CQCS v5

MAINTENANCE MANUAL
 CQCS v5

MAINTENANCE MANUAL

89002552-A

CAREFULLY READ THIS MANUAL BEFORE OPERATING YOUR INSTRUMENT.

INFORMATION CONTAINED INTHIS DOCUMENT IS THE PROPERTY OF JOUAN ;
IT MAY NOT BE DUPLICATED OR DISTRIBUTED WITHOUT THE OWNER’S AUTHORIZATION.
REVISION STATUS

INDEX DATE AMENDED PAGES NOTES

A 24/06/2003 Creation
WARRANTY

Subject to the due observance of any installation, operating or maintenance instructions, we warrant that we will at our
option replace, or repair free of charge, or credit the purchaser with the full invoice price of any goods or parts of goods
of our own manufacture proved to be defective owing to faulty workmanship or materials, provided that we are notified
in writing of the alleged defect within 12 months of the date of dispatch of the goods and the goods are returned to us
promptly on discovery of the alleged defect with details of the manner and circumstances in which they are alleged to
have become defective.
Replaced goods become our property.
Goods not manufactured by us are only guaranteed to the guarantee given to us by the actual manufacturers.
Our obligations in respect of defective goods set out above are exclusive and expressly in lieu of all other terms,
warranties and conditions, expressed or implied (including without prejudice to the generality of the foregoing)
warranties and conditions or merchantability and fitness for a particular purpose all of which terms warranties and
conditions are hereby expressly excluded.
It is a condition of sale that the purchaser agrees to keep us indemnified at all times in respect of all actions proceedings,
claims and demands whatsoever which may be made by any third party against us for any loss or damage howsoever
arising (including with prejudice to the generality of the foregoing loss or damage arising out of the negligence of our
employees or agents) which may be caused by goods sold to the purchaser, and all costs and expenses incurred by us in
connection therewith.
All liability for loss of profit, consequential loss, or any other loss whatsoever suffered by the purchaser howsoever
arising (including without prejudice to the generality of the foregoing loss arising out of our negligence of our servants
or agents) is hereby expressly excluded.
In the event that purchaser makes any claims for such or any loss or damage against any of our employees or agents, it
shall pay to us the amount (if any) recovered from such employee or agent and an amount equal to the legal costs (on a
full indemnity basis) incurred by such employee or agent in defending or compromising the purchaser's claim).

AFTER SALES DEPARTMENT :

USA/ CANADA : JOUAN Inc, JOUAN Global Center, 170 Marcel Drive, WINCHESTER, VIRGINIA
Tel. (540) 869 8623 - Fax. (540) 869 8626 - e-mail : [email protected]

U.K. : JOUAN Ltd, Merlin Way, Quarry Hill Road, ILKESTON, DERBYS, DE7 4RA
Tel. (0115) 944 7000 - Fax. (0115) 944 7080 - e-mail : [email protected]

FRANCE : JOUAN S.A, 10, rue Duguay Trouin, 44807 SAINT HERBLAIN Cedex
Tel. 02 28 03 20 00 - Fax. 02 28 03 20 01 - e-mail : [email protected]

CHINA : JOUAN SUZHOU Office, Room 404-405 SISI, 233 Binhe Road, Souzhou P.C. 215011
Tel. (512) 82 41 458 – Fax. (512) 82 47 646 – e-mail : [email protected]

GERMANY : JOUAN GmbH, Kapellenstrasse 22, 82008 UNTERHACHING

Tel. (089) 611 4038 - Fax. (089) 611 3087 - e-mail : [email protected]

ITALY : A.L.C. International Srl, Via Carlo Porta 3, 20093 COLOGNO MONZESE (MI)
Tel. (02) 253 90889 - Fax. (02) 2538922 - e-mail : [email protected]

NETHERLANDS : JOUAN NEDERLAND B.V., Frans Halslaan 23d, 1231 BB Loosdrecht

Tel. 0356 47 232 1 – Fax. 0356 47 24 91 – e-mail : [email protected]

