Frequently Asked Technical Questions (FATQs)

Note: that this page will be updated and revised frequently

1. How do I know what version I'm using and if it's current?
   Go to Help and click on This Version. The latest release is Retain Pro 2007(subsequent releases will be sequentially lettered). It is important that we have your current email address and contact person to receive our email announcements and Advisories. You can change or correct all your information at www.retainpro.com/support.
2. If I don't have the current release, how do I upgrade?
   Go to www.retainpro.com and click on the Upgrade button for details. You can also click on List of Features to see what's new.
3. I can't find my PAC (Product Activation Code) or my Install Code (IC)
   It's on your email order acknowledgment receipt (keep it!) or you can retrieve them from our Support page. You will need your password for access. If you cannot remember your it on the website Support page.
4. Installing Retain Pro 2007 on a Server
   
   1. Install Retain Pro on your server. It will be in demonstration mode.
   2. Read the CAUTION above for anti-virus and firewall instructions.
   3. Start Retain Pro up on the server and enter your Product Activation Code (PAC) and your Install Code IC). This will activate Retain Pro from demonstration mode and store your PAC and IC on the server.
   4. On each computer that will launch Retain Pro from the server make sure that the server is mapped as a drive letter....NOT a share name.
   5. On the client, create a shortcut to the executable program file. Be sure that on your shortcut the startup directory is set to the installation directory on the server.
   6. Allow the remote users to have read and write access to the Retain Pro installation folder on your server. This is needed so the licensing and network limiter files can be used.
   7. If a workstation remains in demo mode, look for an RP2007.ini file in affected workstation and delete it.
5. IF you DO NOT have an Internet Connection on a Retain Pro installation computer
   We designed Retain Pro around the universal availability of an Internet Connection. If your computer does not have the ability to connect to the Internet then there will be some additional steps you need to take to install, activate, and maintain your software.
   
   We regret that this will cause you some inconvenience. To best serve the largest percentage of our users our policy is to assume the user has an Internet Connection (and our surveys reveal that over 94% of you do).
   
   To Install the Software
   1. Download the single installation program file from a computer with Internet Access using this link: http://retainpro.cachefly.net/RP2007_SETUP.exe
   2. When you are offered the selection to [Run] or [Save] you must choose [Save] and select a location to store the installation program file. We suggest that you use a "memory stick" as a removable drive so that you can easily move the file to the computer that you wish to install Retain Pro 2007 onto.
      
      Alternately you can transfer the file and "burn" a CD.
      
      Please note that our installation program is digitally signed so that you can be assured it does not contain any virus code.
   3. Take your memory stick or CD to the installation computer and execute the installation program file RP2007_SETUP.EXE. This will perform a typical installation of the software.
   4. Please see the next section on activating your software.
   To Activate the Software
   1. Locate your Product Activation Code (PAC) and Installation Code. The encrypted PAC string contains your user registration number and number of allowed simultaneous usages. The Installation Code is used with our activation system you allow usage on your computer.
   2. Start Retain Pro 2007 by selecting it from the Start -> Programs -> Retain Pro 2007 -> Retain Pro 2007
   3. When the “demo” screen is shown select “Licensed Users : CLICK HERE to Activate your Program
   4. Enter your Product Activation Code and press the [Register] button. If the code was entered incorrectly it will be erased and you can try again.
   5. After the PAC code is entered your screen will change and you can then enter your “Installation Code”. Leave it blank and press three keys briefly all at once: Ctrl – Alt – W (the control key, Alt key and letter “w” key).
   6. A moment after those keys are simultaneously pressed a new program window will be displayed with the words “Phone and Email” license prominently displayed. Look for the item labeled “Installation ID” which will be a 12 digit number separated by two dashes like this: 0124-5755-1586.
   7. Email us at hbrooks@retainpro.com with your Registration Number, Company Name and the above Installation ID. We will take down that information and email you the “Unlocking Key” as soon a possible. The “Unlocking Key” must be specially prepared for you and can not be done immediately.
   
