Tech Support

You can find the latest download instructions at the following link:
http://www.crosslibrary.com/download

We provide installation with your purchase of a CROSS Library Subscription.
If you have any questions or would like us to do the installation, feel free to call support at: 1-877-615-9541

We recommend that you make a backup of your database(s) using the File/Backup/To Internet… function in the Library 1.7 as soon as you have installed or updated the software.
This lets you know that everything is working as it should and gives you a good backup before you continue using the system.


If you have not downloaded and installed yet, you may do so at this link:
http://www.crosslibrary.com/download

We provide installation help with your purchase or renewal of your CROSS Library Subscription.
If you have any questions or would like us to do the installation, feel free to call support at: 1-877-615-9541

The CROSS Library Subscription is what we previously called the ‘Library 1.7 Technical Support and Updates Policy’.
The basics are summarized below.

The reason we made the change of name is that this service now covers more than just updates and support. This will continue to be the case as we continue to develop more services that are hosted on our network of servers. Our goal is to provide services that do much more than you could do yourself at a lower cost point and in a much-easier manner than possible by leveraging the technology we have at our disposal. The CROSS Library Subscription is available in the following formats at this time:

1. Three Months (Free with initial purchase)
Purchase of Library 1.7 includes a 90-day CROSS Library Subscription with the same privileges as defined below for the 1-Year Subscription but limited to 90 days.

2. 1-Year Subscription (Prepaid at a rate of only $7.50 per month! – $90)
You may purchase the ‘CROSS Library Subscription (1 Year)’ Online using this link.

This annual prepaid plan provides the following benefits for one year after the 90-day free support expires:
–Installation, updates, and support via internet remote access
–Software Updates, (as they are released) of new CROSS Library 1.7 features and improvements. Note: These updates are only available under the CROSS Library Subscription and are downloadable via the internet. You are notified about these updates through our CROSS Library 1.7 Helper icon in your system tray (down by the date/time display on the desktop).
–Internet Backup of Library 1.7 database to CROSS servers using our managed backup service providing support for up to 9 levels of backup for EACH database you have. Note: This feature is ONLY available under a valid CROSS Library Subscription. You need to use the ‘File/Backup .L17 File/To Internet…’ option in the software to upload these backups to our system.
–Phone and email support as needed.

3. 2-Year Subscription (Prepaid at a rate of only $6.75 per month!)
…features are same as listed above in the 1-year Subscription

You may purchase this 2-year subscription for $162 available via phone only.
Call us at 1-877-615-7230 to order.

Also, you may order the the ‘CROSS Library Subscription (1 Year)’ Online using this link.

Q: I am having trouble accessing some CROSS website links and/or services (including: internet backups, internet restores, database rebuilds, or installation). What can I do to fix this?
A: You may want to give us a call for assistance or advice. Connectivity issues can be difficult to resolve. Be advised that if an issue extends beyond a few hours to maximum of a couple of days, you are most-likely looking at a configuration problem inside your network (most-likely your router’s firewall settings are incorrect or too tight). It is also possible that your provider may be filtering your web requests for you as a part of a security service or security suite which they provide for you. These are in addition to any firewall protection or web shields you may have installed on your computer(s).

Router configuration issues:
If you get too excited with security especially when locking your systems down tight, you may accidentally clamp things down too tightly causing issues with various software packages including CROSS Library.
If your router’s Firewall Security Level is set too high, you may need to define special port triggering rules to allow software to operate as-desired (including CROSS Library).

If you are experiencing trouble with our sites or services, we recommend:
a) EITHER set your router’s firewall security settings to ‘Minimum Security (Low)’, OR
b) define “port triggering” settings as described below (to operate at Medium or High security settings) using the 23 steps listed below:

The following instructions are intended specifically for the router models listed below.
You may be able to follow the general instructions for other routers, however, we cannot provide any guarantee on router configuration. If you have any questions, it is best to talk with a technical person who is familiar with router configuration.

Routers:
-NetGear 7550 routers
-Westell 7500 series routers (or equivalents)

CROSS software requires these ports to be open (outgoing) to our java.crosslibrary.com hosts for TCP protocol using port triggering for dynamic hosts on your local network: 80, 2001-2100, 8800-9100