RUSSIA : CGSEN JOUAN Office 50-52, 5/14 Timiryazevskaya Str. Office 50-52, 125422 MOSCOW
Tél (095) 211 4856 - Fax : (095) 232 34 05 - e-mail : [email protected]

UKRAINE : JOUAN Kiev, Leontovitch Str. 9, KIEV 30, 04030 UKRAINE

Fax/Tel (044) 224 42 53 - e-mail : [email protected]

OTHER COUNTRIES : JOUAN S.A, Service Assistance Technique

10, rue Duguay Trouin, 44807 SAINT HERBLAIN Cedex
Tél. +33 (0) 2 28 03 20 20 - Fax. +33 (0) 2 28 03 20 03 - e-mail : [email protected]

Website : www.jouan.com
CONTENTS

1. INTRODUCTION........................................................................................................................ 6
1.1. Purpose ................................................................................................................................... 6
1.2. Presentation ............................................................................................................................ 6
1.3. Specifications ........................................................................................................................... 6
1.4. Installation precautions ........................................................................................................... 6
1.5. Unpacking instructions ............................................................................................................ 6
1.6. Setting instructions .................................................................................................................. 6
2. THEORY OF OPERATION........................................................................................................ 7
2.1. Functional presentation........................................................................................................... 7
2.2. Description of the PC tree structure used by CQCS................................................................ 7
3. DIAGNOSTICS AND REPAIRS .............................................................................................. 10
3.1. Introduction.......................................................................................................................... 10
3.2. Equipment external to the centrifuge .................................................................................... 10
3.3. Equipment internal to the centrifuge..................................................................................... 10
3.4. CQCS software ...................................................................................................................... 14
3.5. Remote controle .................................................................................................................... 15
4. REMPLACEMENT PROCEDURES........................................................................................ 16
5. CHECKS, ADJUSTMENTS, CALIBRATION......................................................................... 17
6. SPARE PARTS .......................................................................................................................... 18
6.1. Equipment for centrifuges..................................................................................................... 18
6.2. Equipment for the PC ........................................................................................................... 18
6.3. Equipment for barcode readers for PC ................................................................................. 18
6.4. Equipment for barcode readers for centrifuges ..................................................................... 18
7. APPENDIX A : RAS SERVICE INSTALLATION GUIDE.................................................... 19
7.1. General information about the RAS services......................................................................... 19
7.2. RAS service installation guide under Windows NT ............................................................... 19
7.3. RAS service installation guide under Windows 98................................................................. 26
7.4. RAS service installation guide under Windows 95................................................................. 34
8. APPENDIX B : GUIDE FOR LAPLINK USE ........................................................................ 42
8.1. Customer connection............................................................................................................. 42
8.2. Useful commands .................................................................................................................. 45
8.3. Laplink host configuration (slave) ......................................................................................... 45
APPENDIX C : PROBLEMS OF SOFTWARE OPERATION ..................................................... 58
1. INTRODUCTION

1.1. PURPOSE

This manual contains maintenance instructions for the KR25i centrifuge and is intended for use by a qualified
maintenance or service technician.

It is organised to provide maintenance personnel with basic data on the theory of operation to assist in
troubleshooting. Moreover, it outlines parts replacement and calibration procedures for putting the
centrifuges back into service.

Should a specific maintenance problem arise which is not covered in this manual, please ask the authorised
service organisation in your area for assistance, or contact our after sales department.
This document includes :
• The" Servicing table " for CQCS equipment inside the centrifuge (communication board and internal wiring)
Note : This document does not include the " servicing table " for CQCS equipment outside the
centrifuge (RS232/RS485 converter, barcode reader and internal wiring) (cross-refer to the user’s manual).
• The software maintenance consists of :
§ A description of the tree structure used by CQCS on the PC.
§ An appendix supplying for information on the PC configuration for Internet access.

Note : the customer is in charge of configuring the PC (customer’s computing system manager). The
PC fitted with CQCS is supposed then to be configured, particularly concerning Remote Access Service for
the Internet (RAS). The installation procedures of the RAS for various Windows systems are provided in the
appendices for information only.