   You can now exit Retain Pro 2007 until such time as your Unlocking Key is provided.
   8. When you receive your “Unlocking Key” you can (a) restart Retain Pro 2007, (b) Select to activate the software, (c) When viewing the licensing screen press Ctrl-Alt-W to display the Phone & Email License window, (d) Enter your “Unlocking Key” in the entry provided and press [Install License]. You will receive a message that says “Product Successfully Unlocked”. Select [Ok] to clear the message and completely exit Retain Pro 2007.
   9. When Retain Pro 2007 is restarted is will be fully activated.
   10. NOTE! If you wish to DEACTIVATE AND REMOVE your license from this computer you must go through a “removal” process to regain your allowed maximum number of installations.
   To Update the Software When updates are released for Retain Pro they are released ONLY as web based updated. To get the latest version of Retain Pro on your computer simply follow the same download and installation process outlined above. You DO NOT need to enter your PAC code or perform the activation process again.
6. The program is too big for my screen
   Be sure your display resolution is set for 1024 x 768 or higher, and small fonts (96 dpi). You can set resolution by going to: Start > Settings > Control Panel > Display > Settings. To set Small Fonts (96 dpi) click on the Advanced button. Note that 800x600 resolution is no longer supported.
7. I get an "Illegal Operation" message
   As the name implies, this is an erroneous operational sequence, usually triggered by an improper data sequence input on the stem design screen. Read our post on the Message Board titled "Stem Design Primer". Also, review the stem design section of the user's manual, particularly page 56. If another incident triggers this message, email us with the specific operation leading to the message so we can diagnose.
8. After installation I get a message that “The maximum activations has been reached”, or it remains in demonstration mode.
   To prevent installation problems if you are using an anti-virus software or firewall, you will need to add two programs into the Retain Pro folder (usually RP2007) to the list of "safe" programs recognized by your anti-virus programs and computer firewall. These are "License Manager.exe" and "wupdate.exe". The first controls the activation of your software and the second handles the Internet based periodic Retain Pro AutoUpdates. Nearly 100% of software activation problems can be traced to these security devices blocking the response from our activation server.
9. In the stem design, my moments are shears are zero even though I have entered a retained height and active pressure.
   You probably entered the "design height" as the retained height (thus asking the program for moments and shears above that point – leading to the zeros) rather than starting your design at the base of the stem where the design height is zero.
10. Computations are extremely slow
    You may be using the Adjacent Footing feature, which requires hundreds of calculations each time any entry is changed. Hint: enter the adjacent footing load near the end of your design to avoid all the intervening computational delays.
11. The Diagram Moment/Shear Curves appear incorrect or are hard to read.
    We're aware of this and are working to improve it. When ready we'll advise you of a maintenance patch in Retain Pro Adviser email newsletter which will go to all users. Please be sure we always have your current email address – to update it go to Support.
12. Sometimes my Construction Drawing screen goes blank, or I get grey blocks on the graphics.
    Toggle to another screen then back again. Also, slow down switching between graphics. The construction drawing is usually only accessed when the design is completed.
13. The soil pressure shows zero, even though I entered all data correctly
    If the soil pressure is extremely high, and the resultant eccentricity exceeds the footing half-width, the program will display zeros.
14. The Construction Drawing does not show the horizontal reinforcing correctly
    The program does not compute or display horizontal reinforcing, except generically. The amount of horizontal reinforcing is at the designer's option since there are varying opinions on this issue. For guidelines, see Appendix A in the User's Manual. For definitive display of horizontal reinforcing edit after importing to CAD.
15. I get a message like: "Can't create lic file – C:\RP6\RP_LIC.RPO Path not found"
    This error most commonly occurs for network installations
    1. Either the remote users do not have "write" access to the folder on the server where RetainPro is installed. Just be sure that the remote users have both read and WRITE access to the folder on the server.
    2. The configuration file on the remote computer is not correct.
       Press the START button and select RUN.
       Type in " RP2007.INI" and press [Ok]
       The file will open in Notepad
       Scroll down and look for an entry that reads "EXEDirectory_2007= ...... "
       After the "=" sign enter the drive and directory location where RetainPro was installed.
       On a server it might read "Z:\SEPrograms\RetainPro".
       If the software is installed on a single computer you can enter "C:\ Program files\RP2007" which is the typical installation location.
       Save, exit, and start Retain Pro again.
16. I cannot print graphics and get a message "Could not create a printer device context, therefore the image can't be printed".
    Retain Pro uses the printer's device context to create the graphics it intends to print. This in turn requires the ability for Retain Pro to obtain the printer's device context. It is the printer's driver that supplies the printer's device context. Thus, it appears that some drivers do not provide a device context, such as possibly certain implementations of "Post Script", that is needed by Retain Pro or perhaps the printer's device driver simply cannot handle the output of Retain Pro via the supplied device context. It appears that for network printers, the full driver is not installed on the clients, only that portion that is sufficient to transmit the necessary information over the network to the printer. In this case, the client driver does not provide a sufficient device context for Retain Pro to use. Possible solutions for network printers are to install the full driver on the local computer or possibly using a different language, such as PCL rather than Post Script. We hope this helps. Any information you can provide regarding any problem and any solutions you discover would be greatly appreciated so that we can pass it along. In the mean time, we will be looking into the matter so that we can eliminate the problem altogether.

    One user responded with this solution:
    "The error occurred because the Windows API call to "CreateDCA" to obtain a device handle for "winspool" for the device \\BACKUP\HP LaserJet 5100 PCL was declined by Windows for an unknown reason."
    
    I installed the RP2007 into my old computer and it printed construction and wall loading from the same printer with no problem. I sent the FAQ #16 to my computer guy. He installed a new driver for our printer that would be appropriate for Windows XP rather than the Windows 2002 driver that was existing. That solved my problem on our my computer. Still, my old computer had the same Windows XP and it printed before the driver exchange. I am sending this in that it may help your other clients.

    Our programmer offered this further comment:
    According to what is stated, it appears that when the printer is on a network, all computers that attach to that printer only get a client version of the printer driver, and the client version of the printer driver does not contain what is necessary to provide the Printer Context which is needed by Retain Pro. So, what needs to be done is that the full driver be installed on all computers (according to what is stated above).

17. I'm not sure what kh value to use for seismic design. The geotechnical report says the "peak ground acceleration" is 0.6, but this gives huge forces and a seemingly impractical design.
    Remember that kh is the design acceleration and is usually one-half or less the peak ground acceleration. The applicable building code will give you guidelines to determine the proper kh, . Please see the 7th Edition of Basics of Retaining Wall Design for more on this important topic.
18. My program crashes
    We doubt whether it's related to Retain Pro, however it could be an entry sequence the program does not recognize or switching functions too fast. Review the User's Manual and Help Topics. If it recurs tell us precisely when it happened and we may be able to help.
19. When all else fails
    Uninstall all versions of Retain Pro (you won't lose your prior files), restart your computer, and reinstall via the CD (if it's current) or download the latest version from www.retainpro.com/downloads. It will install in demo mode so you will need to reenter your PAC.