If you have one of the routers listed above and you are experiencing trouble with our sites or services, you may create rules to allow the necessary traffic using port triggering, as follows:
1. Login on your router (ie. open 192.168.1.1 or whatever your local router address is)
2. Provide User and Password to modify settings.
3. Click on Firewall Settings.
4. Click on Port Forwarding.
5. Click “Add” link in the list area of the window.
6. Select “Dynamic” and click the “Create” button to create a New Rule
7. First, click on the “Port Triggering” option
8. Then, type the name for the service as “CROSS Port 80″
9. Enter 80 as “Global Port Start” and 80 as “Global Port End” with “Local Port Start” as 1 and “Local Port End” as 65535
10. Use “tcp” for both IncomingProtocol and OutGoingProtocol
11. Click the “Apply” button (This should both create a new rule AND activate it!)
12. Select “Dynamic” and click the “Create” button to create a New Rule
13. First, click on the “Port Triggering” option
14. Then, type the name for the service as “CROSS Port 2001-2100″
15. Enter 2001 as “Global Port Start” and 2100 as “Global Port End” with “Local Port Start” as 1 and “Local Port End” as 65535
16. Use “tcp” for both IncomingProtocol and OutGoingProtocol
17. Click the “Apply” button (This should both create a new rule AND activate it!)
18. Select “Dynamic” and click the “Create” button to create a New Rule
19. First, click on the “Port Triggering” option
20. Then, type the name for the service as “CROSS Port 8800-9100″
21. Enter 8800 as “Global Port Start” and 9100 as “Global Port End” with “Local Port Start” as 1 and “Local Port End” as 65535
22. Use “tcp” for both IncomingProtocol and OutGoingProtocol
23. Click the “Apply” button (This should both create a new rule AND activate it!)

If you find that the instructions for your router is significantly different, send us your instructions along with your router brand and model#, and we can include them here for the benefit of others.

Q: How do I download Library 1.7 to a FlashDrive?NOTE: Download to FlashDrive does not currently work due to issues with our OFFLINE INSTALLER. The answer below will be updated after we release an update for the OFFLINE INSTALLER. During the interim, please connect your computer to some type of internet connection during installation. Then, proceed to get all of the available Windows Updates followed by our software updates. If your computer is not usually connected to the internet, we advise that you also make an Internet Backup of your database(s) after you have updated the CROSS Library software.—-A: After you have installed Library 1.7 onto a computer with internet, follow the steps below to transfer the software to a FlashDrive. You may then use the FlashDrive to install onto a computer (such as your library computer) which does not have internet access.PLEASE NOTE: CROSS Systems, Inc. STRONGLY recommends that you have internet on any computer where you will be using CROSS Library software. Internet access is required for some features of CROSS Library products, and this will continue to be the case for MOST IF NOT ALL NEW FEATURES in our software. While this is the case, we recognize the need to use the basic functions of Library 1.7 on computers that do not currently have internet.

Steps to Download Library 1.7 to a FlashDrive:
1. Go to the computer where you have installed CROSS Library from our download link.
2. Locate the “Library 1.7 Helper” icon (down in the system tray by the clock–it looks like a little blue cube-like icon), right-click on that icon, click “Admin” on the menu that pops up, then click on the “Download Library 1.7 to FlashDrive” option.
3. If prompted to enter your customer#, find that in your documents, enter it, and click OK.
4. If prompted to enter your customer license name, find the “Licensed To:” information in your documents, enter it, and click OK. IMPORTANT NOTE: EVERYTHING must be EXACT–including using the correct case and spaces OR IT WILL NOT WORK!
5. Please wait–you will be prompted to REMOVE THE FLASHDRIVE. IF you already have it inserted, remove it and click OK.
6. Please wait–you will be prompted to INSERT THE FLASHDRIVE. Insert it, close any windows that open up automatically, then click OK to continue. The process will attempt to locate the FlashDrive.
7. You will be prompted to verify the drive letter of your FlashDrive. If you click NO, you may be given another possibility to select. If no more new drive letters are found, you will be prompted to remove the FlashDrive and then to re-insert it in order to re-detect the FlashDrive. Once you select the drive letter, you may move on to the next step.
8. PLEASE WAIT — If the process can take some time as it downloads the latest updates, downloads Java and Microsoft ODBC driver updates, etc. The time required for this step varies–if you have done it before, it should be faster the next time as the downloads do not need to be done again.
9. You should notice that your FlashDrive is blinking–this is normal, and it may do this for some time. You will be notified with a message when the process is complete.
10. When you receive the completion message, remove the FlashDrive. (It is ready to use to install onto your computer without internet.)

Anytime you call CROSS with a technical problem, we are very likely to ask if you have installed all of the latest Windows Service Packs, Windows Updates, and any other software update that might affect our software.

The reason we ask this is that software is built like any building–the foundation affects everything above it. Everything above the foundation depends on the foundation to function properly.

We’ve seen numerous issues cleared up because the underlying software begins to function properly after getting the latest updates. If Microsoft or another software vendor has fixed problems and released those updates to you (through Windows Update or through the vendors update process), you need to download and install them or you are simply struggling with problems that have already been fixed.

While we attempt to make our software as stable as possible, it is impossible for us to know or to fix the many underlying problems in all Operating System or in the software on which Library must depend to function properly.

