Pitney Bowes Software


Support Site Help

I downloaded my products’ database from the Support site, but when I try to extract the files I get an error stating: ’The file is not a valid EXE file.’ What does this mean?

This happens when the entire file was not downloaded properly. Check the file size given on our Support site with the file size downloaded. Since most of our product databases are relatively large in size, you may be running out of disk space. Be sure to have the necessary temporary space available on the drive where your temporary Internet files are stored. There is also the possibility that there was a dropped connection during the download process and the file was not completely downloaded. Make the appropriate changes and download again.

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While extracting a compressed file that I downloaded from the Pitney Bowes Software Support site, I am getting an Active Delivery pop-up box indicating that a file already exists and do I want to overwrite it. What should I do?

We normally recommend that you first extract files into an empty folder, and then install, move, or copy them as required into the final folder.

If you are extracting them into an empty folder, Windows customers may, on occasion, still receive this error message when using the built-in Active Delivery application. This is caused by the file being extracted is attempting to overwrite an existing file of the same name in the folder. This is how the extraction software is currently configured. To resolve this problem, check the "Append Item’s Path" checkbox during the download and extraction process. This will ensure that files are not overwritten by the download, but will instead be correctly extracted into a sub-folder.

Pitney Bowes Software is working with the vendor that provides the extraction software to get this setting turned ON by default, when appropriate. Meanwhile, the Pitney Bowes Software Windows Installation Instructions were modified to include this step.

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Why am I receiving an error message that I cannot sign on to the FTP server?

When trying to log onto the FTP server (supportftp.g1.com) you may receive an error message indicating that you are already logged on (when that is not the case) or that you cannot have multiple sessions open. This is primarily a Microsoft Internet Explorer issue

To address this problem, please do one of the following:

  1. Use a dedicated FTP application or your DOS prompt instead of your browser.
  2. Use the specific URL of ftp://username:password@supportftp.g1.com (where username and password are replaced with yours. Note: They are case sensitive and must be separated with a colon.) This option is not 100% error-proof, however, because of browser issues.

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How can I test the integrity of the files that I’m downloading from the Support site?

Pitney Bowes Software utilizes a product called DynaZip to compress the product and master file downloads that are available from our Web site. DynaZip itself performs integrity tests when Unzipping by:

  1. Comparing the uncompressed data’s 32-bit CRC checksum with the one stored in the file’s header. If the CRC calculated on the uncompressed data matches the CRC value of the original data before it was ever compressed, then the data’s integrity is ensured.
  2. Ensuring that it finds the appropriate signatures when reading the local header, descriptor header, central directory header and end-of-central-directory header.
  3. Comparing the contents of each file's local header with the contents of the same file’s central directory header and ensuring their data matches.

It is not necessary for customers to separately perform data integrity tests. It is also not necessary that customers have DynaZip installed on their computers. The files are self-extracting. For additional information on the DynaZip product, please visit their website at http://www.innermedia.com.

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When I try to download database files from your Web site, I am receiving an error page that says my request is disallowed and tells me to go back through the process again. How do I resolve this?

Currently the Pitney Bowes Software Web site does not support the use of most Download Manager applications. Attempting to use one will most likely result in an error page that reads "Request Disallowed." If you are using a Download Manager (please see below for a list of some common applications), you must disable the application to allow your browser to manage the download process. Currently version 5.x and above of Internet Explorer and Netscape are supported.

Here is a partial listing of some common free Download Manager applications:

  • Download Accelerator Plus
  • Download Mage
  • FlashGet
  • Fresh Download
  • GetRight
  • Go!Zilla
  • Internet Download Manager
  • Lightning Download
  • Mass Downloader
  • Net Vampire
  • RealDownload
  • ReGet Deluxe

Because many Download Manager applications are considered "freeware" and will automatically load during the installation of another application (such as your browser), you may not have been aware that you were running one. If you are uncertain that you are, or do not know how to disable it, please contact your IT/Operations personnel. We regret any inconvenience that this may cause. (Linked from disallow.html)

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I am receiving one of the following error messages after downloading the database file from your Web site: "file corrupt" or "please insert next disk". What can I do to resolve this?

After installing database files from our Pitney Bowes Software Web site (especially large files), some customers are experiencing a "file corrupt" or "please insert next disk" error. This means that the executable did not completely download from our Web site, and that some data packet loss occurred in the transmission. Most likely this problem resulted from an insufficiently sized buffer area, in which to cache the incoming data packet.

To resolve this problem, you will need to increase the allocated disk space available for your buffer (also known as the Internet Temporary File directory). Please see the next question below for instructions on how to increase the size of your buffer area.

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How can I increase the amount of disk space available in my Web Browser for downloading files from the Internet?

All Web browsers allocate a pre-defined area on your computer's hard disk, called the buffer, for temporarily storing the web pages that you view. Files that you download are also temporarily stored in this same buffer area, prior to being written to your hard disk for permanent storage (if that's what you chose).

This buffer area can fill up very quickly — depending on things like how often the area is emptied and how large the files are that you're downloading. Several of Pitney Bowes Software's databases are quite large, and we have found that customers will sometimes need to increase their buffer area in order to accommodate them. As long as it is increased sufficiently, this is a one-time change.

There are three ways that you can increase the buffer area on your Intel-based system:

  1. Free more space in the currently allocated buffer by deleting the existing temporary files. Follow the "click stream" below and select the "Delete Files" button.
  2. If there is enough free space on the current hard drive; increase the size of the space available to the buffer by dragging the horizontal slide bar to the right, or just enter the amount of space in Mega Bytes. See the "click stream" below to determine on how to get to this window. NOTE: For Pitney Bowes Software's databases, be sure that the buffer size allocated will at least accommodate the largest file size you will be downloading.
  3. If there is not enough free disk space on the current drive, you may specify another drive with more space by clicking on the "Move Folder" button. On the pop-up window, select the drive and folder you want and click ok. Then use the slide bar or enter the amount of disk space you would like to allocate for the buffer. (See note above.)
CLICKSTREAM*:
  1. Select Start > Settings > Control Panel
  2. From "Control Panel" click on the Internet Option icon
  3. Click on the "General" tab at the top
  4. Click "Setting" button on the Temporary file panel

* This click stream will get you to the window where you can enter the buffer size or delete the temporary Internet Files. (Also, most browsers will allow you to navigate directly to this window from the browser, usually through the Options area. Consult your browser’s help file for instructions.) (Llinked from download.asp)

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