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Knowledgebase : ePreserver > Troubleshooting
PROBLEM: You received a Location 52 error when trying to convert to or from Microsoft Outlook. CAUSE: You need to repair Microsoft Office. SOLUTION: * Go to your Windows menu * Open CONTROL PANEL (the old Control Panel, not the new Settings windo...
(Applies to: ePreserver) SYMPTOM: When you try to convert your AOL Filing Cabinet, you get the error "AOL is currently using the screen name xxx" where xxx is your screen name. CAUSE: The AOL data file is already in use because AOL is running. SOLUT...
(Applies to: ePreserver) SYMPTOM: ePreserver ran successfully, but many attachments are missing. This problem only happens when converting local PFC files. Attachments from email saved on AOL work fine. CAUSE: ePreserver fully supports converting atta...
(Applies to: ePreserver, Address Magic) PROBLEM: When you attempt to convert to or from Gmail, your username/password does not work. You get an email that starts out, "We recently blocked a sign-in attempt to your Google Account..." CAUSE: Gmail tryin...
(Applies to: Address Magic Personal, ePreserver) PROBLEM: Outlook either doesn't show as a source or destination or is grayed out. SOLUTION: There are four common causes for this problem. (The solutions below are provided as a service to our custome...
(Applies to: ePreserver) PROBLEM: You receive this error: [CLOSED] IMAP connection broken (server response) SOLUTION: Please upgrade to the latest build: http://www.connectedsw.com/Downloads/ePreserverSetup.exe [http://www.connectedsw.com/Downloads/...
ePreserver tries very hard to determine the proper date and time for each imported messages, but there may be problems in some situations. Common situations include: * You are importing a PFC file from a country with a different date representation, e...
(Applies to: Address Magic and ePreserver) To determine if you are running the 64-bit version of Outlook 2010/2013, do this: * Open Outlook * Click the File tab in the top left * Click Help * Look to the right, under "About Microsoft Outlook"....
(Applies to: ePreserver, Address Magic) SYMPTOM: You've converted your email to EML and opened the __Index.html__ page, but you can't open the EML file. CAUSE: Browser support for EML files is poor to non-existent. SOLUTION: Use Firefox to open __In...
(Apples to: Address Magic Personal, ePreserver) PROBLEM: You are running Outlook 2013 and it is grayed out, so you can't select it. CAUSE: You are running the "Click to Run" version of Microsoft Outlook 2013. SOLUTION: Please upgrade to Build 426 ...
(Applies to: Address Magic Personal, ePreserver) SYMPTOM: When you start the conversion, you receive "Error: "Microsoft Outlook is not installed or needs Repair in Control Panel"". CAUSE: You are running Outlook 2013 "Click-to-Run". SOLUTION: Plea...
(Applies to: ePreserver) SYMPTOM: When you try to install ePreserver, you get the error "ePreserverSetup.exe is not a valid Win32 Application". SOLUTION: Either your download was corrupt or your antivirus software terminated the download. Try ...
(Applies to: ePreserver, Address Magic) PROBLEM: When converting contacts to Microsoft Outlook, you receive the following error: Outlook could not be started. The error reported was: "Library not registered." SOLUTIONS: There are four commo...
(Applies to: ePreserver) SYMPTOM: Under "Which screen name do you want to copy from?", either your screen name does not appear or the list is empty. CAUSE: There are several possible causes: 1. YOU READ YOUR EMAIL IN YOUR WEB BROWSER, NOT WITH AOL 9 O...
SYMPTOM: When trying to convert your address book to Microsoft Outlook, you receive the error "Invalid function." ePreserver may hang. CAUSE: Your address book is damaged. We have seen this caused by software that syncs your PDA. WORKAROUND: Clic...
SYMPTOM: You are converting your AOL address book and ePreserver gives an error like, "The response from the server was not understood when reading AOL form step 6." CAUSE: Problem communicating with the AOL web server. SOLUTION: To work around t...
(Applies to: ePreserver and ePreserver Recovery) PROBLEM: You used ePreserver to convert your address book, but the distribution lists were not converted. CAUSE: You read your email on the web instead of with AOL 9.x. SOLUTION: Install AOL 9.5...
(Applies to: Address Magic Personal PLUS, Address Magic Enterprise PLUS, ePreserver) PROBLEM: You are trying to use Outlook's archive function to archive messages that were imported by one of our products. CAUSE: This problem is caused by the des...