1.2. PRESENTATION

Refer to the CQCS User’s Manual that includes a detailed description of CQCS.

1.3. SPECIFICATIONS

Refer to the CQCS User’s Manual for any functional specification on CQCS.

1.4. INSTALLATION PRECAUTIONS

Irrelevant.

1.5. UNPACKING INSTRUCTIONS

Irrelevant.

1.6. SETTING INSTRUCTIONS

To install equipment internal to the centrifuge, refer to the fitting instructions for CQCS kits ref. 250540.
To install the RS232/RS485 converter, the barcode readers and to connect the centrifuges, refer to the CQCS
User’s Manual.
To install the CQCS software, refer to the CQCS User’s Manual.
2. THEORY OF OPERATION

2.1. FUNCTIONAL PRESENTATION

Refer to the CQCS User’s Manual.

2.2. DESCRIPTION OF THE PC TREE STRUCTURE USED BY CQCS

Description of the tree structure after a first run of CQCS.EXE file (root directory C:\program files\cqcs by
default).

2.2.1. ROOT DIRECTORY

This directory contains mainly CQCS executables, DLL and image files (.bmp).
 It also contains the following particular files :
FIRST.CFG : The absence of this empty file indicates that CQCS is run for the first time. It is created
when the CQCS software is run for the first time.
CQCSINST.LOG : Tracking file of the installation batch run.
If the batch file is not run during installation, this file contains the following text : "Install NOK".
If the batch file fails.
This file should contain information on the batch failure.
If the batch runs properly, this file contains a text similar to the following :
Run of the CQCS v5 installation batch
Root directory : E:\
Destination directory : C:\PROGRA~1\CQCS
Install in progress...
Run of E:\deltree /y C:\PROGRA~1\CQCS\first.cfg
OK.

2.2.2. .\BDD DIRECTORY

This directory contains the database under the Windev proprietary format.

2.2.3. .\CONFIG DIRECTORY

This directory contains the CQCS bootstrap files. It contains the following files only :

cqcs.ini : CQCS configuration file. Data protected by CRC code.

Assocs.cfg : Bags / liner association file.
TrCour.txt : CQCS trail file.
E-mailLog.txt : CQCS trail file for e-mail only.
2.2.4. .\DATA DIRECTORY

This directory contains .DAT files (text mode, protected by CRC) representing the data on temperature and
speed according to time.

Composition of the files name :

XXDMYYCC.DAT with :
− XX : number of runs (Reset to zero when changing the date).
− D: day (from 1 to 9 then from A to V)
− M: month
− YY : year
− CC : N° of the centrifuge

2.2.5. .\IMAGES DIRECTORY

This directory contains the images files representing the graph resulting from the DATA directory data.
This directory can be deleted.

2.2.6. .\BACKUPXXX DIRECTORY

When CQCS is run for the first time (after installing or reinstalling CQCS), the user’s data (that is to say the
content of the BDD, CONFIG and DATA directories) are saved as readable archives by CQCS in a
BACKUPxxx directory with xxx varying from 001 to 999.
Remark : the BACKUP001 directory is created when the CQCS software is run for the first time and will
consequently contain no user’s data. Moreover, this directory created during the first installation does not
allow a restitution to be carried out.

2.2.7. OTHER DIRECTORIES

The operator can configure the parameters of the other directories :

− Run backup directory : it archives the CQCS files. An archive comprises all of the files contained
in the configuration, data and database directories.
− Export directory : it contains the exported run text files compatible with Excel.
3. DIAGNOSTICS AND REPAIRS

3.1. INTRODUCTION

The CQCS User’s Manual contains a " servicing table " in its first pages. Refer to this table first, as the
indications given are not repeated in the present manual.

3.2. EQUIPMENT EXTERNAL TO THE CENTRIFUGE

Refer to the User’s Manual " servicing table ".

3.3. EQUIPMENT INTERNAL TO THE CENTRIFUGE

Systematically refer to the software compatibility document ref. 250538 to choose the replacement EPROM.

