Skip to content

Troubleshooting#

PDF Problems#

Error

[Error#13]
Font character set not supported: Tahoma

This error can occur for users using non-English character sets (e.g. Korean character sets).

To fix this problem go into Settings and Turn "Use Unicode Printing" on or off.

Custom Files Not Found#

INSUL expects to find 5 xml files containing the user's customised materials, floor coverings, absorber etc. By default these are stored at

C:\Users\username\AppData\Roaming\Marshall Day Acoustics\Insul80\materials

If INSUL does not find these at start up it will give a message

Custom Materials file not found. See Help file.

Possible causes for this fault are:

  • INSUL has been installed under a different username and the current user does not have these files installed in their user directories. Solution is to install under each potential users name.

  • Files have been moved. Check the folder exists and these 5 files are in it:

    • User absorption.xml
    • User flooring.xml
    • User Glazing.xml
    • User Materials.xml
    • User Profile.xml

    Note

    You can change the location that INSUL expects these files to be in in the Settings Window.

  • For some reason the user does not have read/write access to this folder.

INSUL Materials File Not Found#

INSUL expects to find 5 xml files containing INSUL's materials, floor coverings, absorber etc. By default these are stored at

C:\ProgramData\Marshall Day Acoustics\Insul80\materials

If INSUL does not find these at start up it will give a message

INSULMaterials file not found. See Help file.

Possible causes for this fault are:

  • INSUL has not actually been installed on the computer.
  • For some reason the user does not have read/write access to this folder.
  • The files or folder have been removed/renamed or deleted

Try installing INSUL from a current setup file, and check that the user has read/write access to this folder and the files in it.

Folder Permissions#

Problems when saving Materials Editor and generating PDFs

If the user encounters an "access denied" error after entering a new material, then the problem is usually due to the user not having sufficient rights to some folders on the user's computer.

Permissions.png

The user should change permissions in 3 folders:

C:\Users\username\AppData\Roaming\Marshall Day Acoustics\Insul70\materials

and

C:\ProgramData\Marshall Day Acoustics\Insul70\materials

and

C:\Program Files (x86)\Marshall Day Acoustics\Insul70

Tip

In 32 bit systems this will be

C:\Program Files\Marshall Day Acoustics\Insul70

Use Windows Explorer to browse to each folder in turn, then right click on the folder name and go to "Properties" and then the "Security" tab.

PermissionsFolders.png

The user must have read/write access to both of these folders (see picture above). You will need Administrator rights to alter the permissions.

Hasp Run-time Installation#

Error

Error when starting the hardlock service with parameters 1168 1058 1.
This is an internal error. For assistance, contact your administrator or the software manufacturer.
Staus Code 48 5 774 1058

This is usually caused by anti-virus protection software. Please turn off any anti-virus software while installing INSUL.