Frequently asked questions

If your question is not answered below, please contact us.

Pre-sales 

For answers to most common pre-sales questions, please refer to our main Elevate web site

Installation issues

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

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

Q. How do I unlock the software with an unlocking code?

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

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

Q. During installation I get the message “Warning 1909. Could not create shortcut Elevate.lnk. Verify that destination folder exists and that you can access it”.

Q. 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".

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

Using Elevate

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

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

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

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

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

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

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

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

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

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

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