3.3.1. PROBLEMS DUE TO THE COMMUNICATION BOARD

PROBLEM POSSIBLE CAUSE REMEDY

The centrifuge detects a failure of

communication with the supervision
PC, and emits a periodical beep Wrong EPROM version of the
Change the EPROM.
sound. The failure message communication board.
reappears every 2 min even after the
user’s response.
Check the speed and
No communication with the PC : communication format (SW3 et
The red LED " serial link failure " Wrong configuration of the serial SW2) adjustments on the
of the communication board is lit or link. communication board. (cf. Fitting
blinking instructions for centrifuge CQCS
kits).
Wrong EPROM version of the
Change the EPROM
communication board

No communication with the PC : Faulty board Change the board.

The communication board red LED

Replace the board by the actual
" internal failure " is lit or blinking.
model ref. 85280850 (fitted with a,
Board fitted with a watchdog
LT1232), installed on the printed
74HC123 (U4) circuit.
circuit N° 85230869 index D or
more recent.
No communication with the PC :
One of the communication board One of the supply stage is faulty Change the communication board.
green LEDs is off

No supply wire Check the wire connection.

No communication with the PC :
The two communication board Faulty supply wire Change the wire
green LEDs are off
The fuse or the transformer is (are) Changer the fuse and/or the
faulty communication board.
 PROBLEM POSSIBLE CAUSE REMEDY

Check communication with the first

centrifuge only by disconnecting the
network wire after the first
centrifuge. If the communication is
At least two centrifuges have the correct, then check the centrifuges
same network address network addresses. Choose unique
Communication failure with a network addresses and change the
centrifuge CQCS configuration accordingly
(menu Options->Configuration then
"Network" button).
Check the connection
Faulty connection of the internal
communication wires (cf. Fitting
communication wire to the
instructions of the centrifuge CQCS
centrifuge.
kits)

3.3.2. PROBLEMS TO READ BARECODES

PROBLEM POSSIBLE CAUSE REMEDY

If the barcode reader and the

Impossible to read the liners or corresponding connection are not Replace the communication board
barcode samples faulty, the communication board EPROM
EPROM version is probably wrong
Incompatible version of the
Impossible to read the liner
centrifuge and/or the Replace the EPROM concerned.
barcodes with 5 digits
communication board EPROM

3.3.3. CENTRIFUGE PROBLEMS

PROBLEM POSSIBLE CAUSE REMEDY

The communication board EPROM
Replace the EPROM.
version is wrong
The centrifuge is blocked on the The flat cable connecting the
operator code capture, with a beep communication board to the
Connect or replace the flat cable.
sound centrifuge board is disconnected or
damaged
The communication board is faulty. Replace the communication board.

In CQCS a diagnostic screen is available that gives information on the state of a centrifuge. To reach this
window, choose the technician level, select the centrifuge on the main screen of supervision, press the
"Detail" button then the "Diagnostic" one.
The indications on the software versions allows the EPROM type and the version index (1->A, 2->B, etc..) to
be known.

DIAGNOSTIC SCEEN FOR KR25i AND KR4i CENTRIFUGE

The parameters visualised for the KR4i and the KR25i are identical.
Cooling unit control : active at level 1 and inactive at level 0
Lid coil control : control by pulses active at level 1.
Slippage : difference between the set-point value and the speed measurement.

Over-voltage coefficient : voltage coefficient. Maximum value 255. Coefficient representing the voltage
according to the speed.

Number of cycles : equivalent to the SERVICE menu data. This value is always updated at the end of a cycle.
DIAGNOSTIC SCREEN FOR KR4.22 CENTRIFUGE
 Cooling unit control : active at level 0 (group active if value equals 0)
Lid coil control : active at level 0
Brake control : brake relay control. active at level 0
Motor excitation : separated excitation of the motor. active at level 0
Braking thyristor control : if one of the thyristors is active this value equals 1
Internal current set-point vaule : motor current set-point (maximum value: 3584)
Number of runs : Equivalent to the total number of runs displayed on the screen.