So, the recommended update procedure to follow is to update everything from the lowest level up.

In most cases (where you are using Windows):
1. Install the latest Windows Service Pack (found in Windows Updates) and restart when prompted.
2. Install all of the latest Windows Security and Recommended Updates and restart when prompted.
3. Check again for any more Windows Security and Recommended Updates and restart if prompted.
4. Lastly, update our software from the Latest CROSS Library Install Link
5. Then, if you are having a specific problem, try it again to see if it works properly after you have installed these updates.

Library 1.7 works well with the following versions of Windows at this time:
-Windows 7 (32-bit only) (BEST)
-Windows 7 (64-bit Professional edition or higher–using XP Mode) Note: You can upgrade using ‘Windows Anytime Upgrade’ if you have ‘Home Premium’ or ‘Home Basic’.
-Windows Vista (32-bit only)
-Windows Vista (64-bit Professional edition or higher–using XP Mode) Note: You can upgrade using ‘Windows Anytime Upgrade’ if you have ‘Home Premium’ or ‘Home Basic’.
-Windows XP (32-bit only) — almost all XP systems commonly sold at retail outlets are 32-bit
-Windows 2008 Server (32-bit only)
-Windows 2003 Server (32-bit only)
-Windows 2000
-Windows 8 (32-bit editions only)

Click here for our Details on Windows Compatibility…

NOTE: Library 1.7 will not run DIRECTLY on any 64-bit version of Windows at this time. CROSS Systems, Inc. support personel are happy to configure XP Mode and install CROSS Library into it for you providing you have a 64-bit version of Windows 7 or Vista which supports XP Mode. You may call us at 1-877-615-9541 for a recommendation on your specific system. See our Windows Compatibility Details for specifics… We may need to recommend that you update your Windows edition to ‘Professional’ in order to use XP Mode.

NOTE: If you are purchasing a NEW COMPUTER for use with CROSS Library 1.7, we recommend that you avoid Windows 8. We consider ‘Windows 7 Home Premium 32-bit’ or ‘Windows 7 Professional 64-bit’ to be MUCH BETTER options at this time.

If you are not sure if the Windows on a computer is 64-bit or not, try doing this to find out:
1. Click on “Computer” on any Vista or Windows 7 system
2. Then click on “System Properties”
3. Look under the “System” section for “System Type” This will indicate if your system is 64-bit or 32-bit.

Workaround:
Click here for our Windows Compatibility Details and how to install onto 64-bit Windows…

Currently, the best way to do this is to print the reports you wish to list on your website using a PDF Printer.
We have included a free PDF Printer in our installers as of July 2012.

Just, print whatever reports you consider best to show your holdings using that printer.
(You can select the printer in Library 1.7 when printing.)

Then, follow the steps of creating the report as a file which you then can post to your website for others to view. You will be prompted to specify a file name for each report. Be sure to specify unique names so that you to not overwrite any other reports.

Eventually, we are planning to have a fully-automated method which you will be able to link to from your website.
This will be announced to all of our customers when it’s ready for use.

Nearly all computers are shipping with 64-bit Windows pre-installed.

Click here for our Windows Compatibility Details…

A 32-bit Windows environment is currently required in order to run CROSS Library 1.7.
This is due to the structure of the Library 1.7 software. We are continuing to work on an update to remove this restriction. In simple terms, we will be replacing Library 1.7 with a new system.

Check out the options below for some existing options. Each solution below offers a good solution depending on your budget, committee recommendations, etc. We will list our recommended options first followed by the less recommended options.

——-
Note: We have recently updated these suggestions to refect pricing and compatibility changes in the industry.

BASIC SUGGESTIONS:
–We recommend that you avoid Windows 7 Starter edition.
–Unless you are absolutely sure that the Windows is 32-bit, you may need to upgrade it to Professional in order to use XP Mode. (This applies to ‘Home Basic’ and ‘Home Premium’ editions.) There is usually a $90 or more cost to upgrade using ‘Windows Anytime Upgrade.’

1. RECOMMENDED: A Laptop with 64-bit Windows 7 Professional and 4GB or more of RAM. The portability of the laptop can be an advantage for installation and updates especially if your library does not have internet access available. XP Mode can be used until we release our 64-bit support.
2. Some smaller laptops and netbooks have 32-bit Windows 7 installed on them. However, we recommend that you AVOID any ‘Starter’ editions.
3. Desktops with ‘Windows 7 Professional’ are good options for price economy, but they require more effort to relocate, if needed. We can install using XP Mode on these.
4. Any smaller laptop or netbook with any 32-bit Windows version and 1GB or more of RAM.
5. NOT RECOMMENDED: Next, if you want neither a laptop or a netbook, you may consider a desktop system with 32-bit Windows pre-installed. You may be able to find a desktop with 32-bit Windows at Walmart. Again, you may wish to ask a store representative for assistance. We found NO 32-bit Desktop systems Sam’s Club or Costco! You may also specify a 32-bit version of Windows when you order a system from Dell. See http://www.dell.com for more details. NOTE: If you do not have internet at your library, we recommend that you get either a netbook or a laptop instead of a desktop! This will allow you to more-easily move your computer to a internet connection in order to update your software and Windows.

