click OK again to close the Internet Options dialog
  11. Close and restart Internet Explorer and try logging into Citadon CW again

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