3.4. CQCS SOFTWARE

CQCS fitted with a secured access with a password determining various operating levels. The various levels
are selected in the CQCS "Options -> Access level" menu. The passwords are the following :

ACCESS LEVEL PASSWORD

Operator No password

Technician Pass

SERVICING jouansav

3.4.1. SOFTWARE PROBLEMS

The appendix C lists all the software problems corresponding to an error of operation.

PROBLEM POSSIBLE CAUSE REMEDY

The time of centrifuge scanning is Several centrifuges are identified but do

Incomplete graphs or no graph.
too long not answer (centrifuges off or not present)
If the centrifuge is on sample direct
capture mode (without associations),
Beginning of the graph lacking. None.
the time to get the samples is long
=> the beginning of the graph is lost.

3.4.2. PROBLEMS DUE TO E-MAILS

PROBLEM POSSIBLE CAUSE REMEDY

Message : " the dynamic links The Windows remote access services The customer’s computer technician will
library RASAPI32.DLL cannot be are not installed on the PC have to install the Windows remote
found on the specified path " access services (possibly uninstall and
( displayed at CQCS run) install the RAS services again : cf.
corresponding paragraph in this
document).
Or select in the e-mail server
configuration "E-mail Use " : " No "

Message " Blockage when The possible causes are listed in the Check the listed points.
connecting to the server: e-mails operator message.
transmission impossible…. "
The cause : " CQCS software In this specific state, the CQCS
incorrect leaving" can occur if the stop/restart does not allow correct
CQCS software is stopped at a functioning to recommence.
particular moment of the remote
Stop Windows completely, then restart
access connection ; it remains in a
Windows (opening a new is not enough).
state of partial connection.
Blockage of the operator interface A particular stage of the SMTP Wait for the end of the waiting time.
With a message in the top of the connection stops the operator Reduce the maximum waiting time if
screen " e-mail Connection in interface. needed (cf. e-mail server configuration)
process (SMTP) "
 PROBLEM POSSIBLE CAUSE REMEDY

Blockage when leaving CQCS with Blockage due to a current e-mail Wait for the end of the transmission
a fixed window display : transmission If the blockage remains for more than 5
" Please wait for the end of the minutes, stop CQCS using the Windows
current processes (e-mail, printing, " Task Manager".
backup) "

3.5. REMOTE CONTROLE

Refer to the appendix B for LapLink use.

PROBLEM POSSIBLE CAUSE REMEDY

Ask the customer to run LapLink Host

Laplink not run on the client PC. (cf. CQCS User’s Manual : § remote
control).
Customer’s modem not connected to the Ask the customer to connect his modem
phone line. to a phone line.

Ask the customer if the phone line allows

The customer’s telephone line access is outside calls to be received. Check by
Client PC remote control restricted. asking the customer to connect a phone
impossible to achieve. and by calling him on this line.
Ask the customer to use the Windows
dialler to make a test (cf. CQCS User’s
Manual : § phone line and modem test).
Customer’s modem improperly
configured. If dialling does not succeed, ask for the
intervention of the customer’s computer
technician to configure the modem and to
check it works properly.
Replace the modem. LapLink is
incompatible with some modems, notably
some WinModems.
The following modems have been
The LapLink connection is validated:
correct but the remote control - External modem: US-Robotics 56k
of the PC stops when opening Modem incompatible with LapLink. Message Modem
the LapLink 2000 Master
"remote control" window. - Internal modem: Modem PCI Conexant
HCF V.90 56K Fax Data
Incompatible Modems:
- Internal modem: USRobotics 56K V90
Voice Internal PCI
Impossible to obtain the Pressing CTRL + ALT + DEL is
Windows list of tasks on the impossible under Windows 95 and Refer to the appendix B, paragraph 8.2.
client PC. Windows 98.
4. REMPLACEMENT PROCEDURES

To replace the equipment inside the centrifuge : refer to the Fitting Instructions for CQCS kits ref. 250540.

