Frequently Asked Technical Questions (FATQs)

These technical FAQs apply to Retain Pro 9 and version 2007 as noted.
More will be added so check periodically.

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 9 (subsequent releases will be identified as releases 6.0x). 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. I'm having difficulty installing the software
   Print Installation Procedures from link on our Support page (www.retainpro.com/support) then scroll for the instruction you need. If you continue to have a problem describe what message you get, if any, and where you are stopped, and email us at support@retainpro.com. Be sure to include your registration number (RP-xxxxxxx) which we need to assist you.
3. If I don't have the current release of version 9, how do I update?
   You can download it from www.retainpro.com/downloads, and you can also click YES when AutoUpate is displayed asking if you want to check of updates.
4. I can't find my PAC (Product Activation Code) or my Install Code for version 2007 userws.
   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 password there is a utility to retrieve it.
5. My title block and watermark says I have an "Unauthorized copy".
   This is because you have not created your title block. Go to the Settings tab and click on Printing & Title Block. Follow the instructions exactly. In release 9.07 when clicking the PRINT button it will automatically take you to the title block screen if the title block is not valid. Once in the title block screen you will be required to create it properly.
6. On Retain Pro 9 there is no "Deactivate" button so I can free a computer for another install.
   Deactivation on a computer is automatic when you go to "All Programs > Retain Pro 9" and click on "Uninstall Retain Pro".
7. When I press F1 (QuickHelp) nothing happens.
   On some computers a shut down and start up must be done to fix this problem. A simple "Restart" sometimes does not work. You have to turn off the computer then turn it back on.
8. I can't access the User’s Manual under Help & Tutorials.
   On some computers a shut down and start up must be done to fix this problem. A simple "Restart" sometimes does not work. You have to turn off the computer then turn it back on.
9. 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.
10. Version 2007 only: After installation I get a message that "The maximum activations has been reached", or it remains in demonstration mode.
    This is usually caused with because you did not have your anti-virus off during your installation, or you have already used your allowed number of activations (4 or 12 depending upon your license). To free a computer to allow another computer install, follow "How to deactivate from a computer" per instruction #8 on Installation Procedures which can be printed from link on our support page (www.retainpro.com/support). If you still cannot activate click on "Manual Activation" and follow the instruction.
11. 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.
12. 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.
13. 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. You can specify your choice for horizontal reinforcing after importing to CAD.
14. I get a message like: "Can't create LIC file - C:\...\RP9\RP_LIC.RPO Path not found"
    For Retain Pro 2007 users: 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 Retain Pro 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 "2007.INI" and press [Ok]
    The file will open in Notepad
    Scroll down and look for an entry that reads "EXEDirectory= ...... "
    After the "=" sign enter the drive and directory location where Retain Pro 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.

    For Retain Pro 9 users: This error generally occurs on the Vista and Windows 7 operating system (OS). Both of these OSs are using a new security system. The folder that Retain Pro is installed in must be given Modify/Write permissions. On 32-bit OSs the folder is generally located at C:\Program File\RP9 and for 64-bit Oss the folder is generally at C:\Program Files (x86)\RP9. Please follow the instructions at the following link: http://www.retainpro.com/pdf/setting_access_rights.pdf.
15. 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.

If you continue to have a problem, describe it in as much detail as you can and email us at support@retainpro.com. You must include your registration number (RP-xxxxxxx) to help us assist you.