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InFocus Digital Organizer Support.
If you are having trouble or have suggestions for InFocus please use the Contact Amy link to send us an email or call the Infocus Tech Support Line .
InFocus tech support is avalible Monday - Friday 9am-5pm Eastern Time.
If we do not answer your call please leave us a message and we will return the call.
InFocus Support Phone Number
(269) 382-3334
InFocus Goto Meeting Link
If you are receiving a fatal error prompt please click the send button or if you are unable to use the send button becasue it is being blocked by a firewall then click the copy button and past the error text into Contact Amy link. We use this information to track and fix issues with InFocus.
InFocus Digital Organizer FAQ
Here is a list of common errors and the suggested fixes.
- 1. The specified table does not exist. [ User ]
- 2. The process cannot access the file [User Database] because it is being used by another process
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3. Operating system does not support the encryption mode provided.
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4. GoDaddy is not a Trusted Certificate Authority. (Can't Login Invalid UserName/Password)
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5. What username and password do I use?
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6. Where do I download InFocus? / Where is my CD-Rom to Install?
1. The specified table does not exist. [ User ]
This is caused by the user database not properly be downloaded during the first time setup because of server communication problems. The fix is to delete your local client db witch will force the application to download a new copy from the server. To force the download of the client database start the application and enter your username and password into the login screen. Hold down Ctrl + ALt + Shift on the left side of the keyboard while clicking the Login Button. Leave the buttons pressed until you get the "Delete the Database?" prompt. Click Yes twice and the application will begin the download of the client database again.
The most common cause of the database not downloading correctly is incorrect date time and/or timezone settings. If the time is different from the servers time by more then 5 minutes the login in will fail to pass its security checks. The servers time is synced with the US atomic clock server every hour. To change your comupters time or timezone double click the clock icon in the lower right corner. Be sure to check the timezone to make sure it is correct because all though the time is correct if the timezone is incorrect the time will be shifted when sent to the server.
2. The process cannot access the file [User Database] because it is being used by another process.
This is caused when two instances of Infocus have been started at the same time. Close down InFocus before starting another instance. If you do not see InFocus running on your start bar or systray please restart your computer and start InFocus again.
3. Operating system does not support the encryption mode provided.
Some version of Windows XP and Windows Vista do not support encryption of the client database. Infocus can disable the encryption of the local database but it needs an additional file to know to turn it off. The files needs to be named UseAltConnectionString.txt and can have any text in it or be left blank.
The easiest way to create the file in XP is to click, start, then run and in the run box type Notepad "C:\Documents and Settings\All Users\Application Data\Calendar Systems\Digital Family Organizer\UseAltConnectionString.txt"
Click yes to the create new file. Then do a file Save. Close down Notepad.
In Windows Vista the File Path is different so you need to run
Notepad "C:\ProgramData\Calendar Systems\Digital Family Organizer\UseAltConnectionString.txt"
Click yes to the create new file. Then do a file Save. Close down Notepad.
Now start Infocus if You now get the error "The specified table does not exist. [ User ]" please read the instructions above.
4. GoDaddy is not a Trusted Certificate Authority. (Can't Login Invalid UserName/Password)
Visit https://www.familyorganizer.com if you get a security warning from our website about the Godaddy Certificate not being trusted, then the InFocus application will also get the warning and not send the username and password.
To resolve this warning you need to install the GoDaddy root certificate as an authoritive certificate.
Click this link to download the GoDaddy Root Certificate. https://certs.godaddy.com/repository/gd-class2-root.crt
Click Open, Click Next, Select "Place All Certificates in the Following Store", Click Browse, Select "Trusted Root Certification Authorites" as the location to Install the certificate, Click OK, Click Next, Click Finish. Visit our website again and make sure that you no longer get the certificate warning. Please note you only need to do this if you are getting the certificate warning when visiting https://www.familyorganizer.com. This is rare but we have seen it on some corporate computers.
5. What Username and Password do I use?
Infocus uses the same username and password as our website. When you purchase or download the trial the username that you signed into the website with is the username and password that are assigned to your InFocus account.
6. Where do I download InFocus? / Where is my CD-Rom to Install?
InFocus is only avalible for download from the website? To download InFocus you need to Login to the Website then the Download link will appear on the menu allowing you to download InFocus. https://www.familyorganizer.com/Downloads
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