Frequently Asked Questions

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Installation issues

While running the Elevate setup program I get a message to say that the system administrator has prevented the installation.

How do I unlock the software with the hardware key provided?

How do I unlock the software with an unlocking code?

I am having problems unlocking the program with the unlocking code provided. The serial number keeps changing. Why?

I have an English computer, but some of the Elevate dialog boxes are in German (or another language).

During Elevate upgrade or uninstall I get the message “the file that you are trying to use is on a network resource that is unavailable".

Elevate won't work because of a "data execution prevention" issue.

During installation I get the message “Warning 1909. Could not create shortcut Elevate.lnk".

Using Elevate

Sometimes the data I edit in tables is not remembered when I press OK.

When the program starts or I open a new document, I get the message “Failed to create empty document”.

Strange things happen when I use <Ctr> X, <Ctr> C, and <Ctr> V to cut, copy, and paste in the tables

I have installed Elevate. The program is working, but I cannot open the Building Data, Elevator Data or Passenger Data dialogs.

When I click on Activate Key in the Welcome screen I get a message saying that the protection software cannot be found.

I have run the same simulation for 5 minutes, 15 minutes, and an hour. Why do I get different results?

My up peak round trip time calculation is fine, but when I change to simulation I get long queues and long waiting times. Why?

Why am I getting low or zero results when using the General Analysis or Enhanced Up Peak calculations?

How do I model a building where not all the elevators serve all the floors?

When I change the printer to Adobe Acrobat (or other printer) the fonts are too small or too big.

Elevate crashes when I run a simulation (Windows XP, New Zealand).

Other

QA Statement

Licence Agreement

Training