CROSS Library 1.7 currently requires a 32-bit Windows environment.

If you already have a computer with 64-bit Windows on it, you may be able to use XP Mode. We can help you with this, so please call us at 1-877-615-9541 for assistance.

Note: CROSS Systems, Inc. does support the installation and configuration of ‘XP Mode’ on Windows 7 if your particular system supports this. If you call us, we can help you determine this online. We may suggest that you upgrade to ‘Windows 7 Professional’ using ‘Windows Anytime Upgrade’ if your system does not currently support ‘XP Mode’.

If you upgrading from an existing system with CROSS Library 1.7 installed on it, it is possible to transition that system into a Virtual Machine which WILL RUN on 64-bit Windows using VMWare or a similar product. However, this is a technical process, and you will need a technical person to handle the transition.

The following steps are for CROSS customers who currently have CROSS Library 1.7 installed onto a 32-bit version of Windows and are needing to transition that system into a 64-bit Windows environment.
NOTE: We recommend using XP Mode as opposed to using this method. However, if you posses the technical ability, and you are ceasing to use your old system, this may be a cheaper route for you.

If you already have purchased a computer with 64-bit Windows, you may snapshot your existing Windows system with CROSS Library 1.7 on it. This will allow you to RUN the snapshot as a Virtual Machine in your new system. The steps below show the basic process:

How to transition an existing system into a 32-bit Virtual Machine:
1. You must first install ‘VMWare Convertor’ onto your EXISTING computer and use it to take a snapshot of your system into a file. This will most-likely require a technical person to handle the process properly.
2. Then, your technical person must copy the snapshot to the 64-bit Windows system.
3. Install VMWare’s free VMWare Player (the Virtual Machine) onto the 64-bit Windows system.
4. Open the snapshot file using the VMWare Player.
5. Re-register Windows in the VMWare Player.

Benefits:
A. This will allow you to run your existing system software on the new computer’s hardware without needing to re-install all of your programs.
B. You get the newest capabilities of 64-bit Windows (mainly the ability to add more Physical Memory), and the ability to run CROSS Library 1.7 inside the 32-bit Virtual Machine all-in-one physical computer system.

Drawbacks:
A. The transition to a Virtual Machine is technically too difficult for the majority of our customers. Sometimes using your computer can be confusing when using a Virtual Machine.
B. You will need to call Microsoft to re-register your copy of Windows. (You will need to ensure that you are removing Windows from your old system and using it only in this Virtual Machine.)
C. It will require a technical person to handle the transition of your existing system into the Virtual Machine on your new system.
D. You will need to open VMWare Player and select your Virtual Machine to open the 32-bit Windows each time you wish to use Library 1.7.
E. You will need to do Windows Updates on both the Virtual Machine AND your 64-bit system. (It’s a bit more maintenance.)
F. It may cost you more to have a technical person transfer your existing system into a Virtual Machine than to purchase a 32-bit laptop or 32-bit netbook. At this point, we believe that a 32-bit Netbook would be the simplest and cheapest solution for most of our customers at the present time.
G. Any USB devices can be confusing when using a Virtual Machine. When you plug any USB device into the system, it will most-likely be connected to the Virtual Machine instead of your main system. If you wish to use the USB device on your main system, you must use the ‘Devices’ menu on the Virtual Machine’s window to Disconnect the USB device from that Virtual Machine.

You may uninstall CROSS Library 1.7 using the ‘Programs and Features’ (or ‘Add or Remove Programs’) applet found in Control Panel.

The only special instructions regarding uninstalling are regarding the C:\CROSSL17 program folder:
This folder is retained during an uninstall in order to preserve your databases which reside there by default.

If you wish to copy your databases, you only need to copy the files that have a .L17 file extension found directly under the C:\CROSSL17 folder.
You may copy them even after uninstalling.
If you wish to simply uninstall and you are sure you do not need to keep a copy of your database, you may delete the C:\CROSSL17 folder.

NOTE: The files found in the PREDBRBL folder are automatic backups made by our system during processing. Do not use these files directly. If you need more information, please call support at 1-877-615-9541 for more information. We may be able to help you recover from those automatic backups, if you need to do so. You will not normally need those files.