To replace the RS232/RS485 converter, barcode readers or centrifuge connections, refer to the CQCS User’s
Manual.
To reinstall CQCS software, refer to the CQCS User’s Manual.
5. CHECKS, ADJUSTMENTS, CALIBRATION

The technician must carry out several tests in order to valid the CQCS software good functioning (refer to the
CQCS User’s Manual § checks at end of installation).
6. SPARE PARTS

6.1. EQUIPMENT FOR CENTRIFUGES

Reference Description
85280850 Communication board

11178441 230V KR4i EPROM retrofit kit for V5.0 CQCS

11178442 208V KR4i EPROM retrofit kit for V5.0 CQCS

11178444 KR4.22 EPROM retrofit kit for V5.0 CQCS

6.2. EQUIPMENT FOR THE PC

Reference Description
86003967 1.8 m cable RS232 wire from PC to DB9M/DB25M converter

86003968 10 m cable RS485 wire for first centrifuge DB25M/DB9M

89002594 RS232/RS485 BLACK BOX converter

6.3. EQUIPMENT FOR BARCODE READERS FOR PC

Reference Description
85241960 Set of 50 CQCS stickers for liners

RS232 cable for GRYPHON barcode reader for PC or for OM-GRYPHON

86003964
radiofrequency system basis
86003965 Electrical supply for GRYPHON barcode reader

89002591 D100 cable GRYPHON barcode reader

89002593 OM-GRYPHON radiofrequency base for GRYPHON M100 reader

86004017 Electrical supply for OM-GRYPHON radiofrequency system base.

89002592 GRYPHON M100 radiofrequency barcode reader

6.4. EQUIPMENT FOR BARCODE READERS FOR CENTRIFUGES

Reference Description
86003963 RS232 cable for GRYPHON barcode reader for centrifuge

89002591 D100 cable GRYPHON barcode reader

7. APPENDIX A : RAS SERVICE INSTALLATION GUIDE

7.1. GENERAL INFORMATION ABOUT THE RAS SERVICES

The customer is responsible for the PC configuration (customer’s computer manager). The PC on
which the CQCS software will be installed should be properly configured, particularly concerning the remote
access services for the Internet (usually called RAS services). The installation procedures of the RAS
services presented in this paragraph are given for information only.
The setting up values given in this paragraph is only an example ; these setting up values must be adjusted
according to the indications supplied by the Internet access provider.
As a consequence, this setting up values must be carried out following the configuration procedure (or the
automatic software configuration) supplied by the Internet access provider.

7.2. RAS SERVICE INSTALLATION GUIDE UNDER WINDOWS NT

7.2.1. REMOTE ACCESS INSTALLATION

In case of problem with the remote access services, it is recommended to uninstall them then install them
again.
Caution :
− You need the Windows installation CD-ROM to install the remote access services again.
− After installing the remote access services, install the Windows " Pack service "

UNINSTALL THE REMOTE ACCESS SERVICES

Open the " Control Panel " then " Network ".
Select the " Services " tab, select " Remote access services " then click on " Delete " and confirm.
Click then on the " OK " button of the screen here above and restart Windows (as indicated).
Note : Windows restart is compulsory before being able to restart the remote access services.

INSTALL THE REMOTE ACCESS SERVICES

Note : Reinstall the remote access services from the Windows CD-ROM in order to ensure a correct
installation.
Open the " Control panel " then " Network ".
Select the " Services " tab, then click on " Add…" .

Select " Remote Access Service ", insert the WindowsNT installation CD-ROM, and click on " OK " :
Check the name of the displayed directory : E:\i386\ (Note : " E " corresponds to the CD-ROM player).
The following screen appears after the installation is completed, select OK.

The following screen appears :

Click on Network… and select TCP/IP only :

Valid and click on "continue ":

Wait for the end of the installation, close the " Network " window, and restart the computer.

REMOTE ACCESS CONFIGURATION

Open the " Control Panel " then " Internet Properties "
Select the " Connections " tab, then click on " Add "

In the " Basis " tab, enter a " entry name " and the Internet access provider " phone number " (suppress the
tick " use the telephony properties "), select your modem (cf. example hereunder).
Note : Modem previously installed according to the provider procedure (" Control Panel ", " Modems ",
" Add ", …).