(Applies to Address Magic Personal and ePreserver.) SYMPTOM: You typed in your name and registration code, but when you clicked Next to activate the software you received an error. CAUSE: The most common cause is that the firewall is blocking ePrese...
Under rare circumstances, your system can crash with a BSOD (Blue Screen of Death) when ePreserver starts. This is cause by problems in Windows when ePreserver puts Windows into Backup Mode in order to access your PFC file. The problem is usually cause...
PROBLEM: ePreserver is transferring messages from my AOL Inbox, but my Inbox on www.aol.com [1] is empty. CAUSE: Your Inbox is the combination of the AOL "New Mail" and the "Old Mail" folder. Therefore, your Inbox is only empty if both of these fold...
(Applies to Address Magic Personal and all variants of ePreserver running on Windows Vista or Windows 7.)Problem: You try to run the installer but receive the error, "The system administrator has set policies to prevent this installation."Soluti...
Sympton: You have numerous favorites in AOL, but no favorites appear in Internet Explorer after running ePreserver.Cause: Many favorites that show in AOL don't work in Internet Explorer. ePreserver does not transfer these favorites. You may not have any f...
Symptom: You receive the error message "The date in the certificate is invalid or has expired." There is also additional information, such as "Point 109 error code: 12037 http status 200".Cause: The date on your computer is wrong.Solut...
Problem: After converting messages to Gmail with ePreserver or Address Magic, you look in the Sent Mail folder and everything shows as "To: me".Cause: Gmail does not recognize the "From" address of your old email messages.Solution:Go t...
ePreserver and Address Magic Personal must contact Connected Software's licensing server in order to activate the software. If you don't have an Internet connection, or your firewall prevents registration from working, you can manually register the softwa...
Symptom: When you try to convert your AOL Filing Cabinet, you get the error "Unable to initialize locked file handler."Cause: Windows configuration problem.Solution: If you have more than one screen name, go into AOL 9, sign off the screen name ...
Symptom: You receive an Error 12029 after you enter your registration code.Cause: You are running a software firewall and ePreserver is blocked from accessing the Internet.Solution: Add ePreserver to the "allowed" list for your firewall with the...
Problem: When copying email messages from an IMAP server under Windows 2000, you receive the following error:failed during copying process , Incomplete SecBuffer exceeds buffer sizeCause: Bug in Windows.Solution: There are three possible solutions:1. If y...
Symptom: You've run ePreserver more than once, but ePreserver would not convert email messages after the first time. Cause: If a message already exists in the destination folder, it will not be converted. Solution: If you want to force all messages to be ...
Problem: You sign in to AOL 9, but the address book won't sync, even if you wait more than 30 minutes. Cause: If you look in the AOL System Information, you'll see ABSyncError, maybe -1 or 202.Solution: The exact solution is not known. The one system wher...
Symptom: When converting from CompuServe or AOL, you get the error "Certificate failure for imap.cs.com: self signed certificate or untrusted authority."Problem: Windows doesn't ship with the necessary security certificates.Solution: Go to Windo...
(Applies to ePreserver)Symptom: You are converting your messages to Gmail, but when you enter your username and password, ePreserver immediately asks again for the same information. After a few tries, you receive the error, "Too many login failures.&...
(Applies to: ePreserver and Address Magic) PROBLEM: You convert messages to Gmail, then receive the error "[CLOSED] IMAP connection broken (server response)" CAUSE #1: Google limits how much email you can transfer in a day. This can happen if you...
(Applies to: ePreserver and Address Magic) PROBLEM: Outlook doesn't automatically fill in name and email addresses when you start typing their names. CAUSE: Outlook only does autocomplete for names you've typed in before, not necessarily names in...
(Applies to: ePreserver) SYMPTOM: You want to convert your favorites from AOL, but the option in ePreserver to convert favorites is grayed out and cannot be checked. CAUSE: Either you are converting from www.aol.com [1] or your are converting fro...
(Applies to: ePreserver) PROBLEM: You run ePreserver to convert contacts from www.aol.com [http://www.aol.com] and you get the error, "Failed to import existing address book." CAUSE: The AOL carddav server is crashing. SOLUTION: Please follow the st...
(Applies to: ePreserver, Address Magic) SYMPTOM: You are converting email to Gmail and you get the error, "Can not authenticate to IMAP server: [ALERT] Please log in via your web browser: https://support.google.com/mail/accounts/answer/78754 [https://su...