Configure the " server " tab as indicated here above (network protocols : only keep TCP/IP ) :
If the provider provides primary and/or secondary DNS server addresses, change the "TCP/IP parameters ".
If not, leave the options by default :

Keep the other tab default configuration: Script : " none ", Security : " accept any authentication ", X25 :
" none " :
Click on " OK ". the following windows appears, enter the " User’s name ", and the " Password ", leave the
other configuration by default.
Note : The Internet provider gives the " User’s name " and the " Password ". The " User’s name " may also
be called " Connection user’s name " or " Connection login " or also " Connection code " depending on the
Internet provider.

Note : leave the " Properties " configuration by default :

Click on " OK ".

 Return to the " Internet Properties " screen (accessible via the Start menu->Parametres), select the
" Connections " tab and click on " by default ".

7.2.2. REMOTE ACCESS TEST WITH THE WINDOWS ACCESSORY

Select " Programs ", " Accessories ", " Remote access ". Select the " Entering the phone book " configured
earlier and click on " Dial ".

The connection starts. A window " Authenticated " appears, showing that the connection is completed.
In case of failure, check the remote access and the Windows configuration (particularly the remote access
services installation) and contact the computer manager.
 Note : Some messages indicate the remote access provider’s computer (in particular, the default due to the
remote computer surcharge. Example : " Error 718 : Postponed, waiting for a valid answer from the remote
equivalent PPP ").
Once the connection is completed, it is interesting to check the e-mail server availability (SMTP server) by
pinging the SMTP server address : Open command interpreter (Start->programs->Commands prompt and run
the " ping " command followed by the SMTP server address (example for AOL : " ping smtp.AOL.com ").

At the end of the test, suppress the connection : click (right button) on the following icon (in the " task bar "
at the bottom of the Windows screen) :

Then select " Hang up " and the server name.

7.3. RAS SERVICE INSTALLATION GUIDE UNDER WINDOWS 98

Open the Control panel :

Run the Internet properties:

Select the " Connections " tab then click on the " Setup " button :
Follow then the indications of the installation wizard as indicated hereunder :
Fill in the advanced properties if the provider gives IP addresses for the DNS services :
Check the connection by running the remote access manager :
Once the tests are conclusive, come back to the Internet properties configuration screen and select this
connection as connection by default by clicking the "Always dial my default connection" button then clicking
on OK.
7.4. RAS SERVICE INSTALLATION GUIDE UNDER WINDOWS 95

Installing remote access services requires three steps : Installation of the TCP/IP network protocol then of the
remote access services and finally configuration of a new remote access.
Remark : The following indications depend on the Windows 95 version. Some of the screen copies can be
different then.

7.4.1. TCP/IP BATTERY INSTALLATION

Open the Control Panel and run the Network Manager :

Add the TCP/IP protocol:

Click on TCP/IP Properties and configure according to the following screens :
 Restart the PC after validating the network configuration.

7.4.2. RAS SERVICES INSTALLATION

In the control panel, select " Programs Addition/Suppression ".

Select the " Windows Installation " tab and add the communication module remote access services :
 Follow the installation procedure and restart the PC.

7.4.3. INSTALL A NEW REMOTE NETWORK ACCESS

Open the " My Computer " (visible on the Win95 desktop), click on " Remote network access " then on "
Add a new connection ".
Follow then the indications given by Windows (entering a name, a phone number).
Run then the connection utility (Start->Programs->Accessories->Remote network access) and enter the
connection login and password). Once connected, a modem appears on the right hand side of the Windows
task bar.
Remark : If the country code appears before the provider phone number, open the properties of the new
remote network access by clicking on the connection icon with the button of the mouse (" My Computer " ->
" remote network access ") and suppress the tick off of the " Use the country and the zone codes " option :
8. APPENDIX B : GUIDE FOR LAPLINK USE

LapLink is a PC remote control software via the phone line network for example.
To function properly, LapLink "host" version must be run on the slave PC (the one remotely controlled). This
version is installed by default when installing CQCS (cf. CQCS User’s Manual).
On the master PC (the one that controls), run LapLink "2000" version. The configuration follows in this
chapter.

8.1. CUSTOMER CONNECTION

To take control of a remote customer’s PC :

− Check with the customer that the modem of the remote PC is on and that it is properly connected
to the PC and to the phone line. Note the phone number of the remote PC.
− Ask the customer to test the dialling with the Windows dialler (Start menu ->Accessories->
Dialler).Do not forget the code needed to access an outside line if there is one.

− As soon as it rings click on " Hang up ". If it does not ring, ask the customer to have the
connections and the PC configuration checked by their computer servicing department.

- Ask the customer to run LapLink Host (Start->Programs->LapLink Host->LapLink Host).

- Run LapLink 2000 (Start ->Programs->LapLink 2000->LapLink 2000).
- Under LapLink 2000, start a connection by modem (Connection menu ->by modem…):
If it does not yet exist, add the customer to the address book : click on " Address Book…" then on " Add ".

Enter the information concerning the description, phone number, services and security information.
Concerning the identification code and the password, please refer to the " LapLink Host Configuration "
chapter :
Note : To ensure a more reliable connection, the information be sent on security to send (last two
areas) must be entered. Caution : these areas are automatically erased in case of failing connection
test.
- Click on then select the customer in the list of remote PCs and click on " Dial " :

- The connection should succeed. The remote control and/or files transfer can be carried out from
now on.
8.2. USEFUL COMMANDS

This paragraph details a few useful commands during a remote maintenance operation.

− How to obtain the tasks list under Windows 98 and Windows 95 ?

As it is impossible to send the CTRL + ALT + DEL sequence to the remote PC, the solution
consists of running the " Taskman " command in the Start menu->Run.
− How to obtain the task list under Windows NT ?
Two solutions : Right click in the task bar then task manager of the remote PC or "Session->Send
CTRL ALT DEL to the host" menu of LapLink 2000.

8.3. LAPLINK HOST CONFIGURATION (SLAVE)

Remark : The LapLink Host configuration is carried out automatically when installing LapLink during the
CQCS installation step. The customer simply has to modify it. This chapter is for information only.

Memo : Password to protect the configuration : Admin (password by default)

Login and password to remotely take control of the customer’s PC :

Login : remote
Password : rempass
Options -> Remote Control Menu

The printing redirection options, text and vocal chat are disactivated during LapLink host installation. The
corresponding windows are not presented in this document.
Options -> Connect options Menu
Options -> Program options Menu
Options -> Internet directory options Menu

Options -> Security Menu

Click on " Log-in list " :

Click on " Edit " :

Back to the " Security " menu:

Memo : local password by default : Admin

Options -> Computer name Menu

By default, it is the name of the PC under Windows.

Options -> Port setup Menu

Click on " Configure " :

Click on " Properties "

Note : Reduce the speed if any connection problem.
 Options -> Logging Menu

8.3.1. LAPLINK 2000 (MASTER)

INSTALLATION PROCEDURE

This paragraph describes the installation procedure for LapLink 2000.

After inserting the installation CD, choose the language and select the installation of LapLink 2000, select a
compact installation in the chosen directory.
Click on " Next " until reading the message hereunder :

Select " No ". Caution : it is not the choice by default.

Do not install the " LinkToNet " function :

Do not register at LapLink now :

Reboot the PC by clicking on " End " :
APPENDIX C : PROBLEMS OF SOFTWARE OPERATION

This appendix describes the problems encountered with the software for which there is no solution.

To allow an efficient follow-up of the software, let the Service department know about the frequency of these
problems.

FUNCTION DESCRIPTION OF THE PROBLEM

CONFIGURATION E-mails configuration screen:

If the addressee 3 is selected, pressing the " Cancel " button will cause the scrolling
menu to display in the main configuration screen.

PRINTING If when printing the message asking for confirmation of software closing is displayed,
then it is possible to access to the windows in the background
RESTORATION The restoration from a restoration directory which does not contains all the files
needed by CQCS can prevent the software from restarting correctly.